Hardware Limited Warranty
(until July 31, 2017) |
- Five -year hardware replacement for verified defects
- Technical Support by phone and email
- 8x5 during regular business hours*
- Start: Date of shipment
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- Same day ship if request received by 1PM US (Pacific Time), UK, or Singapore local time
- RMA must be approved by Gigamon Technical Support
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- Verified defects covered for five years
- Industry leading hardware product limited warranty
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Hardware Limited Warranty
(from August 1, 2017) |
- One-year hardware return and replace service for verified defects
- Technical Support by phone and email
- 8x5 during Gigamon support’s regular business hours*
- Support starts: Date of shipment
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- RMA must be approved by Gigamon Technical Support prior to return
- Ship within 10 business days after receipt by Gigamon
- Return and Replace service level
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- Peace of mind
- Verified defects covered for one year
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Software Limited Warranty |
- One-year defect correction or workaround
- Defect isolation only
- Technical Support by phone, email, and web
- 8x5 during Gigamon support’s regular business hours*
- Support starts: date of product shipment
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- Software download capability is available 24x7x365 from Gigamon Customer Portal or FTP site.
- Web access only for maintenance releases (Credentials available through Gigamon Technical Support
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- Defect resolution access to knowledgeable Support experts 8x5 during Gigamon’s regular business hours*
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Standard Product Support and Software Maintenance (“Standard Support”) |
- Defect isolation plus assistance with more complex configuration and “how to” questions
- Full access to latest software releases for duration of Standard Support Agreement
- Technical Support by phone, email, and web
- 8x5 during regular business hours*
- Start: Date of shipment
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- Increased SLA response as compared to Limited Warranty
- Initial response, restore, resolution, and communication frequency varies based on priority level
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- Optimal for non-business critical environments
- Access to subject matter experts for rapid problem solving 8x5 during regular business hours*
- Future proofing your network
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Premium Product Support and Software Maintenance (“Premium Support”) |
- Expands to more complex configuration assistance, how-to questions, as well as error isolation
- Full access latest software releases for duration of Premium Support Agreement
- Technical Support by phone, email, and web
- 24x7x365
- Start: Date of shipment
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- Increased SLA response as compared to Standard Support
- Initial response, restore, resolution, and communication frequency varies based on priority level
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- Optimal for mission critical business environments
- Access to subject matter experts any time for rapid problem solving
- Future proofing your network
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Basic Product Support and Software Maintenance (“Basic Support”) |
All Software Warranty with:
- Defect isolation plus assistance with more complex configuration and “how to” questions
- Full access to latest software releases
- Technical Support by phone, email, and web
- 8x5 during Customer’s regular business hours*
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- Increased SLA response as compared to Limited Warranty
- Initial response, restore, resolution, and communication frequency varies based on priority level
- IOR/EOR service level for validated hardware defects
- Hardware coverage for associated accessories as per accessory policy
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- Future proofing your network
- Optimal for non-business critical environments
- Access to subject matter experts for rapid problem solving 8x5 during Customer’s regular business hours*
- Simplified stocking with added coverage of accessories
- Simplified returns using select regional depots internationally
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Enhanced Product Support and Software Maintenance (“Enhanced Support”) |
All Same as Basic Service with:
- AHR Same day ship.
- Omni-channel Technical Support by phone, email, web and real-time chat (estimated availability 2 H 2017)
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Same as Basic Service with:
- AHR Same Day Ship Services
- Real-time chat
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Same as Basic Service with:
- Minimized sparing requirements with Advance hardware replacement
- Communicate how you want to with chat
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Elite Product Support and Software Maintenance (“Elite Support”) |
Same as Enhanced Support with:
- Technical Support access 24X7X365
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Same as Enhanced Support with:
- Increased SLA response as compared to Basic or Enhanced support
- Technical Support Access 24X7X365
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Same as Enhanced Support with:
- Optimal for mission critical business environments
- Access to subject matter experts any time for rapid problem solving
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Customer Portal |
- Access to Customer Portal for creating and editing cases, browsing knowledge base, and software downloads and asset listing
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- Customer Portal is available 24x7x365 to any organization with an active Software Limited Warranty or Support agreement
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- Rapid case creation
- Historical case visibility
- Reporting for asset management
- Information and alert availability at a glance
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