BlueCat Networks Customer Care - Technical Support

Enterprises today are faced with increasingly complex IP environments that often require specialized expertise to keep them running 24/7/365. BlueCat Networks’ Proteus and Adonis provide a complete IPAM infrastructure for your enterprise, and Customer Care’s Technical Support Team acts as a single point of contact for technical expertise and product resources. We devote signifi cant resources to support our customers so that they can focus on running their business.

Customer Care – Making it simple for you to find fast, actionable and accurate solutions…

Timely customer support of your DNS, DHCP and IP infrastructure solutions is critical to the success of your organization. The BlueCat Networks Customer Care team off ers the highest level of technical support and is committed to being highly responsive and proactive. In association with our response time commitments, Customer Care is driven to provide timely and useful solutions, while providing up-to-date information and guidance along the way.

Rest assured, with BlueCat Networks Customer Care, your expectations will be exceeded. Our team is made up of highly qualified Technical Support Analysts, many of whom have a long history of working with the BlueCat Networks solutions you use every day. Their expertise, both for the solutions we provide and for technical customer support ensure our customers receive timely, responsive, consistent, high-quality support.

A Complete Range of Services

	BlueCat Networks Maintenance Services Included
Term	One year; multi-year plans available. Please contact your BlueCat Networks Account Director
Technical Support	Unlimited access 24/7/365 via Care (online), email and telephone
Online Technical Support	Unlimited online case management monitoring and alerts
Knowledge Base	Unlimited access to support knowledgebase
Community Forum	Unlimited access to community forum
Software Subscription	Unlimited access to product updates and releases Critical patch notification and releases
Hardware Replacement	Next business day (depending on location)/td>

Case Support Commitments

Severity Code	System Impact Definition/Condition	Response Time Commitment	Priority Available	Resource Commitment and Escalation
1	Production System Down or imminent Production mission critical failure, no workaround available.	1 Hr	1	Immediate engagement of an Escalation Analyst Immediate notification to Customer Care Management Further escalation to a Sr. Developer as required
2	Loss of key functionality which affects significant aspects of the business or operations.	3 Hrs	2 through 5	Escalation from Technical Representative to Technical Analyst Further escalation to Escalations Analyst and/or Development as required
3	Issue impacting an isolated component that does not affect the ability of the system to perform in accordance with the documentation.	6 Hrs	2 through 8	Escalation from Technical Representative to Technical Analyst Further escalation to Escalations Analyst and/or Development as required
4	Product is usable with limitations and workarounds – also a placeholder for general inquiries.	24 Hrs	2 through 8	Escalation from Technical Representative to Technical Analyst Further escalation to Escalations Analyst and/or Development as required
5	No System Impact Identified (e.g. Feature Requests, User Account Requests, Software Delivery, etc…)	48 Hrs	2 through 8	Escalation recipient is dependent on the type of case requested

Welcome to BlueCat Networks

IPAM, IP Address Management, IPAM Software, DNS Solution, DHCP Solutions, DNS / DHCP Appliance. DNS Tool.

BlueCat Networks is the market leader in IP Address Management ( IPAM ), DHCP and DNS appliances, management software and tools. Reduce the cost and complexity of IP address control and DNS / DHCP management with the Proteus™ IP Address Management (IPAM) software solution and the Adonis DNS / DHCP appliances. Try out our virtual appliances.