Expertise.
When it matters.
Technical assistance for your network.
The right protection for your operations.
Let’s get you connected.
Speak to the right team, find a document
or tell us what you need help with.
Three levels of protection.
One team behind you.
Choose the service that fits the importance
of each device in your network.
Standard Warranty
Hardware protection included with your equipment.
Factory inspection before repair or replacement.
See how it worksLUCEOR Care Basic
Priority expertise for everyday network operations.
Expert assistance and an extended software subscription.
See how it worksLUCEOR Care Enterprise
Additional support where downtime matters most.
Replacement dispatched before the faulty unit is received.
See how it works¹ 2 years hardware warranty inside the EU
Compare Luceor Care plans
Find the right level for each device.| Service | Standard WarrantyIncluded hardware protection | Care BasicExpert assistance | Care EnterpriseAdvance replacement |
|---|---|---|---|
| Duration | 1 year¹ | 1- or 3-year service plan | 1- or 3-year service plan |
| Priority phone, email & video | Not included | 8×5 | 8×5 |
| One-to-one expert sessions | Not included | Included | Included |
| Dedicated support contact | Not included | Not included | Dedicated contact |
| Software support / updates | 90-day software support | Minor & major updates | Minor & major updates |
| Hardware service | After inspection | After inspection Factory return: up to 10 days² | Advance replacement Dispatch within 48 hours² |
| Faulty-unit return freight | Customer-arranged | Customer-arranged | Covered by LUCEOR |
| Shipment back to customer | Covered for eligible claims³ | Covered for eligible claims³ | Included in the RMA service |
² Service timings follow the applicable Care contract. Dispatch is distinct from delivery; transit and customs are additional.
³ Covered faults and warranty conditions apply. Customs duties, taxes and local charges remain the customer’s responsibility.
A clear path to resolution.
Start with a diagnosis. If a hardware return is needed,
your plan determines the next steps.
Our team reviews your case before any hardware is returned.
- 01 / GET IN TOUCHContact support
- 02 / UNDERSTAND THE ISSUETechnical diagnosis
- 03 / IF A RETURN IS NEEDEDRMA authorisation
Return first. Inspect. Resolve.
Standard factory service- 01
Return the unit
Follow the RMA instructions.
Customer arranges freight - 02
Factory inspection
The fault and coverage are checked.
Eligibility confirmed - 03
Repair or replace
The approved remedy is applied.
After inspection - 04
Shipment to you
The serviced equipment returns.
Eligible claims covered
Expert assistance. Prioritised factory service.
Factory return: up to 10 days²- 01
Expert diagnosis
Priority assistance with an engineer.
Phone, email or video - 02
Return the unit
Use the approved RMA instructions.
Customer arranges freight - 03
Inspect & resolve
Factory assessment and remedy.
Prioritised handling - 04
Dispatch to you
The equipment is sent back.
Within the service terms
Replacement first. Return afterwards.
Advance dispatch within 48 hours²- 01
RMA approved
Support validates the claim.
Priority authorisation - 02
Replacement sent
No wait for the faulty unit to arrive.
Advance dispatch - 03
Restore your setup
Install and configure the replacement.
With expert assistance - 04
Return the faulty unit
Follow the return instructions.
LUCEOR covers return freight
Coverage, exclusions and software activation
Commercial cover applies to faults attributable to the equipment during normal use. Exclusions can include accidental damage, unauthorised changes or repairs, and operation outside the product specifications. Original firmware and customer-caused damage affect eligibility for service and freight coverage.
For Care software subscriptions, the published activation rule starts at factory availability or, at the latest, three months after delivery. The dates and scope in your agreement determine your entitlement. Applicable statutory rights remain unaffected.
Read the Store TermsTell us what’s happening.
Help us understand the device, the deployment and the impact on your operations.
Useful information to have ready
- Product model and serial number
- Order or invoice reference
- Firmware version and installation context
- Symptoms, timing and troubleshooting tried
The information you need.
A few answers
before you get started.
Still have a question?
We’re here to help.
What does 8×5 support mean?
Eight service hours per day, five days per week. The working hours, time zone and holidays are those in your agreement. It does not mean round-the-clock assistance.
Can I contact support without a Care plan?
Yes. Contact us about a product issue or warranty claim. Priority phone and video assistance are Care services; they are not included in Standard Warranty.
Which products can have LUCEOR Care?
The programme covers LUCEOR Store products, with a plan selected per device. Contact support to match coverage to your equipment and deployment.
Does “48 hours” mean delivery within 48 hours?
No. Enterprise describes advance dispatch of a replacement under the RMA service. Transport and customs take additional time. The applicable contract defines the service timing.
Should I return the product straight away?
Please contact support first. Have your model, serial number, purchase reference and fault description ready, and wait for an RMA number and shipping instructions.
Protect the network
your operations depend on.
Tell us about your devices, your sites
and your support requirements.