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.

Customer Portal — My Gigamon

  • Software downloads and release notes
  • Knowledge base articles
  • Manage Gigamon assets
  • Create support cases

Technical Support Services Overview

  • Gigamon technical support programs
  • Contacting Gigamon technical support
  • Gigamon technical support escalations
  • Customer self-service information

Gigamon Technical Support Programs

Service Level Service Description Service Benefits
Basic Product Support and Software Maintenance
  • 8 a.m. – 5 p.m. 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 the My Gigamon customer portal
  • 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 8 a.m. – 5 p.m. business hours*
  • Customer choice of how to engage with Gigamon technical support staff
  • 24/7 access to the latest software release updates via web
  • Simplified hardware returns using select regional depots internationally
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 authorization
Elite Product Support and Software Maintenance In addition to Enhanced Product Support and Software Maintenance:
  • 24/7/365 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
Gigamon Subscription and Perpetual Software Licensed Product Technical Support Programs Options
Enhanced Software Only Support and Maintenance
  • 8 a.m. – 5 p.m. response during customer business hours*
  • Defect isolation or assistance with configuration and other how-to questions
  • Full access to latest software release updates via My Gigamon customer portal
  • Technical assistance access by phone, email and web
  • Best suited for Gigamon product installed outside business-critical customer environments
  • Access to subject matter experts for rapid problem solving during typical 8 a.m. – 5 p.m. business hours*
  • Customer choice of how to engage with Gigamon technical support staff
  • 24/7 access to latest software release updates via web
Elite Software Only Support and Maintenance In addition to Enhanced Software Only Support and Maintenance:
  • 24/7/365 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
Hardware Replacement Services Provide options for hardware replacement in combination with the Elite or Enhanced Software Only Support and Maintenance:
  • Return to factory and replacement for confirmed hardware defects
  • AHR for confirmed hardware defects
  • AHR provides either same-day or next-business-day shipping services depending on local time completion of return authorization

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

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