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 also have the option of supplementing your warranty with our Technical Support & Maintenance package.
| Access to the Customer Care team via the web is available 24/7/365 by clicking: |
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If you are unable to access Care, please have your System Administrator submit a specific request for access on your behalf.
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Email and Telephone Support
We can be reached via email at
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, or by telephone:
North America
Call: +1.866.491.2228
Europe
Call: +44.8081.011.306
Other
Call: +1.416.646.8433
Hardware Replacement
Once we’ve 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 for the next business day, if not earlier. Requests made after 2pm ET will be shipped out 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 both the current release, as well as the two previous releases (where applicable). A major software release can be identified as one position to the right or left of the decimal, such as 4.1 or 5.0, which indicates an update of 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 compatibility issues.
Service Definitions
Technical Support:
- Web, Email & Telephone Support available 24/7/365
- Unlimited access to Technical Support knowledgebase
- Hardware Replacement – next business day (depending on location)
- Software Maintenance
For additional information, please review the following datasheet:
BlueCat Networks Customer Care – Technical Support
Technical Account Management Support:
- Web, Email & Telephone Support available 24/7/365
- 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 planning and execution
- Scheduled communication and activity
- Possibility for onsite visits
For additional information, please review the following datasheet:
BlueCat Networks Customer Care – Technical Account Management
Q. Will the username and password I use for the current system work with 'Care'?
A. No. However, if you are an existing self-service support portal user, when you reach the login screen for 'Care', just select the "Forgot your password" link, provide your e-mail address, and a new random password will be generated for you immediately. From there, access to 'Care' is as simple and easy as before; just provide your email and password and remember to enjoy the experience.
Q. How do I change my ‘Care’ password?
A. It's as simple as updating your profile within the system. For more information on how to perform this update, please reference the "Getting Support" folder in our enhanced knowledgebase within 'Care'.
Q. What's going to happen to my current active cases?
A. All your active cases will be available and active in 'Care' when you first login. And, while they will have a new Case #, a reference to your existing SFDC Case # will also be present for all existing cases. To help you locate your existing cases, you can search on the SFDC Case # field initially and going forward. For more information on how to perform this type of search, please reference the "Getting Support" folder in our enhanced knowledgebase in 'Care'.
Q. What's going to happen to my old cases that are no longer active, will they be available to me as well?
A. For the launch of 'Care', we will be loading all cases submitted between April 1st, 2008 and the commencement of the April 4th maintenance window at 4pm ET. That's over two years worth of historical data. However, if that's too much data for you to digest in your "My Cases" window, simply archive your closed cases. While they won't be deleted from the system, they will be placed in a separate folder that will enable you to manage your most recent and active cases efficiently. For more information on how to perform this task, please reference the "Getting Support" folder in our enhanced knowledgebase in 'Care'.
Q. Will I continue to only see and have access to edit my own submissions?
A. No, you’ll now have access to see and edit other cases submitted by other members of your organization.
Q. What if I have additional questions about ‘Care’ and how to best leverage the system?
A. We're here to help. As you would for questions about your BlueCat Networks Solutions, please contact Customer Care directly. Our Technical Analysts have been trained to make this transition easy on you and will provide you with the additional guidance necessary. In addition, we encourage you to take advantage of our enhanced self-service options; the knowledgebase is filled with and is constantly updated to provide you with pertinent information about your Solutions and about 'Care' too.
Q. How do I access ‘Care’?
A. Beginning on Monday, April 5th, a link to the Care system will be available on this page.
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