The SafetyNet™ support programs from Trapeze Networks™ offers two packages - the
Hardware + Support Package and the
Support Package. Both packages offer premium support beyond the initial limited product warranty.
Advanced Hardware Replacement and Support Package
- Extended hardware warranty
- Ship by next business day
- Software subscription including major, minor, and maintenance releases
- Technical support assistance
Hardware Return and Replace and Support Package
- Extended hardware warranty replacement
- No advanced hardware replacement - ship replacement unit within 14 days of receipt of failed unit
- Software - major, minor and maintenance software releases
- Access to technical assistance
Support Package
- No extended hardware warranty replacement
- Access to technical assistance
- Software - major, minor and maintenance software releases
Trapeze administers the support packages through two support
programs - the
Customer Support Program and the
Partner Support Program.
Customer Support Program (CSP)
- Trapeze sells the support packages directly to end customers or through partners
- End users call Trapeze for warranty or support
Partner Support Program (PSP)
- Trapeze channel partners sell and renew support packages directly to end customers
- End users call channel partners for warranty or support issues.
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Initial Warranty
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Advance Hardware Replacement + Support Package
(SNS-SP-101/103)
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Hardware Return and Replace + Support Package
SNS-SP-151/153
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Support Package
SNS-SP-201/203
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Hardware Replacement
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Yes, 1 year from product shipment date from Trapeze Networks.
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Yes, for duration of support contract.
Advance Hardware Replacement
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Yes, for duration of support contract. Hardware Return and Replacement - replacement shipped within 14 calendar days of receipt of failed unit.
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N/A
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Advance Hardware Replacement
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No, repair or replacement within 14 calendar days from receipt of the failed unit.
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Yes, next-business day advance hardware replacement
(See Note 1)
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N/A
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N/A
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Software Subscription
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No, 90-day software warranty from product shipment from Trapeze Networks. Provide software maintenance updates during warranty period.
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Yes, from SafetyNet Online
(See Note 2)
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Yes, from SafetyNet Online
(See Note 2)
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Yes, from SafetyNet Online
(See Note 2)
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Phone Support
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Limited, available during local support center business hours.
Support only for hardware replacement and 90-day maintenance software updates.
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Yes, available during local support center business hours.
24x7 page-out support, for after hours Severity 1 issues.
(See Note 3)
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Yes, available during local support center business hours.
24x7 page-out support for after hours Severity 1 issues.
(See Note 3)
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Yes, available during local support center business hours.
24x7 page-out support for after hours Severity 1 issues.
(See Note 3)
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SafetyNet Online
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No
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Yes
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Yes
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Yes
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E-mail Support
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Limited, available during local support center business hours.
Support only for hardware replacement and 90-day software maintenance updates.
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Limited, available during local support center business hours.
(See Note 3)
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Limited, available during local support center business hours.
(See Note 3)
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Limited, available during local support center business hours.
(See Note 3)
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Notes
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Note 1
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Certain countries may have shipping delays. Advance shipping times may vary based on quantities. Requests must be received by 1 p.m. local service center time to be shipped out the following day. Shipments occur only during weekdays, excluding local service center holidays.
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Note 2
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Certain licensed features may not be included.
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Note 3
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For Partner Support Programs (PSP) end-customers - Support hours and response times are determined by the channel partners.
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Definitions
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Software Subscriptions
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Includes major, minor, and maintenance software updates (unless the software is a new product by Trapeze for which a separate charge applies
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SafetyNet Online
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Includes access to the online trouble ticket system, knowledgebase, and product documentation.
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Severity 1
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class="style13">The network is "down" or there is a critical impact to your business operations.
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Severity 2
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Operational performance of your network is impaired while most business operations remain functional.
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Severity 3
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You require information or assistance with installation or configuration. There is no effect on your business operations.
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Severity 4
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You require information on product capabilities or operation. There is no effect on your business operations.
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Per-Event Services
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Hardware Replacement
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Full product list price - For product replacment on products that are currently out of warranty and you do not have a SafetyNet support contract.
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On-Site Support
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A professional service - per-hour pricing model, plus travel and expenses.
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For more information on about Trapeze SafetyNet support packages, contact us at services@trapezenetworks.com.
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