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

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

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

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

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

Technical Success Manager

More than a support contact, your Technical Success Manager is a specialized expert committed to understanding your unique business needs. They will help you realize the full potential of your Infoblox solutions so that you can focus on innovation over maintenance.

Personalized expertise
Proactive customer care
Optimal business outcomes
Faster time to value

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 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