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NETGEAR ProSupport is a suite of service and support offerings for small- and medium-sized businesses and mid-market customers deploying NETGEAR's ProSafe line of networking solutions.
NETGEAR's OnCall 24x7 is designed for customers who wish to maintain their own network products with assistance from NETGEAR technical experts. We designed the offering to complement our customer internal resources. The OnCall 24x7 offering provides you with the following benefits:
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)*. 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.
OnCall 24x7 Tech Support
NETGEAR extends your initial 90-day technical support with the OnCall 24x7 Tech Support package. OnCall 24x7 services are conducted by phone, chat and email, to solve any of your technical challenges.
With an OnCall 24x7 Tech Support contract, customers will have a dedicated ProSUPPORT Hotline to call for high priority service, with a less than four-hour† response or call-back time. Technical support requests receive high priority escalations for issue resolution.
Please note that OnCall 24x7 Tech Support contract purchases are non-refundable.
Professional Configuration and Setup Assistance
Schedule an appointment for a live consultation by an expert to configure, set up, or re-configure your device
Zero Cost – included with Hardware Purchase1
Hardware Warranty1,2 – Varies by product
NBD Replacement during Hardware Warranty Period – Select NETGEAR Business Products
90-Day 24x7 Free Technical Support3
Support by Email
Support by Chat
Support by Phone
24x7 Online Chat Tech Support3,4 – Select NETGEAR Business Products
With Optional ProSUPPORT OnCall 24x7 Contract
Hardware Warranty1,2 – Varies by product
NBD Replacement during Hardware Warranty Period – Select NETGEAR Business Products
Extended 24x7 Technical Support3,5
Support by Email
Support by Chat
Support by Phone
24x7 Online Chat Tech Support3,4 – For length of contract
NETGEAR SMB products come with a limited warranty that is valid only if purchased from a NETGEAR authorised reseller, and covers unmodified hardware, fans and internal power supplies. Requires product registration within 90 days of purchase. Void if product has been modified or damaged in any way. Does not apply to software or external power adapters.
Limited Lifetime Hardware Warranty and 24/7 Online Chat Support ends 5 years after product EOL date. Does not cover software. Does not apply to external power adapters.
24x7 technical support is offered in English only; all other regions follow local business hours.
24x7 Online Chat Tech Support duration varies by product. For Limited Lifetime Warranty products, online chat support duration ends with latter of hardware warranty or paid ProSUPPORT OnCall 24/7 contract expiration.
Varies according to the duration of the ProSUPPORT contract.
Products that contain multiple units may require separate and potentially different “Category” contracts for each unit. Refer to the specific product datasheet for more details.
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Due to the size, weight and delicate nature of Data and Server Cabinets, specialist couriers are required so they arrive on site in pristine condition.
We do our utmost to bare the delivery costs meaning we can deliver your cabinet free of charge to most areas, unfortunately there are some areas of the UK we are charged a lot more to deliver to and whilst we absorb as much of this cost as we viably can in certain cases we have to pass on some of these costs. Below is a list of these areas and the additional costs of delivery per cabinet.