MasterCare™ Onsite Engineer

For the most mission-critical environments, NetScout offers support of the highest level – the Onsite Engineer (OSE), a full-time Level 3 engineer who resides at your location to help ensure maximum system availability so you can concentrate on running your business.

For Maximum Support
The OSE provides large, enterprise customers with a resident customer support engineer to manage the planning, deployment, and day-to-day maintenance of your NetScout environment and serve as the primary point of contact for technical support requests. The OSE will also help network managers plan for future growth and determine how to best optimize the NetScout solutions to help meet increasingly demanding network requirements.
Your OSE has the technical skills and expertise to help you increase the effectiveness of your network performanceenvironment from day one.  With your own OSE in place, NetScout can also offer you proactive, onsite support to mitigate risk and resolve issues efficiently, resulting in a quicker time to achieve maximum business value for your investment.

• Local assistance with day-to-day backend administration of your network performance management environment, including:
• operating system and firmware upgrades
• hardware maintenance, software patches and service pack installation
• ongoing oversight of monitored element (MEL) changes
• Backup maintenance such as regular configuration, password and community string backups, as well as offsite storage of the data required during disaster recovery efforts

• Customization assistance for designing new reports and workspaces, disovering and configuring complex, custom or unknown applications, and integrating third-party tools

• Implementation assistance for installing and configuring new NetScout hardware and software

• Beta testing new NetScoutproducts and features – when requested

• Resolving support issues, escalating service needs and advocating product enhancement requests

• Free unlimited registrations to the NetScout User Forum (NUF) conference

The MasterCare Onsite Engineer program is an extension of NetScout's MasterCare Support service and requires that you purchase and maintain MasterCare coverage on all NetScout products prior to and throughout the life of your OSE contract.