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Doing business with us

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Doing business with Endace

At Endace we pride ourselves on working with our customers as if we were a partner, not a vendor. Our engagement with customers typically results in long-lasting relationships as we work with them to solve the new and ever more complex technical challenges the evolving network landscape brings to their industries. Building great customer relationships is part of our DNA.

Endace Support

Protect your investment and gain access to the latest versions of support documentation, software, device drivers, firmware, user manuals and release notes with an Endace Gold, Silver or Bronze support package.

In addition to the standard 12-month hardware warranty on all Endace products, which covers repair or replacement of any faulty hardware, Endace offers an extensive support service providing on-call access to our support hotlines, access to our online Endace Support Portal and:

Help with configuration and setup of hardware
Bug fixes, patches, software and firmware updates
Phone and email support
Access to in-depth support documentation and extensive online knowledgebase
Efficient support request reporting (via web, phone or email) and web-based status tracking
Increased hardware spares availability

Support packages are purchased when you purchase your Endace product, and you can select from three different support levels tailored to suit your specific requirements:

Gold

For customers operating in mission-critical environments which can’t afford downtime. Typically these customers operate with redundant or hot spare configurations and require immediate response and fast turnaround of spares and/or system replacements.

Silver

For customers who understand our products well but need advance hardware replacement and the security of around-the-clock access to our support team.

Bronze

For customers with a light support requirements, where services are not time critical and hardware can be sent back to Endace for repair.

Service	Bronze	Silver	Gold
Availability	9-5, Mon-Fri	24 hours, 7 days	24 hours, 7 days
Initial response time SLA	2 Hours	1 Hour	5 Minutes
Technical response time SLA	8 Hours	4 Hours	1 Hour
Email support
Phone support
Access to Endace online knowledge base including documents and software, case management, contract management, bulletin subscription service
Remote diagnostics
Help with configuration and setup of hardware
Bug fixes
Software and firmware updates (typically two per year)
Target time to restoration of system	3 days	2 days	12 Hours
Hardware replacement (DAG, TDS, ITM, FRU)	Returned within 14 days of returns arriving at Endace	Shipped next business day	Shipped next business day
Hardware system replacement	Returned within 14 days of returns arriving at Endace	Delivered within 14 days of replacement authorisation	Full replacement within 7 days of replacement authorisation
Onsite repair			*

* Conditions apply

Purchasing, extending or upgrading support

Support for new customers

At the time of purchase, you can choose whether to purchase a Gold, Silver or Bronze 12-month support plan. This is separate from and additional to, the standard 12-month warranty.
You can upgrade your support contract level within the first 12 months without incurring administrative charges (any additional Silver or Gold contract fees from the date of upgrade are applicable).
Support is easily extended beyond the initial 12-month period; you will be reminded to extend and/or upgrade your support contract prior to the anniversary of the purchase of your product.

Support for existing customers

If you already have an Endace support plan you will be given the opportunity to extend/renew the contract to one of the new Gold, Silver or Bronze plans on the expiration of your current support contract.
If you are a current customer without a support agreement and your hardware product is less than 12 months old you can purchase support at the Gold, Silver or Bronze level.
If you have a hardware product more than 12 months old, with an expired support contract you can pay a one-off administration charge to reinstate Endace support backdated to the initial contract’s expiry date. Fees are based on the age of the hardware, the period lapsed and support plan level selected.
If your hardware product is over 12 months old and you have never had a support contract but would like to sign up to a support agreement, please contact us.

Additional Services

Endace also offers the option to subscribe to a quarterly health-check for your critical monitoring infrastructure(s). Our health checks give you the opportunity to address and rectify any issues, optimise systems and identify opportunities for performance enhancements including:

Review of system setup
Performance optimisation
System health/error check
Full Report

High Availability Requirements?

If you are operating a mission-critical environment talk to us about configuring redundant or ‘hot spare’ systems for total reliability.

Also ask us about:

Quoting on support for software only
Quoting on support for TDS and ITM products

How to buy Support

If you are purchasing new Endace products, you can select your preferred support options at point of purchase. If you are looking to purchase support on an Endace product you already own, please contact Endace sales at sales@endace.com.