MasterCare™ Support Programs
Running a world-class network is demanding. So is keeping up with the latest patches and service packs or upgrading to the latest product version so you are using the most advanced Sniffer® and nGenius® features. That’s why NetScout’s support team is dedicated to providing a variety of award-winning services that support the business objectives of our customers and maximize the value of your investment in NetScout technology.
MasterCare is NetScout’s global, industry-leading support service. With five Technical Support Centers located across the world and access to the MasterCare Portal, MasterCare customers receive 24x7 availability to answers and easy access to alerts, patches and product upgrades to help you get the most out of your NetScout deployment. Other award-winning features include:
- Around-the-clock access to award-winning technical support from highly trained NetScout support engineers
- One hour priority response on Severity 1 issues
- Access to software and firmware updates for covered products
- Advanced replacement or onsite repair of select hardware
For those customers who need even more advanced support options, NetScout offers Technical Account Manager, Onsite Engineer and Remote Site Engineer programs:
| Technical Account Manager |
| The TAM is a regional NetScout engineer who is assigned to your account to shepherd incident-driven product issues, enhancement requests, or other concerns on your behalf. The TAM is able to help resolve issues faster and more effectively, resulting in a better return on investment and a lower total cost of ownership. |
| An RSE is a NetScout support engineer who spends 20 hours/week dedicated to monitoring and managing your NetScout environment remotely from a NetScout location. In addition to acting as your primary point of contact into NetScout’s support organization, the RSE provides remote assistance with day-to-day, backend administration of your NetScout environment. |
| For the most mission-critical environments, NetScout offers the OSE, a fulltime, Level 3 engineer hired and trained by NetScout, but who resides at your location to offload backend tasks and maintenance and help ensure maximum system availability. The OSE functions as your advocate for resolving issues, escalating services needs and managing the planning, deployment and day-to-day maintenance of your NetScout environment, freeing your network operations team to take advantage of NetScout's solutions to troubleshoot problems or concentrate on higher value, more strategic activities. |
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