Support and Services

Expertise to help you move forward with confidence

COVID-19 Coronavirus Advisory

We have implemented a number of operational practices in support of our response to COVID-19 designed to ensure we maintain our world class support.

Gigamon offers a broad range service and support solutions to help you confidently deploy and maintain your Gigamon solutions as you implement new technologies and architecture. Gigamon's Global Services team is ready to support you with a wide array of programs to solve problems quickly, maintain high availability, and grow your Gigamon solution to meet business needs.

Gigamon Community

Open or View a Support Case
Asset Management
Knowledge Base and
Product Documentation
Software Download

Gigamon Service Solutions User Guide

Support Program Features
Support and Warranty Details
Support Policies Overview
- Escalation (notification, SLA)
- Working with Support

Service Solution User Guide – Update coming soon!
Service Solution User Guide – Overview

Service	Service Description	Service Level Agreement	Customer Benefit
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	Same day ship if request received by 1PM US (Pacific Time), UK, or Singapore local time RMA must be approved by Gigamon Technical Support	Verified defects covered for five years Industry leading hardware product limited warranty
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	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	Peace of mind Verified defects covered for one year
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	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	Defect resolution access to knowledgeable Support experts 8x5 during Gigamon’s regular business hours*
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	Increased SLA response as compared to Limited Warranty Initial response, restore, resolution, and communication frequency varies based on priority level	Optimal for non-business critical environments Access to subject matter experts for rapid problem solving 8x5 during regular business hours^* Future proofing your network
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	Increased SLA response as compared to Standard Support Initial response, restore, resolution, and communication frequency varies based on priority level	Optimal for mission critical business environments Access to subject matter experts any time for rapid problem solving Future proofing your network
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*	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	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
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)	Same as Basic Service with: AHR Same Day Ship Services Real-time chat	Same as Basic Service with: Minimized sparing requirements with Advance hardware replacement Communicate how you want to with chat
Elite Product Support and Software Maintenance (“Elite Support”)	Same as Enhanced Support with: Technical Support access 24X7X365	Same as Enhanced Support with: Increased SLA response as compared to Basic or Enhanced support Technical Support Access 24X7X365	Same as Enhanced Support with: Optimal for mission critical business environments Access to subject matter experts any time for rapid problem solving
Customer Portal	Access to Customer Portal for creating and editing cases, browsing knowledge base, and software downloads and asset listing	Customer Portal is available 24x7x365 to any organization with an active Software Limited Warranty or Support agreement	Rapid case creation Historical case visibility Reporting for asset management Information and alert availability at a glance

^* for specific contact information please reference our Contact Support page

Global Software and Product Support Terms and Conditions

This document details the general terms and conditions as related to your Support and Software Maintenance Agreement. This document is provided for all product purchase orders when Support and Software agreement is purchased.

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Software Versions

For current software information, and/or to be notified of future software updates join the Gigamon Community. If you already have a login to the community or partner portal, you do not need to request access again to receive software update notifications.

To download software or access complete release notes, please login to our Gigamon Community.

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