Basic Support Plan

BASIC SUPPORT PLAN DETAILS:

• 1 Remote Support Session

• Anyone who purchases a FlashRouter Basic Support Plan will receive hands-on assistance via TeamViewer, a remote tech support application.

• Using TeamViewer, a FlashRouters networking expert can login to your network and complete the required setup and configuration.

• Live chat will be available throughout the session to answer any questions you may have about the process.

• Once completed, our team will always save a backup file containing all configuration changes so that you can quickly restore them if you ever run into any issues or lose any router settings.

• Open Source Firmware Router “Flash” Upgrade

• Our “flashing” experts thoroughly test all new releases of firmware builds before they are approved for use with a FlashRouter Support Plan. We will flash your router with the most recent, stable build/release.

• Basic Internet Setup Support

• Once your router is upgraded with Open Source Firmware our team will help you get the router connected to the Internet.

• Wireless Network Setup Support

• Our team will optimize wireless settings and setup wireless security on your FlashRouter so no unwanted users can access your WiFi connection.

• Basic VPN Service Configuration & Connection Testing

• Our team will get your FlashRouter connected to your preferred VPN service provider so that any device on your network will pass through your encrypted VPN connection, using an anonymous IP address assigned in the geographical location of your choosing.

• VPN client support is only valid for services that provide documentation for router setup. View our list of supported VPN service providers.

• If your provider does not have documentation, contact us to test whether it is possible to connect your VPN service through a FlashRouter.

• 3 Months E-mail Support Period

• After your router upgrade is complete our team is happy to assist with any Internet, wireless, or VPN connection issues. This includes updates on new firmware builds and guides for any supported VPN service provider. Our team is also always happy to review screenshots of your router settings in order to help diagnose any router configuration issues you may have.

• FlashRouters Support Disclaimer

• While we make our best attempt to assist all customers with our supported issues, any connection with a tech constitutes the start of a plan. We will make our best effort to assist you in the time allotted with your issue however we are not responsible for any prior issues or problems with a device and can not be held liable for any improper flash. This is a support service and provides no warranty for the setup or usage. If there is an issue with the flashing or setup, our team can work with you to provide alternate solutions but NO REFUNDS can be made once a tech has connected via Teamviewer. .

HOW FAST WILL MY REMOTE SUPPORT SESSION(S) BE COMPLETED AFTER PURCHASING A SUPPORT PLAN?

• TeamViewer remote support hours are 10AM-6PM US EST Monday-Friday.

• As soon as you purchase a support plan you will receive an automated confirmation e-mail. A FlashRouters Advanced Support Representative will then contact you within 1 business day to setup an appointment for a remote support session.

• Order placed on holidays or weekends will not receive an appointment e-mail until the next business day.

• Included in your appointment e-mail will be the firmware file(s) needed for “flashing”, customized setup guides, and a unique remote support session code.

• To make the “flashing” and configuration process as fast and smooth as possible, we strongly recommend you use a computer with both wired and wireless capabilities to complete any remote support session.

• Our team can also work with you to schedule an appointment outside of normal support hours if our standard hours do not work for you. However, at least 1 business day of advanced notice is required for off-hours appointment planning.

TESTIMONIALS

Read some TESTIMONIALS about our FlashRouter TeamViewer Support Sessions to see how our team simplifies the process of flashing and configuring your router.

DD-WRT & TOMATO SETUP OPTIONS

Single Router VPN Setup

• Connect your FlashRouter through a modem and create a fully encrypted, VPN connected, wired and wireless network in your home for any streaming devices, gaming systems, SmartTVs, and more.

Learn More

Single Router Setup A shiny brand new router to improve your Internet. Learn More

Dual Router VPN Setup

• If you have an existing router, including any commonly used DSL router/modems or Verizon Fios supplied Actiontec routers (just to name a few), our team will help you add in a VPN connection option in your network without changing any settings on your primary router device.
• The result is two wired and wireless networks available in your home or office at the same time - your primary network for unencrypted local ISP connections and a FlashRouter network for encrypted VPN connections. Pick and choose between any wired or wireless network on all of your Internet connected devices.
• If you require a PPPoE login to connect to your Internet service provider, you may use a FlashRouter to access your PPPoE network, however this will prevent you from connecting the same FlashRouter to many PPTP or L2TP networks. The FlashRouters Team also can not directly help with PPPoE Internet configurations. PPPoE users may need to contact their ISP for their user-specific login and connection setup information.
• We do support FlashRouter connections to existing PPPoE connected routers to create a separate VPN connected network.

Learn More

Dual Router Setup Switch seamleasly between local and VPN network on any device, anytime! Learn More

WHAT IS NOT INCLUDED WITH A BASIC SUPPORT PLAN?

• By turning your router into a "FlashRouter" there are countless enterprise router features that you can now use for your benefit, however our support team is unable to offer direct assistance for all of these open source firmware setups.

• The Basic Support Plan comes with hands on support from the FlashRouters team for firmware “flashing”, Internet connection setup, wireless network setup, and VPN Client connection support.

• Support for features such as Personal VPN Server/Client, Port Forwarding, QoS, Access Restriction, DDNS, USB storage or 3G/4G failover setup, Wireless Extender, Wireless Guest Network, Dual Gateway VPN customization, and any other feature not explicitly listed as supported are not covered when you purchase a Basic Support Plan.

• Our Support team is happy to provide guidance, links, and tutorials for advanced features to the best of our ability, however remote support for these features is not included.

• One of the best benefits of using open source firmware is the active help forums and vast community of like-minded users, who can often help troubleshoot with advanced setups you have in mind.