Q&A

NetSureTM
What is the right maintenance plan for your network? NHR has always offered limited technical support and a
one-year warranty with all pre-owned equipment, and now NetSure provides a premium maintenance solution
for companies that need more comprehensive support. In many cases, NetSure is a better option than Cisco
SMARTnet for reliable, affordable 24x7 support and next-day replacement.

The following table and Q&A document help you compare NHR’s warranty and maintenance services to Cisco
SMARTnet.

Warranty & Maintenance Comparison

NHR Standard
SMARTnet NetSure
Warranty

Provider Cisco NHR NHR

Price $$$$ $$ Free with purchase

Cisco, Juniper,
Cisco, Juniper, Extreme, Foundry
Brands Covered Cisco Extreme, Foundry and others sold
pre-owned by NHR

NBD, 4-hour, or NBD subject to customs

Equipment 2-hour options and carrier restrictions, 4- NBD if in stock
Replacement subject to availability hour in select locations

Advanced
Replacement Yes Yes Yes, best effort basis

Technical Support 8x5 or 24x7 options 24x7x365 8x5

Flat rate per chassis Modular pricing

includes many
Pricing Structure (cover chassis, modules, or Free with purchase
modules; some modules any combination)
additional charge

Expires one year from

Terms Annual Contract Annual Contract purchase date (extended
warranty available)

Support for EOL Gear Only until scheduled end-of- Yes Yes
support date

Available on Used Recertification and reli- Yes, no recertification fees for Only available on equipment
Cisco Equipment censing fees may apply at equipment not purchased purchased from NHR
from Other Vendors Cisco’s discretion from NHR

Software Support Yes No No

 Q&A

Technical Assistance
Q What assistance does NetSure technical support provide?
A NetSure support provides all of the following:
• 24x7x365 call center support available on all covered equipment
• Response within one hour during standard business hours (Mon.–Fri., 7:00 a.m.–6:00 p.m. PT) and
response within two hours outside business hours.
• Support by phone, email and IM
• Technical support capabilities include:
• Assistance with product installation and use
• Review of equipment configurations and assistance limited to sample configurations and relevant
manufacturer documentation
• Hardware troubleshooting
• Support technicians are equipped to access covered equipment remotely via Telnet or GoToAssist
to diagnose and resolve performance issues

Q How is NetSure technical support different from the free support that is included with the standard warranty?
A Technical support provided under the standard warranty is limited to 8x5 and is designed to assist with basic
installation and troubleshooting questions that may occur during or shortly after installation. The technician
will assess any malfunctions to determine whether equipment placement is necessary.

Q My one-year warranty is about to expire, but I don’t really need 24x7 support. What is my best option?
A If 24x7 support isn’t important to you, we suggest selecting NHR’s extended warranty program. This program
provides advanced replacement on a best effort basis and basic 8x5 technical assistance–the same services
you enjoyed with your standard warranty–extended for the length of the contract you choose.

Q Is 24x7 support available without a NetSure contract?

A NHR customers needing technical assistance outside local business hours or on products no longer covered
by an NHR warranty, can purchase 24x7 support on a pay-per-service basis.

Replacement & Delivery

Q Is next-day delivery available in my area?
A Your NHR account manager will provide you with delivery service guarantees specific to your location as
customs and carrier restrictions may impact speed of service. In general, next-business-day replacement
service is available throughout the U.S. and to many locations in Europe. Customers in select locations may
also select a four-hour delivery guarantee.

Q What is the cut off for next-day delivery?

A NHR Technical Assistance must determine the need to ship a replacement prior to 2:00 p.m. PT to ensure
next-business-day delivery. Replacement shipments requested after 2:00 p.m. will be processed the follow-
ing business day for next-business-day delivery.
 Q&A

Third-Party Equipment Validation

Q How does NHR determine that equipment I purchased elsewhere meets functional specifications prior to
covering it under a NetSure contract?
A NHR technicians access your equipment remotely via Telnet or GoToAssist in order to validate its performance.
There are no additional “re-certification” fees for this service. Alternatively, you may choose to ship the
equipment to NHR for physical inspection in one of NHR’s test facilities.

Software
Q What happens if I need a software upgrade for equipment covered by NetSure?
A NetSure does not include software support, so you will need to purchase a software license from the
manufacturer or a OEM channel partner in order to upgrade software. Access to updates and/or patches
within the same feature set are typically available with the purchase of a software license.

Pricing and Availability

Q What is the pricing structure for NetSure service contracts?
A NetSure pricing is modular meaning that it is based on the individual components you choose to cover
rather flat fees for entire chassis regardless of configuration. This allows network managers the flexibility to
cover a complete chassis configuration, the chassis plus select critical modules, or, just a card that is excluded
under a manufacturer chassis-level maintenance contract. Your NHR account manager can provide a detailed
proposal for the equipment you are interested in placing under maintenance. For general reference, ask for a
sample pricing sheet that includes popular equipment.

Q How do I get NetSure?

A Contact your NHR account manager, or, if you are not a current NHR customer,
visit http://www.networkhardware.com/ContactNHR/ to contact the location nearest you for assistance.

Q Is NetSure available world wide?

A Netsure is available world wide. Replacement guarantees vary by location due to carrier and customers
requirements, so ask your account manager for details.

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