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Important Commonly Asked Questions
Top Questions
Click on the links below to see the full list of questions:
Whom do I call for support?
Please continue to use the same support channels that you have been using, whether online or by phone.
For technical support of Network General products: in the US, please call 1-800-SNIFFER. For contact numbers in other countries, please go to: http://www.networkgeneral.com/TechnicalSupportContact.aspx
For technical support of NetScout products: in the US, please call 1- 888-357-7667 or go to the Support web page.
What happens to my service contract?
Your service contract remains in place and will be renewable based on original dates. NetScout has committed to support investments made in both Sniffer and nGenius solutions.
What is NetScout doing to protect my investment in Network General products?
NetScout is committed to providing the system support and continuity that your business requires. Today, you continue to have access to the same support team, systems, and infrastructure that you have relied on in the past. And, NetScout is working on a migration plan that will integrate your key Sniffer technologies with the nGenius Solution. Most existing Network General products will have a clear migration path, bringing the full benefit of KPI-to-Flow-to-Packet to you without requiring a hardware replacement. Additionally, in those few cases where a product may be discontinued, all product purchases made from the existing price list will fall under NetScout’s standard retirement program, assuring technical support for at least 24 months after the date any particular product is taken off the price list.
Will I be forced to migrate my instrumentation product – either Sniffer or nGenius AFMon?
No, there will be no forced migration. NetScout is committed to continued, orderly development of new features and functionality on the both the Sniffer Infinistream and nGenius AFMon products, eventually reaching the point where the product lines are seamlessly combined. Our commitment is to provide you with ongoing value for the platform you have chosen and allow you to migrate to newer, consolidated releases as you’re ready.
What is NetScout’s product strategy?
NetScout’s mission is to protect the performance and integrity of critical applications delivered over IP networks. NetScout’s unique approach to the dual issues of minimizing the user impact from problems and cutting troubleshooting time leverages packet-based data to service superior workflow, known as our "KPI-to-Flow-to-Packet" approach. NetScout’s products leverage deep packet inspection technology to deliver complete visibility into real-time operational intelligence spanning high-level Key Performance Indicator (KPI) metrics and early warnings all the way down to actual packets. This approach allows customers to decide how deeply they need to drill down to effectively manage and troubleshoot application performance. This strategy provides a fully integrated system of performance management tools, all leveraging a common set of detailed operational intelligence. NetScout's CDM (Common Data Model) architecture leverages traffic flow data from across a wide range of network technologies, regardless of the data source or location within the infrastructure, to provide consistent analysis, views and reports.
How does the Network General acquisition fit into the company’s strategy?
Network General’s Sniffer protocol analysis products will become the tools that deliver detailed, intelligent, and deep analysis of packet flow information. While there are various options for early identification of performance issues, only packet flow data reveals the definitive evidence needed to quickly diagnose and resolve issues to the root cause.
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