We have the right support program for even the most demanding environments. Detailed information about support program options is provided below.
Overview
| Item | Platinum Maintenance Program | Premium Maintenance Program | Standard Warranty Program |
|---|---|---|---|
| Datasheets | |||
| Standard Term | One (multiyear available via special bid *) | One (multiyear available via special bid *) |
|
| Prerequisite | Premium Support | None | None |
| Contact Options |
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|
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| Coverage | 24x7x365 | 24x7x365 | 24x7x365 for priority 1 issues. All other issues 6 a.m. to 6 p.m. U.S. Pacific time, Monday through Friday |
| Response Times | Typically 30 minutes | Typically 1 hour | Typically 1 business day |
| Named, Local Support Contact | Yes, depending on Platinum level | No | No |
| Onsite Visits | Yes, depending on Platinum level | No | No |
| Upgrade Assistance/Standby Support | Yes, depending on Platinum level | No | No |
| Customer Environment Testing at Infoblox | Yes, depending on Platinum level | No | No |
| Logistics support for hardware defects/RMAs | Yes, depending on Platinum level | No | No |
| Weekly Services Calls/Meeting with Trending Reports | Yes, depending on Platinum level | No | No |
| Case Tracking Status and Review Calls | Yes | No | No |
| Quarterly Operational Reviews | Yes | No | No |
| Credits for Formal Infoblox Training Classes | Yes | No | No |
| Annual Deployment Review | Yes | No | No |
| Technical Escalation | Yes | Yes | No |
| Management Escalation | Yes | Yes | No |
| Advance Hardware Replacement | Yes | Yes | No |
| Discounted Spares for Self-service Hardware Maintenance | Yes | Yes | No |
| Eligible for Special Support Projects | Yes ** | Yes ** | No |
* For multiyear support pricing contact your sales representative or an Infoblox Ideal channel partner.
** Customers may request additional engineering support from the Infoblox support team outside of the scope of certain maintenance packages. As resource availability allows, support will be provided per Infoblox's standard hourly consulting rates. Contact your sales representative or the Infoblox support team for additional details on this program.
Platinum Maintenance Program
Overview
Customers with mission-critical network requirements value a proactive approach to support. With Infoblox Premium Maintenance as a prerequisite option, Platinum support is an annual service that adds proactive support capabilities:
- Designated primary Infoblox TAM engineer with backup from Platinum Support Team
- Upgrade, Update, New Features deployment planning and support
- Scheduled Case Tracking Status and Review Calls
- Scheduled Operational Reviews
- Metrics Reports
- Custom Periodic Virtual Training for customers operations group
Multi-year offerings are also available. For pricing or more information contact your sales representative or an Infoblox Ideal channel partner.
More information can be found in the Platinum Support Program datasheet.
Service Coverage
Infoblox Platinum Maintenance is tailored for customer environments with very high availability, very high complexity, or high revenue generation requirements that require more than just 24x7 access to technical support services.
Having a designated Infoblox TAM engineer streamlines the entire process of problem resolution—from initial report through delivery of a fix. Further, the TAM provides proactive assistance in planning for upgrades, updates and new features. Also, the TAM sets up regular case tracking reviews and operational reviews such as Quarterly Business Reviews (QBRs). Long term progress is mapped using custom Metrics Reports created and monitored by the TAM. For customer operations groups, the TAM also sets up periodic training sessions, usually delivered virtually via the web.
The TAM is backed up 24x7 by the Platinum Support team. Customers receive support via web, email, and phone. Infoblox provides assistance with initial product deployment and configuration, answers questions related to product features, diagnoses and corrects software errors, and provides configuration or software workarounds when applicable. Infoblox support technicians may also remotely log into a customer's system to help diagnose customer reported problems and/or deploy software patches and updates. Specifics of the program are described in the sections below.
| Priority | Definition | Initial Response Time* | Commitment (Infoblox and Customer) |
|---|---|---|---|
| 1 | Operation/Service down or critically impacted. No known workaround. | 1/2 Hour (24x7, 365 days a year) | Infoblox and customer will commit necessary resources to fix problem or obtain a workaround. |
| 2 | Operation affected, but not down. Impact may be high. Workaround may be available. | 1/2 Hour | Infoblox and customer will commit resources during normal business hours to resolve issue or obtain workaround. |
| 3 | Moderate to negligible impact. No impact to business. | 1/2 Hour | Infoblox and customer will commit necessary resources during normal business hours to restore operation to satisfactory levels. |
| 4 | Request for information, documentation issues, and enhancement requests. | 1/2 Hour | Request-dependent. |
Communication Options
Web Support
The Support Central page provides many resources for customer self-service without requiring a login. For customers with a current Support program, the secured online support center available from Support Central provides an online searchable knowledgebase, downloadable tools for administering your Infoblox products, and a web-enabled CRM that allows users to log new support incidents and check the status of previously submitted incidents on a 24x7 basis.
Email Support
Customers may request assistance from their Technical Account Manager (TAM) or Infoblox technical support via email. Please note that for Priority 1 issues, customers are encouraged to contact Infoblox via its toll-free phone number. All email incident reports are logged into the Infoblox support CRM database and are addressed based upon the priority of the issues. TAM email addresses are provided to each customer.
Telephone Support
Telephone technical support is available 24x7, 365 days a year from the Technical Account Manager (TAM) or the Infoblox support team. TAM account numbers are provided to each customer.
Key Features
Software Maintenance and Upgrades
Customers under Platinum Maintenance are entitled to all software patch releases, maintenance releases, and new upgrade releases applicable to the customer's hardware platform. Notification for new maintenance and upgrade releases is provided electronically by Infoblox technical support. Customers must register their products online to receive notifications from Infoblox.
Return Merchandise Authorization (RMA)
For any Infoblox product that is defective in workmanship or materials, Infoblox will replace the unit with like unit from its facilities in Sunnyvale, CA or from the facilities of its integration partner(s). The return and exchange is handled via the Return Merchandise Authorization (RMA) process as described in the Advance RMA/RMA Specifications section.
Advance Return Merchandise Authorization (Advance RMA)
For Premium and above Support programs, the customer is entitled to receive hardware replacement in advance of sending back the defective unit (Advance Return Merchandise Authorization or Advance RMA). In short, Infoblox will ship a replacement unit to the customer in advance of receiving the defective unit. The return and exchange is handled via the Return Merchandise Authorization (RMA) process as described in the Advance RMA/RMA Specifications section.
Advance replacement may not be available in all geographies. Please review the Support Specifications section for additional information.
Requirements and Specifications
Maintenance Services Initiation
The service period commences once the product is shipped from Infoblox or from one of its authorized resellers or integration partners. Before initiating a service request the customer must:
- Register all Infoblox products (purchased or evaluation) via the appropriate online registration form in the Registration section.
- Upon receipt of the registration request, Infoblox support will create a user ID and password for the customer enabling access to our online support center. Infoblox handles all registration requests within one business day.
- Infoblox will provide the customer with a unique contract ID.
- Use the unique contract ID for all subsequent interactions with Infoblox support.
Support Specifications
Technical support is provided in English during the following hours:
- Worldwide: 24x7, 365 days a year.
- By default, replacements units are sent with Next Business Day delivery. Caveats: Next Business Day shipment currently is not available in all countries. Also, local country customs laws may delay receipt of the replacement units.
Advance RMA/RMA Specifications
While RMA units are typically shipped with Next Business Day delivery, due to local customs regulations units may not be delivered until local customs clearances are completed. RMA response times vary by geography as outlined below:
- North America: For any RMA requests received before 3 p.m. USA Pacific Time on business days, Infoblox will ship the RMA unit the same business day to arrive at the customer premises the next business day. For requests processed after 3 p.m. USA Pacific Time, the unit will be shipped out to the customer the next business day. For requests received on non-business days, the unit will be shipped out the next business day.
- EMEA: For any RMA requests received before 3 p.m. Central Europe Time on business days, Infoblox will ship the RMA unit the same business day to arrive at the customer premises the next business day. For requests processed after 3 p.m. CET, the unit will be shipped out to the customer the next business day. For requests received on non-business days, the unit will be shipped out the next business day.
- Other Regions: For any RMA requests received before 3 p.m. local time on business days, Infoblox will ship the RMA unit the same business day. For requests processed after 3 p.m. local time, the unit will be shipped the next business day. For requests received on non-business days, the unit will be shipped out the next business day. Delivery times will vary by region. For a list of locations where Next Business Day delivery is available, please contact your local Infoblox sales team.
Upon receipt of the replacement unit from Infoblox, the customer must ship the RMA'ed unit back to Infoblox to arrive no later than 10 business days after the replacement unit is received. For customers outside of North America, Infoblox must receive the RMA'ed unit within 20 business days from the receipt of the replacement unit. Should Infoblox fail to receive the RMA'ed unit(s) in the allotted timeframe, the customer will be billed the then current Infoblox list price for the product. Non-payment by a customer may result in suspension of all support services from Infoblox.
Other Notices
Other notices and restrictions are noted in the Support Guidelines and Policies section of our website.
Premium Maintenance Program
Overview
Customers with mission-critical network requirements need around-the-clock access to Infoblox's world-class support team. Infoblox Premium Maintenance is an annual service that offers:
- Telephone-based support 24 hours/day, 365 days/year accessed through a dedicated support line.
- Access to web-based support through the online support center or email 24 hours/day, 365 days/year.
- Enhanced escalation for high-priority problems.
- Advance exchange replacement of defective hardware. Infoblox will ship you a new unit at the first sign of trouble to help avoid costly downtime.
- All software and firmware updates and upgrades for one full year.
In addition to the default annual term, multi-year offerings are also available. For pricing and additional support options, please contact your sales representative or Infoblox Ideal channel partner.
More information can be found in the Premium Support Program datasheet.
Service Coverage
Infoblox Premium Maintenance is tailored for customer environments that require 24x7 access to technical support services. Customers receive support via web, email, and phone. Infoblox provides assistance with initial product deployment and configuration, answers questions related to product features, diagnoses and corrects software errors, and provides configuration or software workarounds when applicable. Infoblox support technicians may also remotely log into a customer's system to help diagnose customer reported problems and/or deploy software patches and updates. Specifics of the program are described in the sections below.
| Priority | Definition | Initial Response Time* | Commitment (Infoblox and Customer) | Resolution Targets |
|---|---|---|---|---|
| 1 | Operation/Service down or critically impacted. No known workaround. | 1 Hour (24x7, 365 days a year) | Infoblox and customer will commit necessary resources to fix problem or obtain a workaround. | Emergency bug fix (EBF) if necessary. Fix included in next release. |
| 2 | Operation affected, but not down. Impact may be high. Workaround may be available. | 1 Hour | Infoblox and customer will commit resources during normal business hours to resolve issue or obtain workaround. | Fix included in future release. |
| 3 | Moderate to negligible impact. No impact to business. | 1 Hour | Infoblox and customer will commit necessary resources during normal business hours to restore operation to satisfactory levels. | Schedule for future release if necessary. |
| 4 | Request for information, documentation issues, and enhancement requests. | 1 Hour | Request-dependent. | Request-dependent. |
Communication Options
Web Support
The Support Central section of this website provides many resources for customer self-service without requiring a login. For customers with a current Support program, the secured online support center available from Support Central provides an online searchable knowledgebase, downloadable tools for administering your Infoblox products, and a web-enabled CRM that allows users to log new support incidents and check the status of previously submitted incidents on a 24x7 basis.
Email Support
Customers may request assistance from Infoblox technical support via email. Please note that for Priority 1 issues, customers are encouraged to contact Infoblox via its toll-free phone number. All email incident reports are logged into the Infoblox support CRM database and are addressed based upon the priority of the issues.
Telephone Support
Telephone technical support is available 24x7, 365 days a year.
Key Features
Software Maintenance and Upgrades
Customers under Premium Maintenance are entitled to all software patch releases, maintenance releases, and new upgrade releases applicable to the customer's hardware platform. Notification for new maintenance and upgrade releases is provided electronically by Infoblox technical support. Customers must register their products online to receive notifications from Infoblox.
Return Merchandise Authorization (RMA)
For any Infoblox product that is defective in workmanship or materials, Infoblox will replace the unit with like unit from its facilities in Sunnyvale, CA or from the facilities of its integration partner(s). The return and exchange is handled via the Return Merchandise Authorization (RMA) process as described in the Advance RMA/RMA Specifications section.
Advance Return Merchandise Authorization (Advance RMA)
For Premium and above Support programs, the customer is entitled to receive hardware replacement in advance of sending back the defective unit (Advance Return Merchandise Authorization or Advance RMA) . In short, Infoblox will ship a replacement unit to the customer in advance of receiving the defective unit. The return and exchange is handled via the Return Merchandise Authorization (RMA) process as described in the Advance RMA/RMA Specifications section.
Advance replacement may not be available in all geographies. Please review the Support Specifications section for additional information.
Requirements and Specifications
Maintenance Services Initiation
The service period commences once the product is shipped from Infoblox or from one of its authorized resellers or integration partners. Before initiating a service request the customer must:
- Register all Infoblox products (purchased or evaluation) via the appropriate online registration form in the Registration section.
- Upon receipt of the registration request, Infoblox support will create a user ID and password for the customer enabling access to our online support center. Infoblox handles all registration requests within one business day.
- Infoblox will provide the customer with a unique contract ID.
- Use the unique contract ID for all subsequent interactions with Infoblox support.
Support Specifications
Technical support is provided in English during the following hours:
- Worldwide: 24x7, 365 days a year.
- By default, replacements units are sent with Next Business Day delivery. Caveats: Next Business Day shipment currently is not available in all countries. Also, local country customs laws may delay receipt of the replacement units.
Advance RMA/RMA Specifications
While RMA units are typically shipped with Next Business Day delivery, due to local customs regulations units may not be delivered until local customs clearances are completed. RMA response times vary by geography as outlined below:
- North America: For any RMA requests received before 3 p.m. USA Pacific Time on business days, Infoblox will ship the RMA unit the same business day to arrive at the customer premises the next business day. For requests processed after 3 p.m. USA Pacific Time, the unit will be shipped out to the customer the next business day. For requests received on non-business days, the unit will be shipped out the next business day.
- EMEA: For any RMA requests received before 3 p.m. Central Europe Time on business days, Infoblox will ship the RMA unit the same business day to arrive at the customer premises the next business day. For requests processed after 3 p.m. CET, the unit will be shipped out to the customer the next business day. For requests received on non-business days, the unit will be shipped out the next business day.
- Other Regions: For any RMA requests received before 3 p.m. local time on business days, Infoblox will ship the RMA unit the same business day. For requests processed after 3 p.m. local time, the unit will be shipped the next business day. For requests received on non-business days, the unit will be shipped out the next business day. Delivery times will vary by region. For a list of locations where Next Business Day delivery is available, please contact your local Infoblox sales team.
All hardware units shipped as exchange replacements from Infoblox will be shipped at no cost to the customer and will be comprised of standard or reconditioned components of equal or greater quality, revision level, and/or functionality than the failed customer unit. For hardware failures that occur in the first 90 days of operation, Infoblox will replace the unit with a new unit.
Upon receipt of the replacement unit from Infoblox, the customer must ship the RMA'ed unit back to Infoblox to arrive no later than 10 business days after the replacement unit is received. For customers outside of North America, Infoblox must receive the RMA'ed unit within 20 business days from the receipt of the replacement unit. Should Infoblox fail to receive the RMA'ed unit(s) in the allotted timeframe, the customer will be billed the then current Infoblox list price for the product. Non-payment by a customer may result in suspension of all support services from Infoblox.
Other Notices
Other notices and restrictions are noted in the Support Guidelines and Policies section section of our website.
Standard Warranty Program
Overview
In addition to being extremely reliable, Infoblox products are recognized for being easy to install, configure, and manage. Infoblox Standard Warranty provides:
- Replacement of defective hardware. Simply return the hardware and Infoblox will repair or replace the unit.
- 90 days of web-based support for installation and configuration assistance.
- 90 days of software updates.
- Access to web-based support for bugs or incompatibilities through the online support center or email 24 hours/day, 365 days/year.
This offering is described in the Infoblox Standard Warranty Program datasheet.
Service Coverage
The Infoblox Warranty Program is available for customer testing and protyping environments. Customers receive support via email only. For a limited timeframe, Infoblox provides assistance with initial product deployment and configuration, answers questions related to product features, diagnoses and corrects software errors, and provides configuration or software workarounds when applicable. Infoblox support technicians may also remotely log into a customer's system to help diagnose customer reported problems and/or deploy software patches and updates. Specifics of the program are described in the sections below.
| Priority | Definition | Initial Response Time* | Commitment (Infoblox and Customer) | Resolution Targets |
|---|---|---|---|---|
| 1 | Operation/Service down or critically impacted. No known workaround. | 1 Hour (24x7, 365 days a year) | Infoblox and customer will commit necessary resources to fix problem or obtain a workaround. | Emergency bug fix (EBF) if necessary. Fix included in next release. |
| 2 | Operation affected, but not down. Impact may be high. Workaround may be available. | 2 Hours | Infoblox and customer will commit resources during normal business hours to resolve issue or obtain workaround. | Fix included in future release. |
| 3 | Moderate to negligible impact. No impact to business. | 2 Hours | Infoblox and customer will commit necessary resources during normal business hours to restore operation to satisfactory levels. | Schedule for future release if necessary. |
| 4 | Request for information, documentation issues, and enhancement requests. | 2 Hours | Request-dependent. | Request-dependent. |
Communication Options
Web Support
The Support Central section of this website provides many resources for customer self-service without requiring a login. For customers with a current Support program, the secured online support center available from Support Central provides an online searchable knowledgebase, downloadable tools for administering your Infoblox products, and a web-enabled CRM that allows users to log new support incidents and check the status of previously submitted incidents on a 24x7 basis.
Email Support
Customers may request assistance from Infoblox technical support via email. Please note that for Priority 1 issues, customers are encouraged to contact Infoblox via its toll-free phone number. All email incident reports are logged into the Infoblox support CRM database and are addressed based upon the priority of the issues.
Telephone Support
Telephone technical support is available 24x7, 365 days a year for all Priority 1 issues. All lower priority issues are handled between the hours of 6 a.m. and 6 p.m. Pacific.
Key Features
Software Maintenance and Upgrades
Customers under Warranty Maintenance are entitled to all software patch releases, maintenance releases, and new upgrade releases applicable to the customer's hardware platform. Notification for new maintenance and upgrade releases is provided electronically by Infoblox technical support. Customers must register their products online to receive notifications from Infoblox.
Return Merchandise Authorization (RMA)
For any Infoblox product that is defective in workmanship or materials, Infoblox will replace the unit with like unit from its facilities in Sunnyvale, CA or from the facilities of its integration partner(s). The return and exchange is handled via the Return Merchandise Authorization (RMA) process as described in the RMA Specifications section.
Requirements and Specifications
Maintenance Services Initiation
The service period commences once the product is shipped from Infoblox or from one of its authorized resellers or integration partners. Before initiating a service request the customer must:
- Register all Infoblox products (purchased or evaluation) via the appropriate online registration form in the Registration section.
- Upon receipt of the registration request, Infoblox support will create a user ID and password for the customer enabling access to our online support center. Infoblox handles all registration requests within one business day.
- Infoblox will provide the customer with a unique contract ID.
- Use the unique contract ID for all subsequent interactions with Infoblox support.
Support Specifications
Technical support is provided in English during the following hours:
- Support is provided from 6 a.m. to 6 p.m. US Pacific time from Monday through Friday, excluding Infoblox-observed holidays. Telephone technical support for Priority 1 issues is provided 24x7, 365 days a year.
- By default, replacements units are sent with Next Business Day delivery. Caveats: Next Business Day shipment currently is not available in all countries. Also, local country customs laws may delay receipt of the replacement units.
RMA Specifications
While RMA units are typically shipped with Next Business Day delivery, due to local customs regulations units may not be delivered until local customs clearances are completed. The RMA process is outlined below:
- Customer contacts Infoblox Support to receive approval for an RMA.
- Then, the customer must ship the RMA unit back to Infoblox.
- Upon receipt of the RMA unit, Infoblox will ship a replacement unit to the customer. All hardware units shipped as exchange replacements from Infoblox will be shipped at no cost to the customer and will be comprised of standard or reconditioned components of equal or greater quality, revision level, and/or functionality than the failed customer unit. For hardware failures that occur in the first 90 days of operation, Infoblox will replace the unit with a new unit.
Other Notices
Other notices and restrictions are noted in the Support Guidelines and Policies section section of our website.