NETGEAR Inc., a worldwide provider of technologically advanced, branded networking products, announced the launch of its ProSupport Services, a suite of new service and support offerings for small and medium-sized businesses and mid-market customers deploying NETGEAR’s ProSafe line of networking solutions. ProSupport offers four levels of product and technical support designed to provide end users of NETGEAR’s ProSafe business-class products with enhanced networking services including OnSite 24×7, OnSite 9×5, OnCall 24×7, and XPressHW basic express hardware replacement.
Sold exclusively through NETGEAR authorized distributors, leading direct marketers and value-added resellers, ProSupport packages provide service to SMB and mid-market customers over a three-year coverage period through locally-based business support teams of experienced networking professionals and a partnership with NCR to provide on-site support through its team of over 3,300 customer engineers worldwide. Customers can customize their support to their specific need by choosing from packages ranging from basic hardware support with next business day hardware replacement to a comprehensive OnSite 24×7 support package that features four-hour onsite response.
Available immediately in the United States, NETGEAR will also extend its ProSupport service packages internationally in the coming months to provide the same level of enhanced service and support for users of ProSafe networking solutions in select European countries.
“Service solutions such as NETGEAR ProSupport are an absolute must for mission critical business customers who require 24x7x365 support,” said Martin Vargas, President of Axcelerate Networks, a leading solution provider based in Santa Clara, California. “ProSupport solutions enable resellers to further penetrate a wider range of companies with NETGEAR ProSafe business-class networking products.”
“If a small business or mid-market company experiences unexpected network downtime, the results can be as financially devastating or damaging to the overall operations of the company as any large enterprise. The comprehensive support and service program offered by NETGEAR ProSupport, is especially valuable for companies that don’t have dedicated IT personnel,” explained Raymond Lee, Director of Customer of Support and Services. “With the launch of ProSupport, NETGEAR is growing its commitment both to end users and resellers by enhancing the service and support component of our popular hardware offerings to deliver a total networking solution meeting the unique demands of SMB and mid-market companies.”
NETGEAR’s value-packed ProSupport packages provide users with four levels of service offerings: OnSite 24×7, OnSite 9×5, OnCall 24×7, and XPressHW.
ProSupport OnSite 24×7 and OnSite 9×5 are NETGEAR’s advanced support packages designed for customers desiring complete network support. For companies desiring immediate support, ProSupport OnSite 24×7 delivers a response time for hardware support and replacement of four hours. ProSupport OnSite 9×5 provides on-site hardware support by the next business day. Both plans deliver 24×7 advanced phone technical support, escalation support, and software update notification. They are available on all NETGEAR ProSafe Layer 3 Switches and select models of ProSafe VPN Firewalls, Layer 2 managed switches and Smart Switches.
For customers that have basic IT skills, ProSupport OnCall 24×7 adds 24×7 advanced network support, escalation management and software update notification for NETGEAR’s family of ProSafe Switches, Wireless Access Points, and VPN Firewalls.
ProSupport XPressHW provides basic hardware support and next-business day hardware replacement for a period of three years for NETGEAR’s ProSafe unmanaged switches, Smart Switches wired and wireless VPN Firewalls, and Wireless Access Points.