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 |
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| Phone support |
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| Access to Endace online knowledge base including documents and software, case management, contract management, bulletin subscription service |
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| Remote diagnostics |
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| Help with configuration and setup of hardware |
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| Bug fixes |
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| Software and firmware updates (typically two per year) |
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| Target time to restoration of system | 3 days | 2 days | 12 Hours |
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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 |
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* 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.
Contact Endace Support
support@endace.com
USA: 1866 558 4936
UK: 0800 028 9321
AUS: 1800 144 708
NZ: +64 9 366 3442