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NESiGate™ Warranty and Support
New NESiGate Purchases
All new NESiGates purchased receive the standard 36 month warranty on the hardware at no additional charge and Firmware Warranty Support (for supported Firmware release levels only) for 12 months at no additional charge. At the end of the 12 month Firmware Support Warranty period, Firmware Support will be available only if the customer elects to purchase the Firmware Support option.
NOTE: The term "Firmware" refers to all software and microcode installed on the NESiGate appliance.
NESiGate Units still in 36-month warranty period (delivered prior to October 2006)
You will continue to receive NESiGate firmware support at no additional charge until the end of the 36 month warranty period, as long as a currently supported release of firmware is being used. At the end of the 36 month warranty period, you may elect to purchase NESiGate Firmware Support which will entitle you to continue receiving NESiGate firmware support, renewable on an annual basis, as long as a currently supported release of firmware is being used.
If you elect not to purchase NESiGate Firmware Support at the end of the 36 month warranty period, support will terminate at that time. You will not be entitled to receive any NESiGate firmware upgrades beyond what is currently available as of the date of the warranty termination, and you will not be able to contact NESi for any NESiGate support issues.
NESiGate Units currently out of warranty
You may elect to purchase Firmware Support which will entitle you to continue receiving NESiGate firmware support, renewable on an annual basis, as long as a currently supported release of firmware is being used.
If you elect not to purchase NESiGate Firmware Support, support for the Firmware will terminate on December 31, 2006. You will not be entitled to receive any NESiGate firmware upgrades beyond what is currently available as of the date of this announcement (Rel 2.7.6.2), and after December 31, 2006, you will not be able to contact NESi for any NESiGate support issues.
Trade Up Program
For those customers that wish to upgrade their NESiGate units to the latest technology, NESi is offering a Trade-Up program which will allow a transition to the latest technology and will restart the standard 36 month warranty for the hardware and receive Firmware Support for the first 12 months at no charge. Details of this program can be obtained by calling one of our Contact Numbers.
NESi may terminate support by providing a 30-day advance written notice.
Support Delivery
For NESiGate Software, warranty and post-warranty support is delivered remotely.
- Call the 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.
In the course of troubleshooting a
problem, you may be asked to send diagnostic information to NESi. Diagnostic
data may be collected by issuing the NESiGate command “getDiagInformation” from the CLI or Web interface.
FTP the resultant dump file to our ftp server (click here for instructions). The file is moved by issuing the "sendFile Diag" command.
Note: If the appliance cannot reach our FTP server (because of security policies or configuration) it may be necessary to FTP the dump file to an intermediate server and then to NESi.
Support personnel are automatically notified when a dump file is uploaded to the ftp server.
Hardware Support
In the event of a hardware failure, contact support for instructions. Most contracts include a 3-year factory warranty, next business day, supplied by IBM. Basic warranty may be “uplifted” to 24x7, 2 or 4 hour response, for up to 5 years, also supplied by IBM, for a modest additional charge.
Customer is responsible for scheduling an IBM service technician to visit the customer location to diagnose and repair the problem. Call IBM service (1-800-IBM-SERV) with the machine type (of the form xxxx-yyy, e.g. 8668-2SX) and the serial number. Both may be found on a small label on the front of the machine.
Modifications to NESiGate
NESiGate 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 the NESiGate appliance
- 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 NESiGate 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 NESiGate unit (by serial number) of a specific type. Keys are normally installed before shipment to a customer.
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