Support

If you have a support contract and wish to schedule an installation, please call 888-997-6237 option 3. All installation support calls must be scheduled at least 24 hours in advance so that we may ensure that every customer gets the dedicated time required to ensure a successful installation.

Submit A Ticket

Use this form to submit a support request or to obtain installation support.

Knowledge Base

Use this portal to view FAQs, our support Knowledge Base, and to check the status of existing tickets. If you would like to submit a question for the knowledge base, please send an email to support @ xroadsnetworks.com.

Documentation

All support for the EdgeXOS cloud firewalls is provided through XRoads Networks, to access support documentation, etc. please click the arrow below.

Warranty

One Year Hardware Warranty

XRoads Networks warrants every Edge2WAN product to be free from defects in material and workmanship under normal use for the warranty period of one year from the date of purchase. XRoads Networks guarantees that every product will be free from physical defects in material and workmanship when used within the limits set forth in the specifications section of the User Guide(s) during the warranty period. The warranty is non-transferable outside of our sales chain. If the product proves defective during the warranty period, call XRoads Networks Technical Support in order to obtain a Return Authorization Number. When returning a product, mark the Return Authorization Number clearly on the outside of the package and include a copy of your original proof of purchase. RETURN REQUESTS CANNOT BE PROCESSED WITHOUT PROOF OF PURCHASE. Customers shall be held responsible for shipping and handling charges.

Support Programs

Installation Phone & Remote Support

XRoads Networks provides standard email and online chat support for all Edge2WAN products, additional support, i.e. phone or remote configuration assistance requires an additional support contract to be purchased. This support contract provides one support instances or up to two (2) hours of phone and remote configuration support. In the unlikely event at additional support is needed then additional charges would apply. Support contracts for the Edge2WAN appliances are $150/per two hour period or support instance.

If you would like to report a bug or make a feature request, please send an email to bugcheck @ xroadsnetworks.com and include any details that would assist us in testing the issue, or developing the feature. Thank you.