Support and Services

Expertise to help you move forward with confidence

Gigamon offers a broad range of service and support programs to help you confidently deploy and maintain Gigamon solutions. The Gigamon Global Services Team is ready to meet your business requirements with a wide array of service programs and offers. We help you throughout the Gigamon solution lifecycle, from design and deployment to technical support and ongoing maintenance.

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“I can’t tell you how many times [they] came out and showed us how to use it. Our Gigamon rep and sales engineer are top-notch and have gone out of their way to help us on multiple occasions.”

— Mark Bayley, University of Kansas Health System

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Gigamon Technical Support Programs

Reference the Gigamon Technical Support Services Data Sheet for details on the various technical support programs available and ordering information to purchase Gigamon technical support.

Service Level	Service Description	Service Benefits
Included with Gigamon subscription term software licenses
Elite-Plus Software Only Support and Maintenance	24x7 response to customer issues Defect isolation or assistance with configuration and other “how to” questions Full access to latest software release updates via VÜE Community website Technical assistance access by phone, email, and web	Best suited for Gigamon products deployed in mission critical customer business environments “Anytime access” to technical support professionals and subject matter experts with reduced response time objectives Customer choice of how to engage with Gigamon technical support staff 24x7 access to latest software releases and updates via web
Available for Gigamon hardware products sold with subscription term software licenses
Hardware Replacement Services	Advance Hardware Replacement (AHR) for confirmed hardware defects in combination with the Elite-Plus Software Only Support and Maintenance	AHR provides either same-day or next business day shipping services depending on geographic location and local time completion of the return material authorization (RMA)
Available for Gigamon products sold with perpetual term software licenses
Elite Product Support and Software Maintenance	In addition to Enhanced Product Support and Software Maintenance: 24x7 response to customer issues	Best suited for Gigamon products installed in mission-critical customer business environments “Anytime access” to technical support professionals and subject matter experts with reduced response time objectives
Enhanced Product Support and Software Maintenance	In addition to Basic Product Support and Software Maintenance: Advance Hardware Replacement (AHR) for confirmed hardware defects	Best suited for Gigamon products installed outside business-critical customer environments requiring improved hardware replacement or reduced spares stock objectives AHR provides either same-day or next-business-day shipping services, depending on local time completion of return material authorization (RMA)
Basic Product Support and Software Maintenance	9x5 response during customer business hours* Defect isolation or assistance with configuration and other “how to” questions Full access to the latest software release updates via VÜE Community website Return to factory and replacement for confirmed hardware defects Technical assistance access by phone, email and web	Best suited for Gigamon products installed outside business-critical customer environments Access to subject matter experts for rapid problem solving during typical business hours* Customer choice of how to engage with Gigamon technical support staff 24x7 access to the latest software releases and updates via web Simplified hardware returns using select regional depots internationally

* 8 a.m. – 5 p.m., Monday through Friday, based on product location or customer’s operations center location managing products.

Gigamon Limited Warranty

Please refer to the following link for details regarding the Gigamon Limited Warranty.

Gigamon Community

Get the latest technical content and discussions in the Gigamon VÜE Community.

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