“It doesn’t happen often, but once in a while we run into a problem. Many thanks to the Infoblox Support team who jump in quickly and really save our skins when it is important. I have always found the Infoblox team to be responsive, accountable, and collaborative in solving the toughest of challenges.”
Simran Sandhu, Manager of Network Services, Adobe
World-class Support team Committed to Your Success
Whether you want round-the-clock support or prioritized high-touch support, we have a support offer to ensure your success. Infoblox provides a menu of comprehensive support programs designed to address varied customer requirements based on your needs. Infoblox is available 24x7/365 days providing support through 4 global TACs with certified Infoblox engineers. Our expert teams strive to answer questions or solve technical problems as quickly and as efficiently as possible.
Infoblox Support Portal – Register and Log in Now:
BloxCare Maintenance and Support Programs
Infoblox support offerings including Infoblox BloxCare Premium and Elite Maintenance programs as well as our optional Technical Account Manager service:
BloxCare Premium Maintenance: Our most popular service offering based on our global Technical Assistance Centers staffed with the industry’s most highly qualified technical teams, 24x7x365. Support is provided via toll free phone, email, and our world-class online support portal and software download center for access to software updates and patches.
BloxCare Elite Maintenance: Adds faster SLAs, a dedicated 24x7 support line, and a closer Infoblox partnership with your business. Additional services also include prompt management escalation, triage support for third-party integrations, product recommendations, prioritized feature requests, and access to BETA releases of future Infoblox products.
BloxCare Technical Account Management: You have the option of adding Technical Account Management (TAM) to your Premium or Elite BloxCare support program. You will have direct access to a designated technical account manager during local business hours and receive individualized attention along with numerous value added services, including product guidance, methods of procedure, standby remote support, pre-upgrade Grid sanity testing, case reviews and status calls, root-cause analysis for Severity 1 events, RMA logistics support, and quarterly business reviews. You also receive training credits to encourage ongoing education of your network team.
BloxCare Services Comparison (See Bloxcare Maintenance Datasheet)
BloxCare Services Comparison
| Premium 1 | Elite 1 | TAM 2 | |
| Terms | |||
|
1-3 Years
|
1-3 Years
|
1 Year
|
|
| Technical Support 3 | |||
|
Online Self Help Resources
|
 |
|
N/A
|
|
Web/Email Support
|
|
|
N/A
|
|
Telephone Support
|
24x7x365
|
24x7x365
|
Local Business Hours
|
|
Dedicated Support Line
|
|
|
|
|
Response Time
|
1 hour Sev 1
|
15 min Sev 1
|
|
| Hardware 5 | |||
|
Replacement
|
Advanced Replacement
|
Advanced Replacement
|
|
|
Delivery Method
|
Next Business Day within Covered Locations 4 | Next Business Day within Covered Locations 4 | |
| Value Added Services | |||
|
SW & HW Recommendations
|
|
||
|
Prioritized Feature Requests
|
|
||
|
Beta Release Access
|
|
||
|
Third-party Support Triage
|
|
||
|
Case Review & Status Calls
|
|
||
|
Product Guidance
|
|
||
|
Pre-upgrade Consulting
|
|
||
|
Methods of Procedure (MOP)
|
On Request
|
||
|
RMA Logistics Support
|
|
||
|
Standy Support During Maint. Windows
|
|
||
|
Customer Grid Sanity Testing
|
|
||
|
Quarterly Business Reviews
|
|
||
|
Training Credits
|
|
1 See Infoblox Maintenance terms and conditions.
2 Requires purchase of Premium or Elite maintenance on all Infoblox appliances
3 View Product support and End-of-Life policies.
4 Order must be placed by 3pm local time.
5 1yr hardware and 90 days software warranty is included for all Infoblox products.
| Premium 1 | Elite 1 | TAM 2 | |
| Terms | |||
|
1-3 Years
|
1-3 Years
|
1 Year
|
|
| Technical Support 3 | |||
|
Online Self Help Resources
|
|
|
N/A
|
|
Web/Email Support
|
|
|
N/A
|
|
Telephone Support
|
24x7x365
|
24x7x365
|
Local Business Hours
|
|
Dedicated Support Line
|
|
|
|
|
Response Time
|
1 hour Sev 1
|
15 min Sev 1
|
|
| Hardware 5 | |||
|
Replacement
|
Advanced Replacement
|
Advanced Replacement
|
|
|
Delivery Method
|
Next Business Day within Covered Locations 4 | Next Business Day within Covered Locations 4 | |
| Value Added Services | |||
|
SW & HW Recommendations
|
|
||
|
Prioritized Feature Requests
|
|
||
|
Beta Release Access
|
|
||
|
Third-party Support Triage
|
|
||
|
Case Review & Status Calls
|
|
||
|
Product Guidance
|
|
||
|
Pre-upgrade Consulting
|
|
||
|
Methods of Procedure (MOP)
|
On Request
|
||
|
RMA Logistics Support
|
|
||
|
Standy Support During Maint. Windows
|
|
||
|
Customer Grid Sanity Testing
|
|
||
|
Quarterly Business Reviews
|
|
||
|
Training Credits
|
|
1 See Infoblox Maintenance terms and conditions.
2 Requires purchase of Premium or Elite maintenance on all Infoblox appliances
3 View Product support and End-of-Life policies.
4 Order must be placed by 3pm local time.
5 1yr hardware and 90 days software warranty is included for all Infoblox products.
5 1yr hardware and 90 days software warranty is included for all Infoblox products.
RELATED RESOURCES
Product Registration and Evaluation Request