Overview and Benefits

Support & Services

Expertise to help you move forward with confidence

Support & Services

Gigamon offers a broad range service and support solutions to help you confidently deploy and maintain your Gigamon Visibility Fabric solution 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.

Service Service Description Service Level Agreement Customer Benefit
Hardware Warranty
  • Five-year hardware replacement for any manufacturing defects.
  • Period begins at date of shipment.
  • Advance replacement next business day if received by 1PM PDT (US Only)
  • Same day ship if received by 1PM PDT (Rest of World)
  • RMA must be approved by Gigamon Technical Support.
  • Quality is assured for five years
  • Leading hardware product warranty in the industry
Software Warranty
  • One-year download for General Availability and Maintenance software releases
  • Period begins at date of shipment (13 months for international clients).
  • Technical Assistance for basic configuration and problem isolation.
  • Software download available 24 x 7 x 365 from Customer Portal
  • Access to the latest General Availability Releases that include latest features and bug fixes.
  • Access to Support experts during regular business hours (8AM to 5PM PDT, UK, and Hong Kong local time)
Standard Support
  • Technical Support during regular business hours by phone, email, and web contact methods.
  • Expands to more complex configuration assistance, how to questions, as well as problem isolation.
  • Initial response, restore, resolution, and communication frequency varies based in severity level.
  • Optimum for non-business critical environments
  • Access to Support experts during regular business hours (8AM to 5PM PDT, UK, and Hong Kong local time)
Premium Support
  • 24 x 7 x 365 Technical Support by phone, email, and web contact methods.
  • This service is available as an upgrade to first year warranty, and beyond the first year of support.
  • Initial response, restore, resolution, and communication frequency varies based on severity level.
  • Enhanced response times from Standard Support
  • Optimum for mission critical business environments
  • Access to subject matter experts for rapid problem solving
  • Access to latest General Availability software after expiration of software warranty for future proofing your network
Customer Portal
  • Create and edit cases, browse knowledge base, check warranty and maintenance status, and download software.
  • Available 24 x 7 x 365 to any customer with a software warranty or support contract.
  • Rapid case creation and historical case visibility
  • Reporting for Asset Management
  • Information and alert availability at a glance

Customer Portal

  • 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
  • How to Order

 

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