Support Overview

Your network is the heartbeat of your organization and your intelligent monitoring and protection architecture gives you the visibility to run at top efficiency, ensure standards and regulatory compliance, and remain vigilant against intruders.

Net Optics solutions are designed and built to last. All products are engineered, assembled, tested, and shipped from our headquarters in Santa Clara, California. World-class support options enhance your investment and keep you protected no matter the threat or challenge.

End User Warranty and Support Plans

  • All hardware comes with a one year return-for-replacement warranty, upgradable to Advance Replacement service,
  • Warranty support for intelligent devices also features 60 days of access to our online Knowledge Base (available 24/7 via our Customer Portal) and an easy, one-time, software and firmware update to ensure everything is current when you deploy.
  • Three upgraded support offerings let you choose the right level of hardware support, software updates, and access to the engineers at our Technical Assurance Center (TAC) for your organization and network needs:

 

      Customers with software-only products must pick one of these plans.
  Warranty Update Plan Enhanced Plan Enterprise Plan
  Hardware return to Net Optics (1 year) All Warranty Features, Plus: All Update Plan Features, Plus: All Enhanced Plan Features, Plus:
  One Software Update Extended access to Software Updates to 1 year Upgrades hardware repair to Advance Replacement Extends access to TAC to 24x7x365
  60 Days Web Access to TAC Extended web access to TAC to 1 year Extends access to TAC via phone and email; allows support cases Adds Support Relationship Services
         

Which Network Environment is Right for This Plan?

 

SMB organizations with light usage network

Business-critical environments with dedicated IT staffs

Mission-critical networks with 100% uptime data centers serving global users

Which Net Optics Products are Right for This Plan?

  Organizations with Flex Tap, Slim Tap, iTap, iTap2, Aggregation / Regeneration Taps and Bypass Switches Organizations with 1G , 10G and 40G Network Packet Brokers (iLink Agg, Director, xBalancer), iBypass HD, and  Spyke Organizations with Indigo Pro, Phantom Virtualization Tap, 1G,  10G and 40G Network Packet Brokers (iLink Agg, Director, xBalancer), and  Spyke

What You Will Receive From the Plan

  Receive all software updates during the coverage period; access to all the resources on the Customer Portal including our Knowledge Base and FAQ; and return-to-Net Optics replacement for non-working equipment. TAC service focused on break/fix diagnostics Upgrade to Advance Replacement for down equipment and the opportunity to open consultative support cases with our professional Technical Assurance Engineers, during your region’s standard business hours. Upgrade Technical Assurance access to 24x7x365 and add highly-valued Support Relationship Services, including a dedicated Support Advocate to monitor all open cases and to review your support and network needs twice a year.

Years of Support That Can Be Purchased at Time of Hardware Purchase

  Support offering available for pre-purchase:
1-5 years
Support offering available for pre-purchase: 
1-5 years
Support offering available for pre-purchase: 
1-5 years

 

Support levels apply to all equipment and software in your environment; you’ll never have an unpleasant surprise about any piece of your Net Optics solution if you retain support coverage. Select a support level and all subsequent Net Optics purchases will be quoted and sold with the same level.

Net Optics support options may be purchased and renewed on an annual basis, or you may lock in support pricing and plans for multiple years (up to five years) at the time of initial purchase.

End User Support Details

Net Optics customers select the best, most efficient way to get the information they need, always with the full support of our Technical Assurance Team.

Our Frequently-Asked-Questions list is always available on our public website, and access to a more detailed technical Knowledge Base is available via our Customer Portal. Warranty customers may access the Portal for 60 days and all upgraded support plans include 24/7 access to the Customer Portal for the duration of the contract.

The tables below summarizes the benefits of each offering:

Net Optics Manufacturer's Warranty
Hardware Repair Software Updates TAC Services

1 Year; Return to Manufacturer for repair or replacement

(does not apply to software only products)

One download after product deployment to ensure all software and firmware is up-to-date for your use

(does not apply to hardware-only products)

60 days access to Knowledge Base on Net Optics web-based Customer Portal, available 24x7

 

Net Optics Update Support Plan:
(not available for customers using software-only products)
Hardware Repair Software Updates TAC Services

1 Year; Return to Manufacturer for repair or replacement

One year access to all updates and upgrades so your visibility solution is always operating at peak efficiency. One year access to Knowledge Base on Net Optics web-based Customer Portal, available 24x7

 

Net Optics Enhanced Support Plan:
Hardware Repair Software Updates TAC Services

1 year Advanced Replacement service, shipped from Net Optics within 24 hours of issue of Return Merchandise Authorization (RMA)

(does not apply to software only products)

One year access to all updates and upgrades so your visibility solution is always operating at peak efficiency.

(does not apply to hardware-only products)

Full access to Customer Portal including Knowledge Base and FAQ on Net Optics web site, available 24x7

Consult with TAC engineers and open support cases during Regional Business Hours*

 

Net Optics Enterprise Support Plan:
Hardware Repair Software Updates TAC Services

1 year Advanced Replacement service, shipped from Net Optics within 24 hours of issue of Return Merchandise Authorization (RMA)

(does not apply to software only products)

One year access to all updates and upgrades so your visibility solution is always operating at peak efficiency.

(does not apply to hardware-only products)

Full access to Customer Portal including Knowledge Base and FAQ on Net Optics web site, available 24x7

Consult with TAC engineers and open support cases during 24x7x365

Relationship Services
Dedicated Support Advocate to monitor cases and oversee escalations

Support and Network reviewsm, 2x/year

 

Many organizations match their Net Optics support level to that of critical downstream components – discuss your organization’s needs with your Net Optics representative or authorized reseller to determine the right option for you.

 

OEM Warranty and Support Plans

  • All hardware comes with 90 days return-for-replacement warranty
  • Warranty support for intelligent devices also features 90 days of access to our online Knowledge Base (available 24/7 via our Customer Portal)
  • Three upgraded support offerings let you choose the right level of hardware and software support for your customer