SkySwitch Simplewan Rider

All SkySwitch Simplewan resellers are required to have executed SkySwitch Simplewan rider in place before ordering. If you require a Simplewan rider agreement, please contact sales@skyswitch.com for more information.
This is a three-step process. It consists of registering your company for a SkySwitch Simplewan Reseller account, ordering hardware unit(s) and activating your device. Basic monitoring services begin once a reseller adds a unit to their company reseller account.

  • Registration Form
    For resellers with an active Simplewan rider, you must complete our Registration Form.  Please email BillCenter@SkySwitch.com to request our registration form.  This is a one-time requirement used to create your Simplewan reseller account in SkySwitch's systems. Your reseller login credentials will be emailed to you within one business day. The reseller UI account is your single management consoles for all your Simplewan devices. This is required prior to managing and activating devices to your account.
  • If you have existing Simplewan monitoring accounts, you can request to have them moved under your new SkySwitch Reseller account thru Simplewan support. 
  • Ordering of Hardware
    All orders of 10 units or less shall be processed thru the SkySwitch store located in your Dashmanager. Please contact sales@skyswitch.com for orders of greater than 10 units for discounted pricing.
  • Account Activation
    Once you obtain your SimpleWan reseller account login credentials from SkySwitch you are required to call Simplewan support during normal hours, 7am-7pm MST, M-F, to activate your account at (855) 438-2926. To start the activation process, simply provide Simplewan support the login email address provided in your reseller credentials. We recommend you do this when you receive possession of your first unit and can allocate 20-30 mins of time for Simplewan support to provide an overview of the user interface, show you how to create customer accounts and assign devices to sites within those accounts. Each reseller is eligible for one Not-For-Resale unit at a discounted price, typically this is the resellers first unit. SimpleWAN support can activate the unit as an NFR unit and turn on all the monitoring services at no monthly charge indefinitely.

SimpleWAN Support Options
1) Phone-In support is available to premium support account subscribers only. You can activate Premium Support from inside your SimpleWAN Dashboard. Once activated, you will have access to a support PIN. The PIN is required to contact SimpleWAN Phone-In support at (855) 438-2926 ext. 3. Please reference your MSA for pricing details.

2) SimpleWAN offers basic support via tickets or chat.  

What can you expect from Basic Support? 

Chat and Ticket support responses on a limited bases for the following topics:

  • Getting a device connected to the Internet and showing online in the dashboard.

  • Providing links to our documentation

  • Factory resetting a device and provisioning in the dashboard.

What can you expect from Basic Support? 

Chat and Ticket support responses on a limited bases for the following topics:

  • Getting a device connected to the Internet and showing online in the dashboard.

  • Providing links to our documentation

  • Factory resetting a device and provisioning in the dashboard.

SimpleWAN Engineering Services

For Resellers with or without Premium Support on their account, Engineering services are available at $100 per hour from SimpleWAN.  

  • To request engineering services, please send an email to Ryan.Blanchard@simplewan.com and Support@simplewan.com

  • The email must include a site ID# and a brief description of the problem or help needed, an engineer will then be assigned the task and work with the reseller directly for resolution. 

  • SimpleWAN will invoice the reseller directly for the engineering services.

SimpleWAN Training  

SimpleWAN offers classes in Phoenix, Arizona every quarter free to resellers. If you send your staff or resellers to the course, you will receive 45 days of free Premium Phone-In Support.

SimpleWAN RMA Policy 

Within the 365 days after purchase, SimpleWAN will provide an RMA replacement for defective units.  The SimpleWAN RMA qualification process is as follows: 

  1. SimpleWAN Tech support must determine the box may be defective. This is done directly with SimpleWAN through the effective support policy.

  2. The customer must then be transferred to SimpleWAN’s build team and they can attempt to repair the box or double check all possible hardware items.

  3. The build team can issue an RMA and post the information to the ticket. The RMA # will be the ticket number. They will verify the box ship date.

  4. If a reseller has premium support active on their account the new device will be shipped Standard Overnight at not cost. If the reseller does not subscribe to premium support it will be shipped 2 Day with an upgrade option of $25.00 for Standard Overnight shipping.

  5. A return Ground waybill will be sent out in the box for the return of the unit. If the old unit does not get returned in two weeks they will be billed for a new unit by SimpleWAN.

 Note: SkySwitch support staff cannot approve an RMA for a SimpleWAN unit.

SkySwitch SimpleWAN 30-Day Return Policy

Within 30 days from the date of purchase, SkySwitch will accept returns for any reason.  A credit will be applied to your next monthly invoice, less a 15% restocking fee and return shipping charges.  All items must be returned in the original box packaging undamaged and unmarked.  If a unit can’t be resold as new in box, it will be returned to the reseller without refund credits.