Technical support

Extended Support: – expert know-how as a service

In addition to support for all INSYS icom hardware and software, our Customer Service Centre also offers Extended Support for a wide range of topics as an individual service.

In this way we support you in extended environments of your INSYS icom hardware and software solution, and supplement these with analysis and extended configuration topics. You benefit from the many years of data communication expertise of our experienced team.

Our Extended Support is available to customers with INSYS hardware or software solutions. You can take advantage of this as a call-off service in line with individual requirements and orders, with billing based on time required. We work on the basis of a fixed hourly rate and call-off services on a half-hourly basis.

Please contact us with your support request at

Compare our support options

Extended Support: Customers can use this service by agreement and for a fee according to the time required, for the following topics that go beyond the functions and configuration of the INSYS icom hardware and software, and relate to neighbouring environments or solutions as well as highly specialised use cases:


  • Creating LUA scripts and looking at customers scripts – maybe correct it
  • Sandbox and smartbox support

Security consulting for networks with INSYS Smart Devices


  • Planning and configuring customers own vpn infrastructure
  • Creating/renewing vpn certificates for customers own vpn


  • Analyzing log files of INSYS Smart Devices, INSYS Device Apps and Cloud Services on customer request
  • Analyzing INSYS Smart Devices, INSYS Device Apps or Cloud Services on customer request
  • Remote Access on Smart Devices via INSYS Connectivity Service (customer provides INSYS with access).
  • Monitoring of the cellular connection if required via the SIM management platform (only in connection with INSYS M2M SIM Service possible)

Customized service:

  • Individual analysis of Connection issues to 3rd party products and assistance during configuration of third party devices
  • Assistance during configuration of third party software products (e.g. PLC programming software)
  • Assistance during the connection of datapoint for a visualisation in the icom Dashboard, Cumulocity or a similar service.
  • Review of existing configurations on customer request

icom Router Management:

  • Support for the “Free” cloud licence is always billed as Extended Support (except for product errors)
  • Router registration, update planning and implementation, configuration templates, creation of user accounts

Reseller Support for Connectivity Suite – VPN Enterprise:
(after 10h of Reseller-Stater-Package-Support)
May include following topics concerning the administration of the reseller:

  • Creation of a user for the reseller
  • Renewing https certificates
  • Questions about licenses, possible number of devices without licenses
  • Questions about customer management
  • Questions about Account-specific Admin Settings
  • and any technical support concerning INSYS Connectivity Suite – VPN

Selected INSYS icom hardware:

  • Powerline, Powerline GP
  • Analog Modems, GSM Modems
  • Related accessories: antennas, cables, power supplies
  • Support  of this devices software ->(HSCOMM, VCOM)

Extended Support is invoiced according to actual expenditure, per half hour or part thereof. Therefore, the invoice price may differ slightly from the quotation price.

Standard Support: All customers receive general support for the following topics and signal strength issues.

  • INSYS icom routers with icom OS or INSYS OS, including accessories, commissioning, configuration, defect identification and support in the area of wireless communication.

  • icom Connectivity Suite (iCS) including router registration, PC registration, routing and security issues, connections to China, VPN topography basics, licensing issues

  • icom Data Suite (iDS) including licensing, iDS container configuration, protocols, interfaces, basics of data capture
  • M2M SIM including tariffs, setup, connectivity issues, antenna configuration and signal strength issues

icom Router Management:

  • Standard support is included in the “Basic” cloud licence
  • Router registration, update planning and implementation, configuration templates

Hotline – contact data

Our Customer Service Center supports you:

  • in your planning
  • in start-up operations
  • with malfunctions
+49 (0) 941 58692-661

Available: Monday – Friday from 8:00-12:00 and 13:00-17:00