NETGEAR ProSupport for ReadyNAS

NETGEAR ReadyNAS products are deployed in a wide variety of environment  –  from small businesses and enterprise branch offices to mid-range data centers.   To meet the needs of these varying environment,   NETGEAR offers a set of flexible service offerings for ensuring smooth, efficient and affordable deployment and operation of your ReadyNAS products.

OnCall 24×7 with Advanced Technical Support

This offering is highly recommended for customers who are looking to deploy ReadyNAS in a business-critical environment or small business owners with limited IT support resources.  Having an OnCall 24×7 contract entitles the customers

• Unlimited 24×7 access to highly skilled technical experts from our Global Support Centers 365 days a year
• Advanced technical support include (not limited to)
  • Integrating ReadyNAS with an authentication database (e.g. Microsoft Active Directory)
  • Configuring privilege and permission levels for users from multi sites
  • Deploying ReadyNAS in virtualized environments (e.g. VMware ESX)
• Diagnosing and configuring your ReadyNAS using secured remote diagnostic tools
• Advanced next business day* (NBD) hardware replacement in the event of a hardware failure.    NETGEAR pays for the returned of the defective product.
• Software release notification, a service that sends you an email notification upon the availability of maintenance and patch releases.

XPressHW contract provides basic hardware support and next business day hardware replacement in the event of a hardware failure.

• Basic hardware trouble shooting support 24x7x365
• Advanced next business day* (NBD) hardware replacement in the event of a hardware failure.    NETGEAR pays for the returned of the defective product.
• Software release notification, a service that sends you an email notification upon the availability of maintenance and patch releases.

Onsite Replacement Support (Included with Product Purchase)

NETGEAR provides three (3) years of NBD onsite hardware replacement as part of the warranty support for selected 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 table below.

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) arrival.
• Dispatch a technician to arrive onsite who will
  • Back up and copy the configuration files** (if necessary)
  • Remove the failed unit
  • Install the replacement unit (including restoring the configuration file**)
  • Test to ensure that the replacement unit is operational
  • Package the failed unit for pick up
• Coverage & response time: 9 AM – 5 PM, Next Business Day

Service Contract Ordering Information by Model:

ReadyNAS Model	OnCall 24×7 with Advanced Technical Support SKU	XPressHW with Basic Hardware Support SKU	Next Business Day Onsite Replacement*
ReadyNAS Pro 2	PMB0331	PRR0331	N/A
ReadyNAS NVX ReadyNAS Pro 4 ReadyNAS Ultra 4 ReadyNAS Ultra 4 Plus	PMB0332	PRR0332	N/A
ReadyNAS  Pro 6 ReadyNAS Ultra 6 ReadyNAS Ultra 6 Plus	PMB0333	PRR0333	N/A
ReadyNAS 1100 ReadyNAS 1500 ReadyNAS 2100	PMB0333	PRR0333	N/A
ReadyNAS 3100	PMB0333	N/A	Included with Warranty
ReadyNAS 3200 ReadyNAS 4200	PMB0334	N/A	Included with Warranty

To purchase a Service Contract, click here.

*Contact your local support center for cut-off time. US/Canada 6 PM (EST)