Infoblox Support Frequently Asked Questions

Welcome to Infoblox. In order to get a userid established, you need to fill out the user registration form available at Support Center Login page. You will need to enter an Infoblox Support ID to register as a user . Once Infoblox receives your completed request, we will establish your user credentials and contact you within 1 business day with the access information.

I am a new Infoblox customer. How do I find Infoblox Support ID to register a new user?

You can find Infoblox Support ID in shipping confirmation email sent by Infoblox during inital purchase of Infoblox products. If there is a registered user within your orgarnization , you can also locate Infoblox Support ID in Infoblox iSupport site. Once you login to Infoblox Support Center, you will find Infoblox Support ID under welcome message on the left side of the window.

How should I log a support issue?

There are multiple ways in which you can contact Infoblox support including by phone, Support wbe portal, and email.

Web: http://support.infoblox.com/
Phone toll free: 1-888-463-6259 ( U.S. and Canada)
Phone: 1-408-625-4200, ext. 1
E-mail: support@infoblox.com

Where can I find information on your support offerings?

Information regarding our support offerings can be obtained from Maintenance Packages page in Support web portal. Click here or the links on the left side of the page.

How do I renew my support contract?

Support renewals are administered by the reseller from which you purchased your Infoblox products, or through an Infoblox sales representative if you purchased your product directly from Infoblox. If you would like more information or need assistance regarding support contract renewals, please send email to renewals@infoblox.com and we will get back to you promptly.

How do I know if my support contract is valid?

You can verify your support status on Infoblox iSupport site. Login to Infoblox Support Center, go to iSupport Portal site, and click on Account tab to by view support contract.

Does your support contract cover advanced replacement of hardware should a hardware failure occur?

Yes, the premium support contract provides advance replacement of hardware for hardware related failures. More details are available in the program descriptions. Click here to see the maintenance packages page.

What are the support hours of operation?

Premium Maintenance Contract Customers: Phone support on a 24x7x365 days basis for all P1 issues. Priority 2 issues and lower are responded to during our normal business hours from 6:00 AM to 6:00 PM, M-F, Pacific Standard Time.

How do I return my defective unit after I have been issued an RMA?

An RMA number (issued by an Infoblox Support Engineer) is required before returning any defective unit. Clearly record your assigned RMA number on the outside of your return shipping container and place a completed RMA Return Instructions form inside of your shipping container. You may download the RMA return instructions here.

How do I return an Infoblox appliance after my evaluation has been completed?

A RMA number (issued by an Infoblox Support Engineer) is required before returning any evaluation unit. Please fill out Eval Return Form in order to receive evaluation RMA numbers. Clearly record your assigned RMA number on the outside of your return shipping container and place a completed RMA Return Instructions form inside of your shipping container. You may download the evaluation RMA return instructions here.

Is Infoblox WEEE Compliant?

Infoblox is in the processes of setting up and administering a product recyling program per the WEEE Directive. If you reside in any European country and you intend on disposing of any Infoblox products please contact the Director of Operations for instructions on proper disposal. Please call 408.625.4200 for more information .

About Infoblox Support Center

How do I log a Support case?

In order to log a support case through Infoblox Support Center, you will first need to establish an account on the Infoblox Support Center. Once you have a valid account and have logged in, click on the Infoblox iSupport Portal "Learn More" button on the Support Center page. Then, click on "Create service request " in the Support Resources window. Enter the information that is requested and finally click "submit" to log your support case. For detail instructions on creating a case, please refer to "Managing User Cases" section in Infoblox Suport Center User Guide.

What is Infoblox Support Center?

Infoblox Support Center is the new Infoblox support web portal that allows customers to manage their support cases, search an integrated knowledge base, download latest releases or support packs, and access technical documentations. Please click here for instructions on using tools in Infoblox Support Center.

Do you offer professional services or product training?

Yes, Infoblox offers customized training programs and professional services to meet the needs of our customers. You can obtain more information on training options by sending mail to training@infoblox.com and professional services by sending email to profsvcs@infoblox.com.

What's in Support Packs?

Support Packs contain scripts and general help files to help guide you through the installation, configuration, and administration of your Infoblox appliance. Support packs are often updated to represent newer functionality, so please download the appropriate version of the support pack to match your installed version of software.

How do I download Support Packs?

Once you log into Support Center, click on the "Downloads" link on the left side of window. Download the version that is closest to the version of software that you are running. For example, download DNSone v3.1r5 Support Pack, if you are running v3.1r6.