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
“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
“Excellent support, very resourceful TAC engineer. Always eager to help. Very prompt and quick response. Excellence at PAR!!!”
—The Kraft Heinz Company
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 | AdvancedReplacement | AdvancedReplacement |
| 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 | |
2 View Product support and End-of-Life policies.
3 Orders must be placed by 3pm local times.
Business-differentiated services levels (TAM)
| 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 |
