This page is your starting point for getting help with NETGEAR Enterprise products. Find the section that matches what you need. Quick questions are answered right here, and for step-by-step instructions, follow the link to the full article.
Set up your account and register your products before you need support. You need to register your product before you can open a case or activate a support contract.
- How do I create a MyNETGEAR account? Create a MyNETGEAR account
- How do I register my NETGEAR product? Register your product
- What support is included with my product? Every NETGEAR Enterprise hardware purchase includes complimentary technical support: 90 days of phone, chat and online support for Enterprise products, and 45 days for Essentials products. Fully Managed Switches also include 3 years of Sprint support, which starts automatically when you register the switch. For guaranteed response times and priority case handling, see NETGEAR Premium Support below.
Every NETGEAR Enterprise product includes hardware warranty coverage and Fast RMA replacement. Find out how to check your warranty status, what the warranty covers and how to request a replacement.
- Is my NETGEAR Enterprise product under warranty? For more information, see Check your warranty status.
- What is the NETGEAR Enterprise hardware warranty policy? For more information, see NETGEAR Enterprise hardware warranty.
- What is Fast RMA? Fast RMA is the standard hardware replacement included with your warranty. You return the faulty device to NETGEAR, and once we receive it, a replacement is sent to you. If you need a replacement shipped before you return the faulty device (advance replacement), consider Sprint, Overdrive or Fastlane support.
- How do I request a hardware replacement (RMA)? For more information, see Request an RMA.
When your complimentary support period ends, or if you need guaranteed response times from day one, NETGEAR Premium Support builds on your hardware warranty with three tiers: Sprint, Overdrive and Fastlane. Each tier adds progressively higher levels of responsiveness, access to engineering expertise and structured service features, so you can match support to how critical your network is.
- Which Premium Support tiers are available for my product? Premium Support is offered in three tiers: Sprint for essential, value-driven coverage; Overdrive for priority performance with 24/7 responsiveness; and Fastlane for a fully customized, high-touch engagement. Your NETGEAR Partner or Reseller can confirm which tiers are available for your product.
- Where can I find more information on the Sprint, Overdrive and Fastlane Premium Support tiers? For more information, see NETGEAR Premium Support.
- How do I buy Sprint, Overdrive or Fastlane support? You can buy NETGEAR Premium Support through your NETGEAR Partner or Reseller.
- Which SKU do I order? Each Premium Support contract is sold as a SKU for a specific product model, tier and term. The SKU starts with the tier (SPR for Sprint, DRV for Overdrive, FLS for Fastlane), followed by the product's model number and the term in months. For example, DRV-GSM4230UP-12 is Overdrive for a GSM4230UP for 12 months. The Premium Support SKUs available for your product are listed in its datasheet. Check your exact model number before you order and give the SKU to your NETGEAR Partner or Reseller.
Activate your support contract and learn how to reach the right team so your tier is recognized from the first contact.
- I bought Sprint, Overdrive or Fastlane. What happens next? After you buy Sprint, Overdrive or Fastlane from your NETGEAR Partner or Reseller and your order is processed, you'll receive an email with an activation key. Register your product and then activate the key on my.netgear.com to start your coverage. The activation key only works for the product model it was bought for.
- How do I activate my Sprint, Overdrive or Fastlane support contract on my.netgear.com?
- How do I engage support under my Sprint, Overdrive or Fastlane support contract?
Reach the NETGEAR Enterprise support team by phone, chat or email.
- How do I contact NETGEAR Enterprise support?
- What are the support phone numbers and hours? If you have Sprint, Overdrive or Fastlane support, the phone number and opening hours for your support tier are shown in the Support tile on your product's page on my.netgear.com. During complimentary support, click Get Support in the Support tile and choose Phone. Briefly describe your issue, click Next, and the phone number is shown with your case reference number. For more information, see How do I contact NETGEAR Enterprise support?
You can open a support case on my.netgear.com or in the Insight mobile app. If you're working in the Insight Cloud Portal, a link takes you straight to my.netgear.com. Have your product serial number ready.
- What are the NETGEAR Enterprise support SLAs? When you open a case, our technical support team reviews it and sets its priority. Guaranteed response times for Priority 1 (P1) cases depend on your Premium Support tier:
- Sprint: 24/5 support with an 8-hour P1 response time
- Overdrive: 24/7 support with a 2-hour P1 response time
- Fastlane: 24/7 support with custom P1 response SLAs
Complimentary support does not include a guaranteed response time. We endeavor to respond within 24 to 48 hours.
- What happens after I open a case? For more information, see What happens after I open a case?