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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Technical Support Services Overview

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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	In addition to Elite Software Only Support and Maintenance: Advisory Services for subscription licenses implementation and value realization	Help customers accelerate the deployment of critical software features, realizing product benefits more quickly and efficiently Help customers manage ongoing lifecycles of software subscriptions and improve feature utilization
Elite Software Only Support and Maintenance	24/7/365 response to customer issues 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	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 24/7 access to latest software release updates via web
Available for Gigamon hardware products sold with subscription term software licenses
Hardware Replacement Services	Provide options for hardware replacement in combination with Elite-Plus or Elite Software Only Support and Maintenance: Return to factory and replacement for confirmed hardware defects, or Advance Hardware Replacement for confirmed hardware defects	Provides options on hardware replacement timing given customer environment, location, and spares requirements AHR provides either same-day or next-business-day shipping services depending on local time completion of 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: 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
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	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

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

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Support and Services

Customer Portal — My Gigamon

Technical Support Services Overview

Gigamon Technical Support Programs

Gigamon Community