NESiGate Warranty and Support Policy
NOTICE: End of Sales and End of Support has been announced for the NESiGate-CA and NESiGate-CO products. See the announcement here.
NESiGate Firmware Support
NESiGate firmware support is provided at no charge for the first 12 months following a NESiGate purchase. Thereafter you may elect to purchase NESiGate firmware support on an annual basis. Firmware support entitles you to receive support as well as firmware updates, patches, and new releases at no charge, provided that a currently supported release of firmware is being used.
If you elect not to purchase NESiGate firmware support, you will not be entitled to receive support, firmware updates, patches, or new releases. For NESiGates on which support has not been purchased, support cannot be reactivated unless the firmware is repurchased. Firmware support coverage may be terminated by you or NESi at the end of any annual term by providing a 30-day advance written notice.
NOTE: The term "Firmware" refers to all software and microcode installed on the NESiGate appliance.
Trade Up Program
The Trade Up Program, which allowed customers to upgrade their NESiGate appliances to the latest NESiGate technology, is no longer available. However, options are now available to replace certain NESiGate models with host-based Ethernet-connected solutions, which eliminates the need for a NESiGate appliance. Details of this program can be obtained by calling one of our Contact Numbers.
Support Delivery
For NESiGate Software, warranty and post-warranty support is delivered remotely. For complete details on contacting Support, please refer to this section of our Software Support Policy.
In the course of troubleshooting a problem, you may be asked to send diagnostic information to NESi. Refer to the Common User Guide for details on the collection process of the diagnostic data. Upload the resultant dump file to our ftp server (click here for instructions).
Note: If the appliance cannot reach our FTP server (because of security policies or configuration) it may be necessary to upload 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.
