HyperIP Warranty and Support Policy

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.

For complete details on contacting Support, please refer to this section of our Software Support Policy.

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. Contact support or follow the instructions in the User Guide to obtain and upload the diagnostic information to NetEx for analysis.

Software Support under VMware
NetEx confirms that we will support customers running HyperIP on supported Operating Systems in a VMware virtual machine environment.

NetEx will provide unqualified support for HyperIP running in a VMware virtual environment in an identical manner as with HyperIP running on any other major x86 based systems without initially requiring reproduction of issues on native hardware. Should NetEx suspect that the virtualization layer is the root cause of an incident; the customer will be required to contact the appropriate VMware support provider to resolve the VMware issue.

While NetEx products are expected to function properly in a VMware virtual environment, there may be performance implications which can invalidate NetEx's typical sizing and recommendations.

NetEx Supplied Hardware Appliance Warranty and Support
If NetEx determines the problem is in the hardware, a replacement unit will be shipped to the customer, along with a temporary key (90-day validity). An RMA number will be issued to the customer, and the customer must return the failing unit at Customer's expense to NetEx's designated factory location. Please note that the minimum Field Replacement Unit (FRU) is the entire appliance. Replacement of individual hardware components, e.g. hard drive or memory chip, by the customer is not allowed and will void the manufacturer's warranty.

If a replacement request is received by 14:00 US Central Time on a NetEx business day, a replacement unit will be shipped out the same day. Replacement units will be shipped via air courier to a US address at NetEx's expense (international shipment costs are not included).
Securely package the failing unit in the original packing carton, include the RMA number on the exterior of the shipping carton, and ship to the following address:

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

Once the defective unit is received by NetEx, the regular production key will be provided (valid for the remainder of the unexpired term of the original key).

Modifications to HyperIP
HyperIP is an appliance that contains proprietary software.  Modifications to the software or hardware platform that are not specifically authorized by NetEx 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: 800-854-0359 or 763-694-4300 (Monday - Friday, 08:00 - 17:00 US 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.