Endace Support Services

Supporting our customers' needs.

Contact Endace Support

The Endace support call center is available 24x7, worldwide. Please note that we have recently changed our support numbers. Call us. We'd love to hear from you.

By email at support@endace.com
By phone on:
USA : +1 866 501 3356
UK : +44 800 051 3887
AU : +61 1800 144 708
NZ : +64 7 959 2630

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Endace Customer Support Portal

Our support portal allows you to track cases, access the knowledgebase and download useful files. Don't have a Support Portal account? Register now and our Support Team will set you up

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Supporting our customers

If you're using Endace technology to monitor and protect your mission-critical network, it's essential that it has the same level of uptime, resilience, and support as the network that it's monitoring. In recognition of this, we've developed a range of support products and services that are designed to provide you with the confidence you need.

Every Endace System comes with a standard 12-month hardware warranty which covers repair or replacement of any faulty hardware. On top of the basic warranty we offer three levels of support: Standard, Premium, and DAG Card Support, to reflect the different levels of support that different customers require.

Endace Support at a glance

  • Phone and email support
  • Efficient support request reporting (via the web, phone,or email) and web-based status tracking
  • Assistance with configuration and setup of new systems
  • Bug fixes, patches, software, and firmware maintenance and updates
  • Access to in-depth support documentation and extensive online knowledge base
  • Access to online, self-guided training

Premium Support also includes

  • Single day lab access
  • Advanced system replacement

How to buy Support

If you are purchasing new Endace products, you can select your preferred support options at the 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.

New online training delivers ROI before deployment begins

Now there's an easy way to get your staff fully trained on live equipment even before your deployment begins. Endace's new training lab service allows you to get 'hands-on' anywhere there's an internet connection. The training lab contains a full suite of Endace equipment and applications processing live traffic and is complemented by Endace's training courses, manuals, and exercise guides. The online training lab gives your training program the benefit of full access to Endace's powerful set of monitoring tools without taking your deployed equipment offline, delaying the deployment (and ROI) of your new equipment, or investing the time and capital needed to create your own training lab.

Contact Endace sales at sales@endace.com for details on using Endace's online training lab service to efficiently and cost-effectively train your employees with no risk to your company's network monitoring infrastructure.

Support Packages

Premium Support

Premium Support is designed for customers operating in mission-critical environments where downtime is not an option. Typically, customers requiring Premium support operate with redundant or hot spare configurations and require immediate response and fast turnaround of spares and product replacements.

Premium support includes:

  • 24x7x365 support
  • Advanced system replacement shipped next-business-day
  • Four-hour parts replacement in key cities

Standard Support

Our Standard Support offering is designed for customers who are experienced users of Endace products and who are not in need of advanced hardware replacement.

Standard support includes:

  • 24x5 support
  • Return-to-depot repair or replace

DAG Card Support

Our DAG Card support is designed to complement DAG’s industry-leading packet capture ability with the industry’s most robust support offering.

DAG support includes:

  • 24x7x365 support
  • DAG Card replacement shipped next-business-day

Support Package Details

For detailed information on the available Support packages download the Endace Support Datasheet

Download Support Datasheet