Page 1
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: [email protected]
Page 2
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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ProSupport Service Offerings
CATEGORY 1
Model Product Description OnCall 24x7
PMB0311 and PMB0331
DGF V338 ProSafe® Wireless ADSL Modem VPN Firewall Router • • NA
FS1 08 ProSafe® 8-port 10/100 Desktop Switch • • NA
FS1 08P ProSafe® 8-port 10/100 Desktop Switch with 4-port PoE • • NA
FS1 16 ProSafe® 16-port 10/100 Desktop Switch • • NA
FS1 16E ProSafe Plus Switch, 16-port Fast Ethernet • • NA
FS1 16P ProSafe® 16-port 10/100 Desktop Switch with 8-port PoE • • NA
FS7 26T ProSafe® 24-port 10/100 Smart Switch with 2 Gigabit Ports • • NA
FS7 26TP ProSafe® 24-port 10/100 Smart Switch with 2 Gigabit Ports and 12-port PoE • • NA
FS7 28TP ProSafe® 24-port 10/100 Smart Switch with 4 Gigabit Ports and 24-port PoE • • NA
FS7 28TS ProSafe® 24-port 10/100 Stackable Smart Switch with 4 Gigabit Ports • • NA
FS7 50T2 ProSafe® 48-port 10/100 Smart Switch with 2 Gigabit Ports • • NA
FS7 52TS ProSafe® 48-port 10/100 Stackable Smart Switch with 4 Gigabit Ports • • NA
FSM726-300 ProSafe® 24-port 10/100 L2 Managed Switch with 2 Combo Gigabit Ports • NA
FVG 318 ProSafe® 802.11g Wireless VPN Firewall 8 • • NA
FVS 318 ProSafe® VPN Firewall 8 w/8-port 10/100 Switch • • NA
FVS318G ProSafe 8-port Gigabit VPN Firewall • •
FVS 336G ProSafe® Dual WAN Gigabit SSL VPN Firewall • • NA
FVS3 38 ProSafe® VPN Firewall 50 w/8-port 10/100 Switch and Dial Back-up • • NA
FVX 538 ProSafe® VPN Firewall 200 w/8-port 10/100 and 1-port Gigabit Switch • • NA
GS105 ProSafe® 5-port Gigabit Desktop Switch • • NA
GS105E ProSafe® Plus Switch, 5-port Gigabit Ethernet • •
GS1 08 ProSafe® 8-port Gigabit Desktop Switch • • NA
GS1 08T ProSafe® 8-port Gigabit Smart Switch • • NA
GS110TP ProSafe® 8-port Gigabit Smart Switch with POE & 2 Fiber SFP Ports • • NA
GS1 16 ProSafe® 16-port Gigabit Desktop Switch • • NA
GS1 16E ProSafe® Plus Switch 16-port Gigabit Ethernet • • NA
GS5 24T ProSafe® 24-port Gigabit Rackmount Switch • • NA
GS7 16T ProSafe® 16-port Gigabit Smart Switch • • NA
GS7 24T ProSafe® 24-port Gigabit Smart Switch • • NA
GS7 24TS ProSafe® 24-port Gigabit Stackable Smart Switch • • NA
GS7 48T ProSafe® 48-port Gigabit Smart Switch • • NA
JFS 516 ProSafe® 16-port 10/100 Rackmount Switch • • NA
JFS 524 ProSafe® 24-port 10/100 Rackmount Switch • • NA
JFS 524E ProSafe® Plus Switch, 24-port Fast Ethernet • • NA
JGS 516 ProSafe® 16-port Gigabit Racmount Switch • • NA
JGS 524 ProSafe® 24-port Gigabit Rackmount Switch • • NA
JGS 524E ProSafe® Plus Switch 24-port Gigabit Ethernet • •
RND P22XX ReadyNAS Pro 2 • •
SRX 5308 ProSafe® Quad WAN SSL Gigabit VPN Firewall • •
SRX N3205 ProSafe® Wireless-N VPN Firewall • •
WAGL102 ProSafe® Dual Band Light Wireless Access Point • • NA
WAG102 ProSafe® Dual Band Wireless Access Point • • NA
WGL 102 ProSafe® 802.11g Light Wireless Access Point • • NA
WG1 02 ProSafe® 802.11g Wireless Access Point • • NA
WG1 03 ProSafe® 802.11g Wireless Access Point • • NA
WG3 02 ProSafe® 802.11g Wireless Access Point • • NA
WNA P210 ProSafe® Wireless-N Access Point • • NA
WNA P320 ProSafe® Wireless-N Access Point • • NA
WND AP350 ProSafe® Dual Band Wireless-N Access Point • • NA
XPressHW
PRR0331
Onsite NBD
LEGEND
3 Included
• Optional means the service or support feature is
available as a purchasable item.
NA Not Applicable
3
NA
NA
NA
NA
NA
NA
Page 4
Please refer to the ProSupport Part Number for each ProSafe® or ReadyNAS product
CATEGORY 2
Model Product Description OnCall 24x7
PMB0332
GS7 24TP ProSafe® 24-port Gigabit PoE Smart Switch • • NA
GS7 24TPS ProSafe® 24-port Gigabit Stackable PoE Smart Switch • • NA
GS7 48TP ProSafe® 48-port Gigabit PoE Smart Switch • • NA
GS748TPS ProSafe® 48-port Gigabit Stackable PoE Smart Switch • • NA
GS7 48TS ProSafe® 48-port Gigabit Stackable Smart Switch • • NA
GSM 7224- 200 ProSafe® 24-port Gigabit L2 Managed Switch • NA
RND P400U ReadyNAS Ultra 4 Plus • • NA
RND P4XXX ReadyNAS Pro 4 • • NA
RND U4XXX ReadyNAS Ultra 4 • • NA
RND X400E ReadyNAS NVX Pioneer Edition • • NA
RND X4XXX ReadyNAS NVX • • NA
WMS 5316 ProSafe® 16-AP Wireless Management System • • NA
XPressHW
PRR0332-100
CATEGORY 3
Model Product Description
GSM7228PS ProSafe
GSM 7248- 200 ProSafe® 48-port Gigabit L2 Managed Switch • NA
GSM 7328F S ProSafe® 24 SFP Gigabit Layer 3 Stackable Switch with 4 10 Gigabit Slots • NA
GSM 7328S
RNDP600U ReadyNAS Ultra 6 Plus • • NA
RNDP6XXX ReadyNAS Pro 6 • • NA
RNDU6XXX ReadyNAS Ultra 6 • • NA
RNRP4410
RNRP4420
RNR X4410
RNR X4420
RNR X4450
RNR X44XE ReadyNAS 1500 XTB Network Storage • • NA
WC7520 ProSafe
WFS 709TP ProSafe® Smart Wireless Switch • NA
®
24-P GE L2 MGD POE Switch Stack • NA
ProSafe® 24-port Gigabit L3 Managed Stackable Switch with 4 10 Gigabit
Ports
ReadyNAS 3100, 4TB W/4X1TB
ReadyNAS 3100, 8TB W/4X2TB
ReadyNAS 2100 4 TB Rackmount Unified Network Storage with Dual GigaE
and iSCSI Support
ReadyNAS 2100 8 TB Rackmount Unified Network Storage with Dual GigaE
and iSCSI Support
ReadyNAS 2100 2 TB Rackmount Unified Network Storage with Dual GigaE
and iSCSI Support
®
20-AP Wireless Controller • NA
OnCall 24x7
PMB0333
• NA
• NA
• NA
• • NA
• • NA
• • NA
XPressHW
PRR0333-100
CATEGORY 4
Model Product Description
GSM 7252P S ProSafe® 48-Port GE L2 Managed PoE Switch Stack • NA
GSM7 352S
RN12P0610 ReadyNAS 3200 6 TB Network Storage System • NA
RN12P1210 ReadyNAS 3200 12 TB Network Storage System • NA
RN12P1220 ReadyNAS 3200 24 TB Network Storgage System • NA
RN12G0620 ReadyNAS 4200 12 TB (6X2)10 GBE • NA
RN12G1220 ReadyNAS 4200 24 TB (12X2)10 GBE • NA
RN12S0620 ReadyNAS 4200 6X2TB SFP + 10GE • NA
RN12S1220 ReadyNAS 4200 12X2TB SFP + 10GE • NA
RN12T1210 ReadyNAS 4200, 12TB W/12 X 1TB • NA
RN12T1220 ReadyNAS 4200, 24TB W/12 X 2TB • NA
XSM7224S
ProSafe® 48-port Gigabit L3 Managed Stackable Switch with 4 10 Gigabit
Ports
®
ProSafe
24-port 10 Gigabit Stackable L2+ Managed Switch
OnCall 24x7
PMB0334
• NA
• NA
XPressHW
PRR0334
Onsite NBD
3
Onsite NBD
3
3
3
3
3
3
3
3
Onsite NBD
3
3
3
3
3
3
3
3
3
3
3
3
LEGEND
3 Included
• Optional means the service or support feature is
available as a purchasable item.
NA Not Applicable
350 E. Plumeria Drive
San Jose, CA 95134-1911 USA
1-888-NETGEAR (638-4327)
E-mail: [email protected]
www.NETGEAR.com
© 2010 NETGEAR, Inc. NETGEAR, the NETGEAR Logo, NETGEAR Digital Entertainer Logo, Connect with Innovation, FrontView, IntelliFi,
PowerShift, ProSafe, ProSecure, RAIDar, RAIDiator, X-RAID, RangeMax, ReadyNAS and Smart Wizard are trademarks of NETGEAR, Inc. in
the United States and/or other countries. Mac and the Mac logo are trademarks of Apple Inc., registered in the U.S. and other countries.
Other brand names mentioned herein are for identification purposes only and may be trademarks of their respective holder(s). Information
is subject to change without notice. All rights reserved.
Prosupport_DS_US-CAN-30Jun2011
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