Product Data Sheet / Brochure

ProSupport Service Offerings
NETGEAR provides three (3) years of NBD onsite hardware replacement as part of the warranty
support for select business-class products. Now businesses can maintain critical networks with
minimum down time and without the added costs of purchasing extra NBD onsite support. The
products supported by the NBD replacement program include fully managed switches, wireless
controllers and select rack mount ReadyNAS
®
products. See the tables on the next pages.
NETGEAR, at its discretion, will provide services using a combination of remote technical
remediation, advanced hardware replacement and onsite hardware replacement. In the event
of a hardware failure, NETGEAR provides the following support:
• Ship a replacement unit for Next Business Day (NBD)
2
arrival.
• Dispatch a technician to arrive onsite who will:
- Remove the failed unit
- Install the replacement unit (including restoring the configuration file
3
)
- Test to ensure that the replacement unit is operational
- Package the failed unit for pick up
• Coverage & response time: 8 AM – 5 PM, Next Business Day
Onsite Hardware Replacement
Included with Warranty
Coverage (select products)
1 Austria, Belgium, France, Germany, Ireland, Luxembourg, The Netherlands & UK
2 Monday through Friday from 8am to 5pm local time, excluding NETGEAR holidays. Calls must be received and replacement
authorization must be issued by the following cutoff time for NBD hardware replacement delivery: US/Canada – 6 PM (EST), UK/
Ireland – 2 PM, Central Europe (CET) – 2 PM, Australia (EST) – 2 PM. Pre-registration of the products is required to ensure NBD
onsite replacement service
3 See customer responsibilities on backup of configuration files (ProSupport Terms and Conditions)
4 Upon owner granting permission. Required Internet access.
5 See the list of products covered : http://onsite.netgear.com
OnCall 24x7
Model Category
Basic HW
Trouble
Shooting
Advanced
Configuration
& Integration
Support
Remote Login
for Diagnosis
4
Escalation
Management
with Plan of
Action
NBD
Advanced HW
Replacement
NBD Onsite Tech
for Replacement
SW
Maintenance
Release
Notification
PMB0331 CAT.1
3
•
3 3 3
See Warranty
3
PMB0332 CAT.2
3
•
3 3 3
See Warranty
3
PMB0333 CAT.3
3
•
3 3 3
See Warranty
3
PMB0334 CAT.4
3
•
3 3 3
See Warranty
3
XPressHW
PRR0331 CAT.1
3
No NA NA
3
See Warranty
3
PRR0332 CAT.2
3
No NA NA
3
See Warranty
3
PRR0333 CAT.3
3
No NA NA
3
See Warranty
3
PRR0334 CAT.4
3
No NA NA
3
See Warranty
3
Warranty Support
0-90 days after
product purchase
3 3 3 3
•
Select Mid
Enterprise Products,
3 Years
5
NA
91 days after
product purchase
3
• • NA •
Select Mid
Enterprise Products,
3 Years
5
NA
LEGEND
3 Included
• Optional means the service or support feature is
available as a purchasable item.
NA Not Applicable
Service Offerings
Comparison Table