Technical Support Overview

Network General’s Support offerings help you improve your network's efficiency and reduce (network) downtime and problems.

Like our industry leading products our support offerings give you access to world class capabilities that can be tailored to meet your investment protection needs. You can take advantage of our basic Core Support offering or step up to our more comprehensive, Advanced Operational Service (AOS) and AOS Plus plans.

Core Operational Support
Core Operational Support provides the basic support needed for Network General products that will help maintain, troubleshoot, and operate your network.

Technical Assistance Center
Software Updates and Upgrades
Registered User Access to Electronic Tools
Available 12 hours a day, 5 days a week (after hours support available for escalated severity cases)

For more information about Core Operational Support offerings please review the datasheet.

Advanced Operational Support Services
With our AOS offerings we not only provide you with troubleshooting support, we help ensure you stay on top of important industry developments and product enhancements with up to the minute alerts, newsletters and update notifications.

Advanced Operational Services offers the benefit of having a designated engineer for product support that is assigned to your account. This benefit allows for the engineer to have a complete understanding of your product installation and configuration as it relates to your network, support history and key personnel within the organization.

By staying in touch, your Advanced Operational Services engineer helps you prevent problems before they occur. But should an emergency arise, you have peace of mind knowing that assistance is available 24x7x365.

24x7x365 Designated Engineer
Priority 30 Minute Response (after normal business hours)
Sniffer Filter Creation
Customized Reporting
Remote Installation and Configuration Assistance
Proactive Notifications
Product Knowledge and Education Mentoring
Beta Program Participation

Advanced Operational Support Service - Plus
When unresolved persistent network problems arise, sometimes it helps to have access to an expert Sniffer user to get to the root of the problem fast. With AOS Plus you have access to our Remote Network Troubleshooting offering. This service provides you with the assistance of a vendor neutral Network General engineer. And because this is part of our AOS program, this engineer will have a complete understanding of your network, which allows for a more comprehensive remote trace file analysis and recommendations for resolution.

All the Features of AOS
Up to 50 hours of Remote Trace File Analysis
Vendor Neutral Network Troubleshooting
Network Design Assistance
On Call for Rollout Events
Project Management
And More

For more information about our AOS and AOS Plus offerings please review the datasheet.

For additional questions contact customerservice@networkgeneral.com

Hardware Support
Network General offers you the convenience of an Advanced Replacement (RMA) of your hardware on a same day shipment basis, if request is received by 2:00 PM CST (in US only). An on-site repair option is also available should you require hardware replacement or repairs. If you are already a customer and want to inquire about an open RMA, please contact: techrma@networkgeneral.com

Support Renewal Information
Need to renew your support contract? Please contact your local sales representative or one of Network General’s value added resellers for assistance. If you require additional assistance, please contact our Worldwide Headquarters or your local Network General office.