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Support and Warranty

Who to contact​

  1. Your partner or distributor. They know your configuration and handle first-line support for hardware and software. They work with HiveRadar, and HiveRadar involves the relevant vendor when needed.
  2. HiveRadar, if you bought directly: support@hiveradar.com, +1-416-637-0325, 9 am to 5 pm Eastern.

Partners use the support portal on the HiveRadar partner portal.

Before you contact support​

Have these ready:

  • Serial number (rear label below the PDU, or the welcome letter)
  • Edition and options (switch, gateway, HCI)
  • HCI platform and version
  • What happened, and what changed just before
  • Photos of the front and rear
  • The PDU display reading
  • For HiveSight issues: the HiveSight version and a dashboard screenshot

Warranty and returns​

The HiveRadar Warranty Policy covers what's included, how to return a unit (Return to Depot) and what to do before requesting service.

Nodes, power supplies, the switch, the PDU and the HiveSight SBC can be replaced in the field with parts shipped by HiveRadar. Local repair with remote guidance is preferred.

Transporting the P-EDC with the drawers unlocked, or shipping it without protective packaging, voids the warranty.

Damage on delivery​

Note visible damage on the carrier's delivery receipt, and report damage found after opening to your partner within 5 business days, with photos and the serial number. Keep all packaging until the claim is settled. See Unbox and Inspect.