Celona is the first in the industry to offer the entire hardware and software stack require to deploy and operate private LTE networks in a highly automated manner – without compromising the powerful features of the cellular wireless technology. Celona solution offers three areas of unique differentiation in the market:

  • First integrated end-to-end private mobile network architecture,

  • Only solution that truly integrates with an existing enterprise network, and

  • KPI-driven operations that focus on app experiences beyond infrastructure.

Purpose of this article is to provide an overview of our technical support capabilities and warranty options for the hardware components.

Celona Express Support

The Celona CBRS LTE subscription includes 24x7 online technical support and free access to software updates for the Celona platform, featuring Celona Orchestrator, Celona Edge, Celona OS for its indoor and outdoor APs.

  • Global 24x7 access for Severity 1-4

  • Aggressive response times for critical issues, and root cause analysis

  • Unlimited number of support requests and remote support

  • Online access to product docs, articles and other online resources

Following the report of an issue by customer to Celona via the email address support@celona.io, Celona will adhere to the response and resolution times (measured from the Start Time) for issues reported as set forth below.


Celona Express Support

Hours of Operation

24 x 7 x 365

Length of Service

3 or 5-year subscription

SaaS & Access to Product Updates


Method of Access

Email and chatbot

Access to Help Center, Knowledge Base and Community Forums


Number of Support Requests


Root Cause Analysis

Severity 1 & 2 by request

Critical (Severity 1) Response Time

1 hour

High (Severity 2) Response Time

4 hours

Medium (Severity 3) Response Time

8 hours

Low (Severity 4) Response Time

24 hours



Critical (Severity 1)

Product is inoperable or its performance is so severely reduced that Product cannot be utilized. No workaround is available.

High (Severity 2)

There is significant Product performance degradation, but a workaround is available.

Medium (Severity 3)

There is an issue or defect causing minimal business impact.

Low (Severity 4)

Request for information; administrative requests

Hardware Warranty and Return

To request a return under the Hardware Warranty, Customer must notify Celona (or if the Products were purchased by Customer through a Partner, Customer may notify the Partner) within the Hardware Warranty period. To initiate a return directly to Celona, Customer must send a return request to Celona at support@celona.io.



Celona Indoor and Outdoor Access Points

From Start Date until expiration of the Service Term, and automatically extended for as long as the Customer maintains a subscription for the Products, subject to Celona announcing end of life of any Product (upon at least 6 months prior notice)

Celona Edge Appliances and External Antennas for Celona Outdoor AP

3-years from the Start date of the Service Term, with RMA advanced replacement

Hardware Products subject to the Limited Lifetime Warranty are eligible for advance replacement, in which case the replacement Hardware units will be shipped to Customer within one business day following issuance of the RMA.

To join our growing community of industry experts and engineers who are partnering with us in defining the future of enterprise wireless, visit celona.io/community.

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