Netgear PMB0313-10000S Product Data Sheet
Service Offerings
Data Sheet
OnCall 24x7
(Includes XPressHW)
ProSupport
(USA, Canada, Australia and Select EU Countries1)
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 technical issues.
• 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.
XPressHW
24/7
T E C H N I C A L
S U P P O R T*
NETGEAR’s XPressHW provides basic hardware support and next-business-day hardware
replacement for customers who are seeking to protect their hardware investment.
• In the event of a hardware failure, NETGEAR will expedite delivery of a replacement hardware
for next-business-day arrival.
• 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.
1
1-888-NETGEAR (638-4327)
Email: info@NETGEAR.com
ProSupport Service Offerings
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 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 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
Service Offerings
Comparison Table
LEGEND
3 Included
• Optional means the service or support feature is
available as a purchasable item.
NA Not Applicable
OnCall 24x7
Model Category
PMB 0331 CAT.1
PMB 0332 CAT.2
PMB 0333 CAT.3
PMB 0334 CAT.4
Basic HW
Trouble
Shooting
3
3
3
3
Advanced
Configuration
& Integration
Support
•
•
•
•
Remote Login
for Diagnosis
Management
4
with Plan of
Action
3 3 3
3 3 3
3 3 3
3 3 3
Escalation
NBD
Advanced HW
Replacement
NBD Onsite Tech
for Replacement
See Warranty
See Warranty
See Warranty
See Warranty
Maintenance
Release
Notification
XPressHW
PRR 0331 CAT.1
PRR 0332 CAT.2
PRR 0333 CAT.3
PRR 0334 CAT.4
3
3
3
3
No NA NA
No NA NA
No NA NA
No NA NA
3
3
3
3
See Warranty
See Warranty
See Warranty
See Warranty
Warranty Support
0-90 days after
product purchase
91 days after
pro duct purch ase
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)
3 3 3 3
3
• • NA •
•
Select Mid
Enterprise Products,
5
3 Years
Select Mid
Enterprise Products,
5
3 Years
SW
3
3
3
3
3
3
3
3
NA
NA
4 Upon owner granting permission. Required Internet access.
5 See the list of products covered : http://onsite.netgear.com
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