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MasterCare Support Programs
OverviewTAMRSEOSE

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

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, 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.

Remote Site Engineer
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.

Onsite Engineer
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.

 ‭(Hidden)‬ Overview

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

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, 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.

Remote Site Engineer
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.

Onsite Engineer
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.

 ‭(Hidden)‬ Remote Site Engineer

MasterCare™ Remote Site Engineer

Occasionally IT departments with very large networks find themselves spending a considerable amount of time managing the network management environment itself. To free up the resources to focus on the primary goal of ensuring peak network and application performance, NetScout created a program called Remote Site Engineer (RSE) that assigns a Level 3 support engineer as an adjunct member of your network operations' team.

Help is Only a Call Away
The RSE dedicates 20 hours per week to managing your NetScout environment. Although remotely located at a regional NetScout facility, the RSE functions as an integral member of your network support team.  In addition to providing your company with a single point of contact into the NetScout support organization, the RSE performs all backend administration and support.

Your RSE has the technical expertise to help you increase the effectiveness of your NetScout environment and is able to offer you remote support to mitigate risk and resolve issues quicker and more effectively, resulting in a quick time to achieve maximum business value for your NetScout investment.

RSE Highlights

  • Daily health and stability check on both the devices and the data

  • Remote assistance with day-to-day, backend administration of your NetScout performance management environment, including operating system and firmware upgrades, hardware maintenance, software patches and service pack installation, and ongoing oversight of monitored element (MEL) changes

  • Backup maintenance, such as regular configuration, password and community string backups, as well as off-sight storage of the data required during disaster recovery efforts

  • Customization assistance for designing new reports, defining targeted workspaces, discovering and configuring complex, custom and unknown applications, integrating third-party tools, etc.

  • Implementation assistance installing and configuring new NetScout hardware and software

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

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

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

 ‭(Hidden)‬ On Site Engineer

MasterCare™ On Site Engineer

For the most mission-critical environments, NetScout offers support of the highest level – the On Site 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 RSE 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 performance environment 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.

OSE Highlights

  • 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, discovering 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 NetScout products 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 On Site Engineer program is an extension of NetScout 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.

 ‭(Hidden)‬ Technical Account Manager

MasterCare Technical Account Manager

Sometimes you need a little help from your friends – a little assistance keeping an eye on all the balls your Network Operations team is juggling. That's why NetScout created the Technical Account Manager, a supplement to our MasterCare Support services.

Your Support Liaison
The Technical Account Manager is a highly-trained support engineer who works as an adjunct member of your network operation's team to provide your staff with a single point of contact into the NetScout support organization. Because they are assigned to your account, they know the nitty-gritty details of your environment and can tailor their support to your company's specific needs.

The TAM's goal is to troubleshoot and resolve your product issues as quickly and efficiently as possible.  And their mission is to provide service that supports your organization's specific business objectives and maximizes the value of your investment in NetScout technology. 

TAM Highlights

  • Provide 24x7remote assistance for incident-driven product  issues, questions, or concerns via email, web or phone

  • One hour response time during normal business hours. One hour response time for Severity 1 issues only after hours and only by telephone

  • Own all client customer care issues, driving resolution as quickly as possible

  • Act as a direct liaison to NetScout engineers, quality assurance and other technical support experts

  • Proactively communicate and transfer of knowledge on product introductions and updates, new features, filters and patches

  • Support five (5) company contacts

  • Manage weekly status calls to discuss open issues, upcoming rollouts or other projects affecting your NetScout environment

  • Unlimited FREE registration for NetScout User Forumevents

The MasterCare Technical Account Manager program is an extension of NetScout MasterCare Support service and requires that you purchase and maintain MasterCare coverage on all NetScout products prior to and throughout the life of your TAM contract.

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