PMB0311 ProSupport Enhanced Service Agreement: OnCall 24x7
Premium Technical Support + XPress Hardware Replacement, Category 1 Products, 1
NETGEAR understands that the integrity of your
network directly impacts the success of your
business. This is why we have designed a cost-effective
and flexible portfolio of service offerings which
suit your business needs. Backed by a team of
NETGEAR’s R&D engineering, our technical support
engineers will ensure that your NETGEAR products
operate even more efficiently and reliably, enabling
you to focus attention on your core business.
NETGEAR’s OnCall 24x7 contract provides
unlimited phone and email technical support for your
networking and storage products. The customer
receives an exclusive toll-free priority phone line
access to our technical experts for advanced
configuration and trouble shooting support.
Specifically, the OnCall 24x7 covers the following:
24x7 Technical Support, allowing you access to
our Global Support Centers (GSC) 24 hours a day, 7
days a week and 365 days a year.
24x7 Remote Diagnostics performed by our
technical experts who access real-time configuration
parameters, hardware and software revision levels,
and port statistics for prompt resolution of
Express hardware replacement for arrival within
next business day (NBD).1 This service ensures that
you will receive the replacement hardware promptly
in the unlikely event the product under coverage is
down due to a hardware issue.
Escalation management with Plan of Action (POA).
Online services entitling you to privileged
information and services such as personalized
support cases, online problem escalation, known
problem reports, release notes, troubleshooting
guides, and software maintenance releases.
Software Maintenance Releases Notification, a
service that automatically sends you an email
notification upon the availability of maintenance
and patch releases, as well as enhancements.
NETGEAR’s XPressHW provides basic hardware
support and next-business-day hardware replacement
for customers who are seeking to protect their
In the event of a hardware failure, NETGEAR will
expedite delivery of a replacement hardware for next-business-day
• Software Maintenance Releases Notification, a service that automatically
sends you an email notification upon the availability of maintenance and patch
releases, as well as enhancements.
Onsite Hardware Replacement Included with Warranty Coverage (select products)
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
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 file3)
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