BlueCat Networks Customer Care

Your network is critical to your organization’s success. Security is crucial, and to help keep your network running, so is product support. Therefore, every BlueCat Networks appliance ships with a limited warranty (set out in the end user agreement). In addition, as a customer, you have the option of supplementing the warranty with our Technical Support and Maintenance package.

BlueCat Networks' Technical Support services and Customer Care team for the Proteus, and Adonis family of products includes:

Web, Email and Telephone Support

Access to the Customer Care team via the web is available 24 x 7 from BlueCat's Self-Service portal

To access this system, you require an account and password, which can be provided to you upon request. Simply navigate to the following link, and complete the online form.

Otherwise, we can be reached via email at  This e-mail address is being protected from spambots. You need JavaScript enabled to view it , or by telephone:

North America
Call: +1.866.491.2228

Europe
Call: +44.8081.011.306

Other
Call: +1.416.646.8433

Hardware Replacement

After we have mutually determined that an alternate unit is necessary, BlueCat will ship a replacement system free of charge using an express courier service. If the request is received before 2pm ET, we will make every reasonable effort to ship a replacement unit for the next business day if not earlier. Requests made after 2pm ET will be shipped on the next business day. Ultimately, delivery can vary according to location, but it is typically 1-3 business days.

Software Maintenance

BlueCat Technical Support includes maintenance for the current release, as well as the two previous releases (where applicable). You can identify a major software release as one position to the right or left of the decimal, such as 4.1 or 5.0, indicating an update to the product. Minor updates and maintenance releases are indicated by the position two places to the right of the decimal, such as 4.1.1 or 5.0.2.

BlueCat will also issue patches from time to time to provide additional targeted updates, minor new features and functions, and to address DNS and security vulnerabilities and compatability issues.

Service Definitions

Technical  Support:

• Web, Email & Telephone Support available 24x7
• Unlimited access to Technical Support knowledgebase
• Hardware Replacement – next business day (depending on location)
• Software Maintenance

Technical  Account Management Support:

• Web, Email & Telephone Support available 24x7
• Unlimited access to Technical Support knowledgebase
• Hardware Replacement – next business day (depending on location)
• Software Maintenance
• An assigned Technical Account Manager, who will provide:
  • Designated resource
  • Direct problem escalation
  • Proactive system and software guidance
  • Upgrade and migration support
  • Scheduled communication and activity
  • Possibility for onsite visits