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

SMARTnet NetSureNHR Standard

Warranty

Provider Cisco NHR NHR

Price $$$$ $$ Free with purchase

Brands Covered Cisco Cisco, Juniper, Extreme, Foundry

Cisco, Juniper, Extreme, Foundry

and others sold pre-owned by NHR

Equipment Replacement

NBD, 4-hour, or 2-hour options

subject to availability

NBD subject to customs and carrier restrictions, 4-

hour in select locationsNBD if in stock

Advanced Replacement Yes Yes Yes, best effort basis

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

Pricing Structure

Flat rate per chassis includes many

modules; some modules additional charge

Modular pricing (cover chassis, modules, or

any combination)Free with purchase

Terms Annual Contract Annual ContractExpires one year from

purchase date (extended warranty available)

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

Available on Used Cisco Equipment from Other Vendors

Recertification and reli-censing fees may apply at

Cisco’s discretion

Yes, no recertification fees for equipment not purchased

from NHR

Only available on equipment purchased from NHR

Software Support Yes No No

NetSureTM

Q & A

Technical AssistanceQ 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 & DeliveryQ 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.

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Q & A

Third-Party Equipment ValidationQ 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.

SoftwareQ 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 AvailabilityQ 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.

Q & A

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©2008, Network Hardware Resale

Network Hardware Resale and the Network Hardware Resale logo are registered trademarks of Network Hardware Resale LLC. NetSure and NHR are trademarks of Network Hardware Resale and/or its affiliates. All other company and product names are trademarks of their respective owners.

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