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Support

Support issues should be directed to the customer’s partner. NETSHIELD will work directly with the customer and partner as required to investigate and resolve issues.

Support service is available 5 AM GMT to 9 PM GMT excluding company and national holidays.

NETSHIELD Product Terms
  • NETSHIELD sells hardware and software network security products to customers through channel partners
  • The customer will purchase a hardware appliance with a license that entitles the customer to access features during the subscription period
  • The hardware has a standard one (1) year limited warranty - NETSHIELD Warranty and RMA Policy

Extended Hardware Warranty
The customer may purchase an extended hardware warranty to extend the standard one (1) year limited warranty up to four (4) years. The extended warranty must be purchased prior to the expiration of the standard one (1) year warranty.
Subscription License
The subscription license entitles the customer to utilize the features as defined in the license for the period of time defined in the license.
Version 9
  • Malware and Phishing updates to identify known Malware and Phishing sites
  • Vulnerability updates to detect Common Vulnerabilities and Exposures (CVE)
  • 9.4 Patch 32 is the final version on the old hardware platforms. There is no upgrade path from 9.4 patch 32 to version 10
Version 10
  • Malware and Phishing updates to identify known Malware and Phishing sites
  • Vulnerability updates to detect Common Vulnerabilities and Exposures (CVE)
  • Ongoing feature, functionality and bug updates are released on a monthly basis and are available via automated installation
  • The new hardware platform began shipping February 2017
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