NETGEAR Prosupport Maintenance Contract Xpresshw 3 Years Category 2

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 re solution 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.

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.