Scope of Support & User Responsibilities

Business Product Technical Support

I. Technical Support Overview

II. Technical Support Limitations

III. User Responsibilities

Business Product Technical Support offers guidance for basic product configuration and operation, as well as collaborative troubleshooting to help resolve unexpected behaviors and support long-term reliability.

I. Technical Support Overview

Business product technical support includes:

• Product installation guidance

• General pre-sales and after-sales inquiries regarding product specifications and features

• Configuration walkthroughs using Omada and VIGI interfaces

• Assistance with firmware updates on Omada Business products

• Troubleshooting unexpected behaviors using Omada and VIGI documentation and tools

• Help with supported Omada and VIGI software platforms, including the Omada Controller and VIGI Video Management System

• Assistance with Omada and VIGI RMA and warranty policies

II. Technical Support Limitations

While Business Product Technical Support strives to assist with a wide range of issues, some requests fall outside the scope of standard technical support. For example:

• Advanced custom configuration scenarios beyond Omada and VIGI documented use cases

• Integration with third-party systems not officially advertised as supported

• Modifying product system files or underlying architecture

• Inquiries regarding third-party firmware compatibility, as well as warranty issues caused by using third-party firmware

• Troubleshooting device installation environments, physical network environments, or physical installation issues, such as electrical installation problems

• Configuration of third-party firewalls, VPNs, routers, or other third-party products

• Designing enterprise-level network topologies outside of the Omada Design Hub

Business Product Technical Support may limit or decline support for issues outside the scope described in this article.

III. User Responsibilities

1. Network Design and Device Selection

Users are responsible for selecting and designing their own network architecture using Omada and VIGI products. Business Product Technical Support do not proactively provide personalized network design services. In response to product feature inquiries, Business Product Technical Support may offer pre-sales recommendations for suitable devices, while purchase decisions remain the responsibility of the user.

As guidance, we recommend:

• Consult with a certified Omada and VIGI partner or reseller

• Engage with the Omada and VIGI Community Forums for peer support

• Refer to official product specifications and overview information on our Omada and VIGI websites to select devices appropriate for business or enterprise networks

2. Configuration and Setup

Users must complete all device setup, configuration, and management independently through the Omada and VIGI software platforms and interfaces. The technical support team can provide best-practice recommendations, documentation, and instructional videos, but will not perform configuration on behalf of users or provide on-site installation or inspection services.

Support staff cannot assist with the following:

• Configuration involving third-party VPNs, gateways, switches, or other third-party products

• Managing third-party network monitoring or security tools

• Modifying operating system settings or third-party firewalls when they interfere with Omada software operation

3. Hosting the Omada Software Controller

If users choose to self-host the Omada Software Controller (for example, on Windows, macOS, or Linux), they are responsible for:

• Ensuring system compatibility and adequate hardware resources

• Managing third-party services that may interfere with the controller, such as antivirus software or firewalls

• Maintaining regular backups and system updates

Omada and VIGI support will not troubleshoot operating system-level issues unrelated to Omada or VIGI software.

4. Third-Party Compatibility

Users are responsible for managing the interaction between Omada/VIGI devices and third-party hardware or software. Support may be limited when third-party equipment is found to be causing conflicts.

Unless expressly stated in Omada and VIGI documentation, Omada and VIGI do not guarantee interoperability with:

• Third-party VPNs, routers, switches, or third-party integration platforms not officially confirmed

• Security software, third-party firmware, and firewall solutions

• Non-Omada network products or VIGI security surveillance systems

If you need assistance beyond our support scope, consider working with a certified network consultant or IT professional.