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Home » Support & Services


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

“Excellent support, very resourceful TAC engineer. Always eager to help. Very
prompt and quick response. Excellence at PAR!!!”

—The Kraft Heinz Company

Read Case Study

“It doesn’t happen often, but once in a while we run into a problem. Many thanks
to the Infoblox Support team who jump in quickly and really save our skins when
it is important. I have always found the Infoblox team to be responsive,
accountable, and collaborative in solving the toughest of challenges.”

—Adobe Systems

Read Case Study

“Excellent support, very resourceful TAC engineer. Always eager to help. Very
prompt and quick response. Excellence at PAR!!!”

—The Kraft Heinz Company

Read Case Study

“It doesn’t happen often, but once in a while we run into a problem. Many thanks
to the Infoblox Support team who jump in quickly and really save our skins when
it is important. I have always found the Infoblox team to be responsive,
accountable, and collaborative in solving the toughest of challenges.”

—Adobe Systems

Read Case Study
 * 
 * 


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

  Terms Premium1 1-3 years Elite1 1-3 years Technical Support2 Premium1  Elite1 
Online self help resources Premium1 Elite1 Web/email support Premium1 Elite1
Telephone support Premium1 24/7 x 365 Elite1 24/7 x 365 Dedicated support line
Premium1  Elite1 Response target times Premium1 1 Hr Sev 1
2 Hr Sev 2 Elite1 15 min Sev 1
1 Hr Sev 2 Hardware3 Premium1  Elite1  Replacement Premium1 Advanced
Replacement Elite1 Advanced
Replacement Delivery Method Premium1 Next business day within covered locations*
Elite1 Next business day within covered locations* Value-added services
Premium1  Elite1  Third-party collaborative support Premium1  Elite1 Product
recommendations Premium1  Elite1 Prioritized product feature request Premium1 
Elite1 Beta release access Premium1  Elite1

  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 Orders must be placed by 3pm local times.



BUSINESS-DIFFERENTIATED SERVICES LEVELS (TAM)

  TAM assignment TAM
Plus Designated Contact TAM
Advanced Dedicated Contact Customer environment and solution awareness TAM
Plus TAM
Advanced Proactive incident and escalation management TAM
Plus TAM
Advanced Health reports and operational recommendations TAM
Plus TAM
Advanced Upgrade assistance TAM
Plus Customized step by step MOP TAM
Advanced Customized step by step MOP Reviews and communications TAM
Plus Weekly TAM
Advanced Weekly Analytics and business review TAM
Plus Bi-Annual TAM
Advanced Quarterly Customer advocacy TAM
Plus TAM
Advanced Tactical & strategic Infoblox solutions guidance TAM
Plus TAM
Advanced Concept Verification for A Proof-of-Concept (POC) TAM
Plus TAM
Advanced Proactive technical reviews, best practices and knowledge transfer TAM
Plus TAM
Advanced Customer specific feature enhancements & bug champion TAM
Plus TAM
Advanced Annual Architect Review Board (ARB) review TAM
Plus  TAM
Advanced Quarterly 1:1 with TAM Director TAM
Plus  TAM
Advanced Quarterly analytics and business review TAM
Plus Bi-Annual TAM
Advanced Quarterly On-site On-site visit TAM
Plus Bi-Annual
(requires T&E) TAM
Advanced Quarterly

  TAM
Plus TAM
Advanced TAM assignment Designated Contact Dedicated Contact Customer
environment and solution awareness Proactive incident and escalation management
Health reports and operational recommendations Upgrade assistance Customized
step by step MOP Customized step by step MOP Reviews and communications Weekly
Weekly Analytics and business review Bi-Annual Quarterly Customer advocacy
Tactical & strategic Infoblox solutions guidance Concept Verification for A
Proof-of-Concept (POC) Proactive technical reviews, best practices and knowledge
transfer Customer specific feature enhancements & bug champion Annual Architect
Review Board (ARB) review  Quarterly 1:1 with TAM Director  Quarterly analytics
and business review Bi-Annual Quarterly On-site On-site visit Bi-Annual
(requires T&E) Quarterly


HERE’S MORE INFO ON SUPPORT PROGRAMS

COVID-19
SUPPORT UPDATE

PROFESSIONAL SERVICES
OVERVIEW

EDUCATION SERVICES
OVERVIEW

SUPPORT
PORTAL

TECHNICAL
DOCUMENTS PORTAL

CONTACT SUPPORT


DIVE A LITTLE DEEPER


INFOBLOX BLOXCARE MAINTENANCE PROGRAMS OVERVIEW


Datasheet

Read more


BLOXCARE PREMIUM MAINTENANCE PROGRAM

Datasheet


GLOBAL RMA DEPOT LOCATIONS

Datasheet


BLOXCARE TECHNICAL ACCOUNT MANAGER (TAM) SERVICE

Datasheet


BLOXCARE ELITE MAINTENANCE PROGRAM

Datasheet


CONTACT SUPPORT

Datasheet


INFOBLOX PROFESSIONAL SERVICES OVERVIEW

Datasheet


QUESTIONS? LET’S TALK

Contact Us

PRODUCTS

DNS, DHCP, IPAM (DDI)
BloxOne® DDI
NIOS
BloxOne® Threat Defense
Advanced DNS Protection
Cybersecurity Ecosystem
Cloud Network Automation
Unified Network View
IPAM for Microsoft

SOLUTIONS

Hybrid Workplace
SaaS-Enabled Enterprise
On-Premises + Cloud-Managed Networking
Secure Services Edge
Networking Integrations
Healthcare
Higher Education
Public Sector
DevOps

COMPANY

About Us
Why Infoblox
Platform Vision
Market Leadership
Customers
Partner Programs
Services
Press Releases
Infoblox Accolades
Careers
Contact Us

RESOURCES

Resource Center
Support
DNS Security Center
Infoblox Glossary
Cyber Threat Intelligence
Community
Training
Blog
SaaS Status
Vulnerability Disclosure

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