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Great customers
deserve great support

We’re totally invested in your success

24/7/365 access to
experts, services, community and education

World-class
technical expertise

World-class technical expertise

Our global teams work with thousands of Infoblox customers to optimize the effectiveness of all our solutions

Support when
and where you need it

Support when
and where you need it

Whether it’s over the phone or online, we’ve got dedicated resources deployed via multiple Global Support Centers (GSCs) and time zones ready with answers

Choose the right
service level

Choose the right
service level

Choose from BloxCare Premium or BloxCare Elite, with BloxCare TAM based on your needs

Ultra-custom
customer care

Ultra-custom
customer care

If you have unique requirements and support needs, we can offer you dedicated Technical Account Manager (TAM) service

Key support programs

BloxCare Premium
Maintenance

Includes global support provided via toll- free phone and email, plus our world-class online support portal and software download center.

  • Access to software updates and patches
  • Self-help Knowledge Base tools
  • Subscriptions to advisories ranging from maintenance to security-related alerts
Learn more

BloxCare
Elite Maintenance

Adds faster SLAs, a dedicated 24×7 support line, and a more closely integrated Infoblox partnership with your business. Additional services include:

  • Case prioritization
  • Prompt management reviews and escalations
  • Third-party collaborative support
  • Product recommendations, prioritized feature requests
  • Access to beta releases of future Infoblox products
Learn more

BloxCare Technical
Account Manager (TAM)

An add-on service to BloxCare Premium Care and BloxCare Elite, our TAM service gives you a proactive advocate and Infoblox expert embedded as a virtual member of your team. An Infoblox TAM:

  • Is your single point of contact
  • Is backed by Infoblox Global Service Centers
  • Helps your Infoblox solutions achieve exceptional efficiencies based on custom success factors established in partnership with your team
Learn more

BloxCare services comparison

  Premium1 Elite1
Terms 1-3 years 1-3 years
Technical Support2  
Online self help resources
Web/email support
Telephone support 24/7 x 365 24/7 x 365
Dedicated support line 
Response target times 1 Hr Sev 1
2 Hr Sev 2
15 min Sev 1
1 Hr Sev 2
Hardware3  
Replacement Advanced
Replacement
Advanced
Replacement
Delivery Method Next business day within covered locations* Next business day within covered locations*
Value-added services  
Third-party collaborative support 
Product recommendations 
Prioritized product feature request 
Beta release access 
1 See Infoblox Maintenance terms and conditions.
2 View Product support and End-of-Life policies.
3 1yr hardware and 90 days software warranty is included for all Infoblox products.
4 Order must be placed by 3pm local time

Business-differentiated services levels (TAM)

  TAM
Standard
TAM
Plus
TAM
Advanced
Terms 6 month/Yearly Yearly Yearly
Assignment Primary TAM
8x5 Local GEO hours
Designated TAM
8x5 Local Customer Business hours + 24x7x365 GSC Coverage
Dedicated TAM
8x5 Local Customer Business hours + 24x7x365 GSC Coverage
Engagement Focused on the Infoblox Solution Focused on the Account & Infoblox Solutions Focused on Account & Infoblox Solutions' Operations
Assignment type — single point of contact Primary (6) Designated (4) Dedicated (2)
Customer environment and solution awareness
Proactive incident and escalation management
Health reports and operational recommendations
Upgrade assistance
Reviews and communications Monthly Weekly Weekly
Analytics and business review Bi-Annual Bi-Annual Quarterly
Customer advocacy
Tactical & strategic Infoblox solutions guidance 
Concept verification for real-time application (POC) 
Proactive technical reviews, best practices and knowledge transfer 
Upgrade support and migration planning 
Customer specific feature enhancements & bug champion 
Quarterly 1:1 with Support Director  
On-site quarterly analytics and business review meetings  
On-site visit N/A 2 On Site visits
(6 monthly) (T&E)
Quarterly

Dive a little deeper

Questions? Let’s talk

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