Standard and Extended support
World-Class Support
Our support philosophy is “customer satisfaction comes first,” winning us a 5/5 ranking at Gartner Peer Insights.
Flowmon Support Options
Flowmon offers two support subscription options – Standard and Extended – to ensure the best possible performance of your solution and maximize your investment.
| Standard | Extended | |
|---|---|---|
Next business day warranty* On-site problem resolution by a certified technician by the next business day. | ||
Regular updates and upgrades All the latest updates and upgrades are available. | ||
Extended hardware warranty Up to 5 years. | ||
Expert maintenance Access to customer center, 8/5 support via phone or email, remote support over SSH, and expert network/security consultancy. | ||
Threat intelligence for Flowmon ADS Latest database updates essential for reliable zero-day threat detection. | ||
24/7 phone support Expert assistance is on standby around the clock. | — | |
Keep your hard drive A failed hard drive replaced under warranty need not be returned. | — | |
High-priority case processing Cases you open will be processed first. | — | |
Mission-critical 4-hour onsite HW warranty** Failed mission-critical hardware will be replaced within four hours. | — | |
Flowmon Packet Investigator Enables on-demand packet capture and deep packet-level analysis for faster root cause identification and streamlined troubleshooting. Learn more about Flowmon Packet Investigator | — | |
AI-powered threat briefings Curated security intelligence updates designed to inform your team about emerging threats, vulnerabilities, and attack campaigns. (Requires Flowmon ADS) | — | |
Recommendations Expert-level, step-by-step guidance through mitigation steps, to help users respond to threats quickly and confidently—no matter their experience level. (Requires Flowmon ADS) | — |
* Next business day hardware support of 100GbE network interface cards (applies to IFP-100000PROQSFP28, IFP-200000PRO-QSFP28) depends on current availability in the respective region.
** Availability may vary by country. Mission-critical 4-hour repair for hardware components does not include software configuration. Critical hardware components are stocked at a distance commensurate with 4-hour delivery.
*** Standard Support (formerly Gold Support) and Extended Support (formerly Platinum Support) are new names for the Flowmon Support offering. You can find detailed support overview in this document
