Device Support Plans are available for all hardware purchased from NetFire. These plans ensure expert support for the health, function, and continuity of your hardware environment. They do not cover the day-to-day use of the device by your team. If you need support for how to use your device, install applications, or troubleshoot operating systems, please see our Helpdesk Service.

Each support level below outlines the scope of coverage and applicable response times. Onsite service availability is based on proximity to NetFire dispatch locations. Some services may require additional components such as a monitoring gateway or spare part inventory.

1. Hardware Support: Covers all physical components up to the OS boot stage. Includes BIOS, BMC, and firmware assistance.
2. Device Software Support: Only includes factory-installed control software (for example, printer firmware or network device software). Operating systems like Windows, macOS, or Linux are not covered. For these, see the Helpdesk Service.
3. Incident Response Time: Bronze support applies only during business hours (9 AM to 5 PM Eastern). Requests after hours receive a response by 9 AM the next business day. Silver and Gold support include responses outside business hours as defined in their SLA.
4. Proactive Maintenance: Delivers firmware-level security patching and notifications for NetFire-purchased devices through cloud automation.
5. On-site Hardware Replacement: Available within 100 miles of a NetFire dispatch center. Turnaround depends on device availability unless a cold spare is staged at our logistics depot.
6. Predictive Detection: Requires deployment of a separately licensed Monitoring Gateway. This enables real-time health analytics, early warning alerts, and automated case creation based on system telemetry and device diagnostics.

NetFire Monitoring Gateway is a lightweight, NetFire Cloud service that provides real-time visibility into the health and performance of supported devices. The gateway continuously collects system telemetry, including sensor readings, logs, and predictive analytics data from your devices.

This gateway is required to enable Predictive Detection of Device Failures under the Gold-tier support plan. It allows the system to identify degradation patterns, trigger early warning alerts, and automatically open support tickets with NetFire engineers before a critical failure occurs. This automation helps reduce downtime and improves service reliability. This makes it a key part of a zero-touch infrastructure strategy and a strong foundation for proactive service management.