BlueCat Networks Support Services

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). As a customer, you have the option of supplementing the warranty with either our Platinum or Gold Support & Maintenance package for a 1, 2 or 3 year term.

BlueCat Networks' support services for the Proteus, and Adonis family of products include:

Telephone, email and webform support

The BlueCat support team is located at company headquarters, and is staffed with trained professionals. Issues are escalated promptly to the local engineering group for prompt resolution.

Hardware replacement

BlueCat will ship a replacement system free of charge using express courier service on the same or next day (if reported after 2 pm EST) of the reported problem. Delivery will vary according to location but is typically 1-3 days.

Software upgrades

BlueCat issues frequent updates to its products to deliver new features and functions, address DNS and related security vulnerabilities and compatibility issues.

Service Definitions

Gold:

telephone/email/webform support: 7am-8pm EST, M-F
hardware replacement: 1-3 business days*
software upgrades

Platinum:

telephone/email/webform support: 7am-8pm EST, M-F
emergency telephone support 24x7x365
hardware replacement: next business day*
software upgrades

Technical Managed Account:

telephone/email/webform support: 7am-8pm EST, M-F
emergency telephone support 24x7x365
hardware replacement: next business day*
software upgrades
assigned technical account manager (TAM), who provides:
- dedicated resource
- onsite visits
- upgrade and migration services
- scheduled communication points

*depending on location.

For additional information, please contact us at 1.866.491.2228 or fill out our Contact Us form.

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