Maintenance Plans

Standard Warranty

In addition to being extremely reliable, nAppliance products are easy to install, configure, and maintain. nAppliance Standard Warranty covers:

• Replacement of defective Hardware for Depot Repair: Simply return the hardware and nAppliance will repair or replace the unit.
• Web-Based Support: 30 days of web-based support for installation and configuration assistance.
• Web-Portal and Forum Access: Access to web-based support through the online support center portal or email 24 hours/day, 365 days/year.

Premium Maintenance Plans

Customers with mission-critical network requirements need around-the-clock access to nAppliance support team. nAppliance Premium Maintenance is an annual service that offers:

• Help Desk:
  • Web-Based + Phone Support: Support for installation and configuration assistance.
  • Web-Portal and Forum Access: Access to web-based support through the online support center portal or email 24 hours/day, 365 days/year.
  • Problem Escalation: Enhanced escalation for high-priority problems.
• Software Subscription: Up2date Services; all Software, patches, signatures updates and qualified upgrades for one full year.
• Advance Replacement of defective Hardware: nAppliance will ship you a replacement unit at first sign of trouble to help avoid costly downtime.

Supplemental Services

• Support Beyond Contracted Coverage Plans: Customers may request additional engineering support from the nAppliance support team outside of the score of purchased maintenance packages. As resource availability allows, support will be provided per nAppliance's standard hourly consulting rates. Contact your sales representative or support team for additional details on this program.
• End of Product Life Cycle Overview: nAppliance End-Of-Life Policy and announcement helps customer better manage their end-of-life transition and outline migration programs.
• Scope of Services and Prices: The scope of services and prices remain subject to modification and change from time to time.
• Contract Renewal: Renew your maintenance support contracts before they expire to avoid lapse charges and continue receiving up2date services.