Open Hour Technical Assistance
During office hours, we offer access to our Technical Assistance Center, including a single point of contact for fault reports, problem resolution, problem escalation and consultation.
Emergency Technical Assistance
24/7 access to our Net Insight Technical Assistance Center, including a single point of contact for fault reports, problem resolution, problem escalation and consultation.
Remote Investigation Assistance
Net Insight support engineers perform analysis and fault tracing of the customer network via remote access. Requires access to customer supervision network. Customers should be subscribers to our Open Hour Technical Assistance or Emergency Technical Assistance services.
License to Software Updates and Releases
Licenses for all Net Insight software updates and releases are available. Note that this offering is tied to the purchase of a GX/NV Software License. This means that if the current release of the GX/NV License is newer than the customer’s GX/NV License, a new GX/NV License must be purchased prior to buying these updates and releases.
Ten days Hardware Replacement
For the duration of the warranty period, products received for repair/replacement will be shipped free of charge within 10 business days from the time Net Insight receives the defective product and a Return Material Authorization is filed. After expiration of the warranty, regular repair/replacement fees apply.
Next day Hardware Replacement
For the duration of the warranty period, products received for repair/replacement will be shipped free of charge no later than the next business day (within business hours) from the time Net Insight receives the defective product and a Return Material Authorization is filed. After expiration of the warranty, regular repair/replacement fees apply.
Extended Hardware Warranty
The Extended Hardware Warranty increases warranty protection to 2-5 years instead of the normal 1 year. The same terms and conditions apply for this extended warranty as for the normal warranty. This additional coverage must be purchased together with the hardware product. Net Insight reserves the right to refuse to extend the warranty if the hardware is approaching end-of-life status, within a reasonable period of time.
Product Repair Service
Repair services are also available for defective Net Insight products that are not covered by warranty. An estimated price and repair time is provided after inspection of the submitted item.