HyperIP Warranty and Support

NetEx’s HyperIP product has a 90-day warranty from the date of shipment. After the warranty period, support is included in the Annual License Fee at no additional charge. NetEx may terminate support by providing a 30-day advance written notice.

• Call the NetEx support line at 800-854-0359
• Send an email to support@netex.com
• Fill out the problem report form on this web site -> Services/Support -> Report a Problem.

Emergency support is available 24x7x365, simply call the support number and a technician will be paged for after-hours emergency support. Non-emergency calls will be responded to by 9:00 AM (Central Time) next business day.

Software Warranty and Support

For HyperIP Software, warranty and post-warranty support is delivered remotely. In the course of troubleshooting a problem, you may be requested to return diagnostic information to NetEx. If so requested by NetEx support, diagnostic data may be collected by issuing the HyperIP command “dumpdiaginfo.” To issue this command,

• Open a browser window to the HyperIP unit from which data is to be collected
• Enter the administrative password for the unit

• On the top of the left panel and proceed to the diagnostic page
• In the middle of the "HyperIP Diagnostic Commands", click on the “DumpDiagInfo” button
• FTP the resultant dump file to NetEx. The file is moved by clicking the "DumpMove" button. The default location is NetEx's FTP server (ftp.netex.com), into the "uploads/hyperip" directory. Supply "anonymous" as the userid and your email address as the password for the transfer.
  
  Note: If the HyperIP appliance cannot reach NetEx's FTP server (i.e. because of security policies/configuration) it may be necessary to FTP the dump file to an intermediate FTP server and then to NetEx.

• NetEx support personnel are automatically notified when a dump file is uploaded to the ftp server.

Hardware Warranty and Support

For the HyperIP appliance, the warranty and post-warranty support is provided at NetEx’s depot. Customer is responsible for returning the defective appliance to NetEx’s depot. NetEx will repair or replace the defective appliance and return it to the customer. On-site support plans may also be available – contact NetEx support or your HyperIP sales agent for details.

In the event of a hardware failure, contact NetEx support for further instructions. DO NOT return the unit until instructed to do so, and after having obtained an RMA number from NetEx. Having contacted NetEx support and obtained an RMA number, securely package the unit to be returned in the original packing carton and ship to NetEx at:

Network Executive Software (NetEx)
6420 Sycamore Lane North
Suite 300
Maple Grove, MN 55369
Attn: RMA Return

When support issues an RMA number, a replacement unit is scheduled to be shipped to the customer’s location. The replacement will be shipped by “best methods” at NetEx’s expense. If expedited, overnight delivery is requested, the customer will be invoiced for the additional expense.

Modifications to HyperIP

HyperIP is an appliance that contains proprietary software.  Modifications to the software or hardware platform that are not specifically authorized by NESi are prohibited.

Examples of prohibited activities include (but are not limited to) the following items:

• Installing other software on HyperIP
• Modifying the file system (including adding, deleting, or moving files and/or directories, or changing permission levels, ownership, or other attributes of files and/or directories)
• Adding or deleting user accounts
• Starting or stopping system services
• Adding or removing hardware components

Any unauthorized modifications to HyperIP may affect its operation and/or obstruct NESi’s ability to diagnose problems and provide corrections. Any work resulting from unauthorized modifications shall be paid by the customer at NESi’s then-current support rates and may result in the immediate termination of warranty/support coverage.

Keys

Product Keys are designed to enable the successful operation of a specific HyperIP unit (by serial number) up to a specific bandwidth speed for a specific period of time.

The HyperIP appliance is shipped without keys installed. A “Ship Key” is needed for each new HyperIP unit which will provide operation for 90 days. For continuous operation of the HyperIP
unit past the initial 90-day “Ship Key” period, a new key that provides operation for the balance of the license term (“Term Key”) must be installed prior to the expiration of the “Ship Key”. The “Term Key” is available once product payment has been received.

In order to retrieve the “Ship Key” and “Term Key,” NetEx customers must first register on the NetEx
Registered Customer Intranet (www.hyperip.com). Customers will need their “Customer Code” to
register. Customer Codes are located on the packing list that ships with each HyperIP unit. If you cannot locate your Customer Code or your packing list, contact NetEx via telephone at:
1-888-604-5573 or 763-694-4300 (Monday – Friday, 8AM – 5PM Central Time) or via e-mail at:
nesi-admin@netex.com. You will need the HyperIP serial number to receive your Customer Code. Once successfully registered, keys (when available) can be viewed and installed on the respective HyperIP unit (based on serial number).

IMPORTANT NOTE: THE HYPERIP SOFTWARE KEY ALLOWS OPERATION OF THE PRODUCT
FOR A DESIGNATED PERIOD OF TIME. IF APPLICABLE FEES ARE NOT PAID IN A TIMELY
MANNER OR IF THE LICENSE IS TERMINATED, THE HYPERIP PRODUCT MUST BE REMOVED
FROM THE NETWORK, OTHERWISE IT WILL CEASE OPERATION WHICH MAY INTERRUPT DATA TRANSMISSIONS.