Subscription Service Support FAQ | NETSCOUT

Subscription Service Support FAQ

1. What is NETSCOUT Subscription Service Support?

NETSCOUT Subscription Service Support provides customers help on technical issues and additional confidence to use NETSCOUT Subscription Services. Premium support customers with operational issues or technical questions can contact a team of support engineers and receive predictable response times and personalized support.

2. What are the different types of Subscription Services?

Type 1: Standalone - Standalone subscription service

Type 2: Hardware dependent for which Gold Service is offered - Subscription service dependent on NETSCOUT hardware products covered by Gold Service (E.g. OneTouchAt.com)

Type 3: Hardware dependent for which Gold Service is NOT offered - Subscription service dependent on NETSCOUT hardware products for which Gold Service in NOT available (E.g. LinkSprinter.com)

3. What support is included free in all NETSCOUT Subscription services?

All NETSCOUT Subscription Services include access to the Knowledge Base Articles, Support Forums, Documentation, White Papers and Best Practice Guides.

4. How many support incidents can I submit each month?

There is no limit set for the number of incidents that can be submitted each month for customers with premium support. For other customers who are using the free version of the subscription service there is self-help provided in the Knowledge Base Articles, Support Forums, Documentation, White Papers and Best Practice Guides.

5. Is there a premium support for NETSCOUT Subscription Service?

Yes. For most subscription services Premium support is included when you start using a paid level of the subscription service.

For subscription services that are dependent on other NETSCOUT hardware products (e.g. OneTouch AT.com) premium support for the subscription service is included in the Gold Support purchased for the hardware.

6. How quickly will I get an initial response?

For customers that use a subscription service in that is Type 2 the response time is 2 hrs. For paid customers that use a subscription service in that is Type 1 and Type 3 the response time is 24 hrs.

Refer “What are the different types of Subscription Services?” for more information.

7. How quickly will you fix my issue?

That depends on your issue. The problems are encountered vary widely, making it difficult to predict issue resolution times. We can say, however, that we'll work closely with you to resolve your issue as quickly as possible.

8. How do I submit an incident?

Subscription Type 1 and Type 3: Use the “Support” option provided on the home page of the subscription service to submit a support incident.

Subscription Type 2: Log into “MyAccount” (https://myaccount.flukenetworks.com/) on the NETSCOUT webpage and submit a support incident.

Refer “What are the different types of Subscription Services?” for more information.

9. Why is submitting incidents online a better experience for me?

We learned from our past experience that submitting support incidents online allows us to deliver deep technical expertise in the most effective and efficient manner possible. Due to the detailed nature of the incidents, it is much easier to provide relevant information online compared to reading this information over the phone. This model eliminates unproductive hold time for a simple, intuitive online process. As a result, customer problems are routed more quickly to the most qualified engineer.

10. Who can submit a support incident?

Any user of the paid subscription service can submit an incident.

11. What are the hours for NETSCOUT Subscription Service Support?

Type 2 subscription customers can get technical support 24x7 via phone, email or web.

Type 1 and Type 3 paid customers can get technical support 24x7 via email or web.

Free subscription customers can access the self-help online 24x7.

Refer “What are the different types of Subscription Services?” for more information.

12. How do I check the status of my case after it has been opened?

For customers of a Type 2 subscription service the status of your case can be checked on ‘MyAccount’ (https://myaccount.flukenetworks.com/) in the Support Incidents section.

For customers of a Type 1 or Type 3 subscription service status can be checked by signing on the ‘Support’ section of the subscription service.

Refer “What are the different types of Subscription Services?” for more information.

13. Do you speak my language?

Currently support for subscription services is offered in English.

14. On which days is support not available?

HolidaysActual Holiday
New Years EveDecember 31
New YearsJanuary 1/td>
President's DayThird Monday in February
Memorial DayLast Monday In May
Independence DayJuly 4
Labor DayFirst Monday of September
ThanksgivingFourth Thursday in November and the Friday following Thanksgiving
Christmas EveDecember 24
ChristmasDecember 25

15. Can I sign up for a paid version of the subscription, receive assistance, and then cancel the subscription? If so, will I be charged a pro-rated amount?

You are obligated to pay for a minimum of one* month of support each time you register. We reserve the right to refuse to provide support to any customer that frequently registers for and terminates the service. *Customers who are members of our Gold Service have to adhere to the Gold Service terms.

16. What is Gold Service?

NETSCOUT’ Gold Support is our comprehensive support and maintenance program that offers expanded coverage for NETSCOUT'S products and accessories. It provides a premium level of support to minimize business downtime and ensure a high return on your investment. Refer http://enterprise.netscout.com/content/gold-product-support for more details.

17. Is my credit card secure when used for the subscription services?

Absolutely! In fact, we don't even touch your credit card information. We use Braintree, a well-trusted payment service. They take security very seriously, which is why we trust them more than ourselves with your information. Read more about Braintree's security. (https://www.braintreepayments.com/developers/security)