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.
Customer Support
Endace’s customers enjoy 24 x 7 support, including:
- Helpdesk support from our team in NZ and the US
- Access to our online support portal where they can download software updates, request support and check on progress.
- On site engineering and advance system replacement
- Spare parts located in USA, Australia, UK, Malaysia and NZ for fast issue response
- Extensive global reach via 3rd party support network, including over 25,000 field technicians spread across 40 countries
Support & Maintenance
We provide three levels of support depending on the needs and criticality of your system.
Warranty Support
We offer 12-month warranty support on all of our products. This offers basic hardware repair / replacement service but doesn’t offer any telephone or onsite support.
Basic Support
Our basic support package is designed for customers with light support needs or organisations with strong internal engineering departments. It includes 24x7 x365 email support, phone support for critical issues and is suitable for OEMs, labs and non-critical environments.
Premium Support
Our highest level of service designed for critical network environments. Premium Support includes product enhancements and updates and is purpose built for critical networks. With Premium Support you get 24x7x365 phone support, global on-site support for critical issues and advance hardware replacement where necessary.