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Defective device
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Return of old devices
Defective device (RMA)
If you would like to make a complaint about one of our solutions or return it for other reasons, you will first need a return shipping number (RMA number).
Before shipping, please request this from our Customer Service Center. Our support team will be happy to provide you with information about the return process.
E-mail: support@insys-icom.de
Phone: +49 (0) 941 58692-661
Return of old devices (RMA)
If you would like to dispose of an electrical appliance purchased from INSYS icom GmbH correctly, you have the option of returning it to us directly.
To do this, please get in touch with your contact person in Sales via the head office to initiate the return in the same way as for returns.
E-mail: info@insys-icom.de
Phone: +49 941 58692-0
Please label the transport unit clearly as an old device and remember any stored passwords or security certificates before disposing of the device. It is recommended that you block existing access to the device (e.g. on your VPN server) and reset the device to factory settings (if possible) before passing it on or disposing of it.
Support directly from the manufacturer – Our services
Practical knowledge and many years of experience come together in our expert Customer Service Center in Regensburg. Unlike anonymous call centers, the network professionals are there to assist you personally and support you in German and English.
Standard Support (free of charge¹)
We support you in setting up a planned use case with all INSYS icom products: routers & gateways, icom Connectivity Suite – VPN and M2M SIM, icom Router Management, icom Data Suite.
Areas of application & scope
product commissioning, setup, initial configuration, fault exclusion, VPN configuration, routing, licensing, monitoring
¹ Please note that you may be charged for calls.
If this is the case, we will inform you of this during the call and require your consent.
Extended Support (chargeable)
We provide you with paid support as a service provider for higher-level network topics and specialised use cases that go beyond the INSYS icom product portfolio.
Areas of application & scope:
chargeable support services that are not part of the set-up or product specifics relating to INSYS icom hardware and software in terms of time, content or network or infrastructure topics.
Technical Support – How to reach us
Call-back service
Let us know when it suits you best
and we’ll get back to you!
No waiting time on the phone
Problem description in advance: Consultation with the specialist expert
More time for your request thanks to better planning
Technical Consulting
Are you interested in INSYS icom products, but would still like to clarify technical questions? Arrange your desired appointment directly!
45 minutes with a technical specialist
A close look at your use case
Expert knowledge based on precise problem description in advance
Direct contact
We are available by phone from Monday to Friday
at the following times: 09:00 – 12:00 pm and 01:00 – 04:00 pm
Your message to our technical support
You can also contact our support team using this contact form.
Please note: If you explicitly request a callback or have a very urgent request, please use our call-back service form.
Have a sales-related request?
e.g. information about our products, an offer or project enquiry