Gigamon s goal is to provide you world-class service to assure the best possible return on your Gigamon Active Visibility solution.

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1 Gigamon Global Services Version 2.1 Overview This document describes the broad range of Gigamon Product Support and Software Maintenance solutions designed to enable your success throughout your design, deployment, maintenance, and optimization lifecycle. Gigamon s global services teams in Partnership with Gigamon s highly qualified service delivery Partners are ready to support you with a wide array of programs to solve problems quickly, maintain high availability, and grow your Gigamon solution to meet business needs. Gigamon s goal is to provide you world-class service to assure the best possible return on your Gigamon Active Visibility solution. Table of Contents How to Use this Guide... 2 Recent Changes/Additions... 2 Section 1: Service and Support Overview... 3 Section 2: Hardware Limited Warranty... 9 Section 3: Software Limited Warranty Section 4: Standard Support Agreement Section 5: Premium Support Agreement Section 6: Gigamon Support Partner Program (GSP) Section 7: Gigamon Customer Portal Section 8: Return Material Authorization ( RMA ) Process Section 9: Gigamon Software Support Policy Section 10: How to Order Appendix 1: Useful Links... 30

2 How to Use this Guide This guide is divided into ten major sections describing each of the services Gigamon offers and how to use them. Each section provides details on each service program, how it works, service level agreements, and the best way to use the service to meet your needs. For the most recent version of this guide please contact your local Sales representative or visit Gigamon s website at the following link: Recent Changes/Additions Product Support and Software Maintenance Agreement ( Support Agreement ) Effective July 1, 2015 Old Policy New Policy Gigamondelivered Support Services Hardware replacement depot in US 5-year hardware limited warranty Gigamon or Gigamon VARdelivered Support Services Expanded Hardware replacement depots in US, Europe, Singapore 5-year hardware limited warranty Old policy provided limited warranty support during the first 5 years following the initial shipment of a product. A 3-year extended hardware offer was available for fee after the 5-year period. Gigamon had only one Hardware Replacement Depot located in US. Product Support and Software Maintenance fees waived in the first year. The new policy offers advanced replacement unit (ARU) coverage after the 5-year limited warranty has expired and offers a choice of Support Services delivered by Gigamon or a Gigamon VAR. Gigamon has also added new Hardware Replacement Depots in Europe and Singapore to better serve Customers around the globe. Product Support and Software Maintenance fees will be reduced by 3%, but Gigamon will no longer waive the first year fees. The new fee structure is designed to establish consistency in pricing support contracts over the life of the product and provide quicker reduction in cost of ownership. Gigamon Support Partner Program ( GSP ) Effective April 1, 2015 Gigamon product support is now available through Partner-enabled support offerings. Gigamon offers GSP only to qualified Gigamon Partner Program participants in good standing. Through this program, Partners may offer 4 Support Program Types that range from simple reselling of the Gigamon solution (pass-through), L1 technical support only (Plus), L1 and L2 Technical Support (Premier) and L1/L2 technical support with professional services and advance logistic support (Professional). GSP-qualified Partners can provide a broader multi-vendor and local language support ecosystem to best enable a Customer s success beyond the Gigamon solution. Customers will find additional information on this program in Section 6 of this User Guide, on Gigamon s Partner Portal at or by contacting their account team Gigamon. All rights reserved. 2

3 Section 1: Service and Support Overview Gigamon offers a wide range of service solutions to Gigamon s Customers. Gigamon s goal is to address its Customers business needs quickly and professionally with knowledgeable staff and systems that deliver a consistent experience enabling overall business success. Program Overview: The table on the next page provides an overview of the Gigamon Service and Support programs, what s included and expected, as well as the benefits of each service Gigamon. All rights reserved. 3

4 Table 1: Gigamon Service and Support Program Overview Service Service Description Service Level Agreement Customer Benefit Hardware Limited Warranty Five-year hardware replacement for verified defects Technical Support by phone and 8x5 during regular business hours* Start: Date of shipment Same day ship if request received by 1PM US (Pacific Time), UK, or Singapore local time RMA must be approved by Gigamon Technical Support Verified defects covered for five years Industry leading hardware product limited warranty Software Limited Warranty 12 month 1 software defect correction or workaround 2 Defect isolation only Technical Support by phone, , and web 3 8x5 during regular business hours* Start: Date of shipment Software download capability is available 24x7x365 from Gigamon FTP website or our Customer Portal Web access only for maintenance releases (Credentials available through Gigamon Technical Support) Defect resolution access to knowledgeable Support experts 8x5 during regular business hours* Industry-leading software product warranty Standard Product Support and Software Maintenance ( Standard Support ) Defect isolation plus assistance with more complex configuration and how to questions Full access to latest software releases for duration of Standard Support Agreement Technical Support by phone, , and web 8x5 during regular business hours* Increased SLA response as compared to Limited Warranty Initial response, restore, resolution, and communication frequency varies based on priority level Optimal for non-business critical environments Access to subject matter experts for rapid problem solving 8x5 during regular business hours* Future proofing your network Start: Date of shipment Premium Product Support and Software Maintenance ( Premium Support ) Expands to more complex configuration assistance, how-to questions, as well as error isolation Full access latest software releases for duration of Premium Support Agreement Technical Support by phone, , and web 24x7x365 Increased SLA response as compared to Standard Support Initial response, restore, resolution, and communication frequency varies based on priority level Optimal for mission critical business environments Access to subject matter experts any time for rapid problem solving Future proofing your network Start: Date of shipment Customer Portal Access to Customer Portal for creating and editing cases, browsing knowledge base, and software downloads and asset listing Customer Portal is available 24x7x365 to any organization with an active Software Limited Warranty 3 or Support agreement Rapid case creation Historical case visibility Reporting for asset management Information and alert availability at a glance * 8am to 5pm US (Pacific Time), UK, and Hong Kong local times, major local holidays excluded months outside North America and Latin America 2 Under the End User License Agreement, the original end-user Customer is entitled to all Gigamon-provided software updates (bug fixes, maintenance releases, and feature upgrades) for Software for ninety (90) days from the date the Software is downloaded by or shipped to the Customer by Gigamon or an authorized Gigamon reseller. 3 Customers with Software Limited Warranty coverage only will have limited software download access and reduced views to other information sources Gigamon. All rights reserved. 4

5 Support Program Features: Gigamon offers four distinct levels of differentiated product support programs. Please see the table below for the value provided with each level of service. Table 2: Support Program Features Category Hardware Limited Warranty Software Limited Warranty Standard Support Agreement Premium Support Agreement Included in Product Purchase Same Day Shipment Hardware Advance Replacement Unit (ARU) Included Included Not Included Not Included Included Not applicable Included Included Next Business Day onsite Hardware Advance Replacement Unit (ARU) Not included Not applicable Select countries only 4 Rest of world from nearest depot Select countries only 4 Rest of world from nearest depot Software defect Correction Not Applicable 12 Months 5 from date of download/shipment (workaround only) Included Included Software Downloads for General Availability Releases Not applicable Not applicable** Included Included Technical Support Availability 8x5 No weekend or major local holiday support 8x5 No weekend or major local holiday support 8x5 No weekend or major local holiday support 24x7x365. Always available Technical Support defect Resolution Assistance Not applicable Included Included Included Technical Support Configuration Assistance Not applicable Not included Included Included Technical Support General Information Assistance Not applicable Not included Included Included Customer Portal Access Not applicable Included 5 Included Included **Under the End User License Agreement, the original end-user Customer is entitled to all Gigamon-provided software updates (bug fixes, maintenance releases, and feature upgrades) for such Software for ninety (90) days from the date the Software is downloaded by the Customer or shipped to the Customer by Gigamon or an authorized Gigamon reseller 4 Please see for a list of countries eligible for next business day delivery of ARUs. 5 Customers with Limited Software Warranty coverage only will have limited access to software downloads and other Customer Portal functionality Gigamon. All rights reserved. 5

6 Contacting Gigamon Technical Support The table below provides contact information and methods for engagement for the different Gigamon service plans. Table 3: How to Contact Gigamon Technical Support Region Premium Support Standard Support, Limited Warranty, for Hardware and Software Service Hours Contact Method Service Hours Contact Method North America and LATAM 24x7x365, always available Support Telephone Number: Please use the Premium Support telephone number provided when you ordered Premium Support Monday Friday 8am to 5pm Pacific Time except major US holidays Support Telephone Numbers: (855) (Toll Free) (408) Customer Portal: Customer Portal (all programs except Hardware Warranty): EMEA Monday Friday 8am to 5pm UK time except major UK holidays Standard Support Telephone Numbers: UK: UK: Germany: France: Russia: Rest of Europe: +44 (0) Middle East Support: 44 (0) UAE: Customer Portal (all programs except Hardware Warranty): APAC Monday Friday 8am to 5pm Hong Kong time except major HK holidays Standard Support Telephone Number: Hong Kong: China: Singapore: Australia: Malaysia: Rest of APAC: Customer Portal (all programs except Hardware Warranty): Gigamon. All rights reserved. 6

7 Gigamon Technical Support Response, Restore, and Resolution Times Gigamon response, restore, resolution, and communication frequency are defined in the table below. Service levels are based on the priority of the problem being addressed. Table 4: Gigamon Technical Support Response, Restore, and Communication Levels Type Premium Support Standard Support Software Limited Warranty Priority 1 Priority 2 Priority 3 Priority 1 Priority 2 Priority 3 Priority 1 Priority 2 Priority 3 Initial Response 1 hour 2 hours 8 hours 2 hours 4 hours 2 days Status Live on phone until resolved Daily Daily Live on phone until resolved Daily Twice per week Restore Time Software: 24 hours Software: 48 hours Not applicable Software: 24 hours Software: 48 hours Not applicable Subject to the terms of the Software Limited Warranty, Gigamon will use commercially reasonable efforts to provide corrections or workarounds for verified software defects during normal business hours. Resolution Time Software: 5 days Software: 10 days As agreed or next maintenance window Software: 5 days Software: 10 days As agreed or next maintenance window Communication Method Phone only Phone, , or Customer Portal. After hours phone only Phone, , or Customer Portal. After hours phone only Phone, only Phone, , or Customer Portal Phone, , or Customer Portal Case Priority Definitions Priority 1 Any demonstrable Error in the Product that: (a) causes the Product to have a significant loss of utility of intended function in a production environment; or (b) prevents the Product from being installed or operated when properly configured in a production environment. Priority 2 Any demonstrable Error in the Product that: (a) causes the Product to operate improperly in a manner which negatively impacts the normal course of business for Customer; or (b) produces results materially different from those described in the Specifications but does not rise to the level of a Priority 1 issue. Priority 3 Any demonstrable Error in the Product that: (a) causes a function not to execute as documented in the published specifications without a significant loss of utility or intended functionality; or (b) disables one or more nonessential functions Gigamon. All rights reserved. 7

8 Opening a case with Gigamon Technical Support To help you solve the problem as quickly as possible, having the following information up front will accelerate resolution of the issue as well as Return Material Authorization ( RMA ) approval when working with the Gigamon Technical Support team. Problem description Product serial number (w/chassis serial number) Contact information (name, phone #, address) Software version on system Shipping address for RMA purposes Device outputs (show diag, syslog, etc.) Topology and usage information Remote access if available Background information (what changed) 2015 Gigamon. All rights reserved. 8

9 Section 2: Hardware Limited Warranty Gigamon offers a 5-year Hardware Limited Warranty to demonstrate its commitment to providing quality products that are designed to last. For the latest information regarding Gigamon s Hardware Limited Warranty please refer to: Service at a Glance Gigamon products come with a 5-year Limited Warranty against defects in Gigamon hardware. The Hardware Limited Warranty term starts on the date the Product is shipped either by Gigamon or its authorized distributor to the original end user Customer. During the 5-year Hardware Limited Warranty period, the original purchaser of the Gigamon hardware may contact Gigamon Technical Support 8x5 by phone or to receive assistance in isolating suspected hardware defects. Local hours and holiday schedules can be found at: A Gigamon Technical Support Engineer will request the serial numbers of affected product and of the chassis it resides on in order to confirm that the product is covered under an active Hardware Limited Warranty. Once Gigamon Technical Support has confirmed that the suspect product is covered under an active Hardware Limited Warranty, they will assist the Customer in addressing the product issue. How It Works Gigamon will issue a return material authorization ( RMA ) and arrange for shipment of an advanced replacement unit (ARU) after a Gigamon Technical Support Engineer confirms that: (1) the hardware product is still under the 5-year Hardware Limited Warranty, and (2) has confirmed and reproduced the defect. Please see Section 8 of this User Guide for more information on the RMA and ARU processes. Limitations on the Hardware Limited Warranty Gigamon s 5-year Hardware Limited Warranty is solely for the original end user Customer and is non-transferable. Under the 5-Year Hardware Limited Warranty, Gigamon s Technical Support team is available only during regular business hours (Monday Friday, 8am to 5pm US (Pacific), UK, and Hong Kong time, excluding major local holidays). 24x7x365 Premium Support is available at an extra cost for Customers who need access to Gigamon Technical Support during non-business hours. To ensure the best Gigamon product experience, all Customers are encouraged to invest in an active Support Agreement. If Gigamon determines a problem is due to software or other factors (and not related a hardware defect), Gigamon Technical Support will be limited in its ability to assist the Customer unless the Software is still covered under Gigamon s Software Limited Warranty or the Customer has an active Support Agreement. The 5-year Hardware Limited Warranty does not cover issues caused by: Customer s failure to implement Software updates; acts of God or government; misuse or abuse; Customer instruction, installation, or set up adjustments; modifications of or to any part of the Gigamon product(s); or accident or damage Gigamon. All rights reserved. 9

10 Section 3: Software Limited Warranty Gigamon offers a one-year Software Limited Warranty to demonstrate its commitment to providing quality products that are designed to last. For the latest information regarding Gigamon s Software Limited Warranty please refer to: Service at a Glance Gigamon products come with a 1-year* Limited Warranty against defects in Gigamon software. The Software Limited Warranty term starts on the date the Software is initially shipped to or downloaded by the original end user Customer. During the 1-year Software Limited Warranty period, the original purchaser of the Gigamon software may contact Gigamon Technical Support by phone, or web (through the Customer Portal) to receive assistance in isolating a suspected software defect. (Local hours and holiday schedules can be found at: The Customer also may access Gigamon s Customer Portal and download new Maintenance Releases or Hot Patch Releases. (Additional information regarding the Customer Portal is available in Section 7 of this User Guide.) A Gigamon Technical Support Engineer will request the serial numbers of the affected product and of the chassis it resides on in order to confirm that the product is covered under an active Software Limited Warranty. Once Gigamon Technical Support has confirmed that the suspect product is covered under an active Software Limited Warranty, they will assist the Customer in addressing the product issue. How It Works Once a Gigamon Technical Support Engineer confirms that (1) the Software is still under the 1-year Software Limited Warranty, and (2) has confirmed and reproduced the defect, Gigamon will provide the Customer a workaround or instructions for downloading a Software correction to address the issue. If the issue is new and has not previously been solved by Gigamon, Gigamon Technical Support will escalate the problem to Gigamon Engineering and will notify the Customer when a new version of Software, which addresses the defect, is available for download. Limitations on the Software Limited Warranty Gigamon s 1-Year Software Limited Warranty is solely for the original end user Customer and is non-transferable. Under the 1-year Software Limited Warranty Gigamon s Technical Support team is available only during regular business hours (Monday Friday, 8am to 5pm US (Pacific), UK, and Hong Kong time, excluding major local holidays) and only provides support for defect isolation. Configuration assistance and general information is not included The 1-year Software Limited Warranty does not cover issues caused by: Customer s failure to implement Software updates; acts of God or government; misuse or abuse; Customer instruction, installation, or set up adjustments; modifications of or to any part of the Gigamon product(s); accident or damage; or use of the Software other than as permitted in Gigamon s End User License Agreement. *13 months for locations outside of North America and LATAM 2015 Gigamon. All rights reserved. 10

11 Section 4: Standard Support Agreement Service at a Glance The Standard Support Agreement allows Customers to contact Gigamon s Technical Support team during regular business hours only (Monday Friday, 8am to 5pm US (Pacific), UK, and Hong Kong time, excluding major local holidays). During these hours Customers have access to Gigamon Technical Support Engineers via telephone, and web (through Gigamon s Customer Portal). A Standard Support Agreement provides Customers defect isolation assistance, same day shipment of ARUs, next business day on-site ARU delivery (select countries only 6 ) full access to the latest Software releases, configuration assistance, general information and how to assistance, increased response times as compared to the Limited Warranty, and service level commitments all of which extend the value of the Customer s investment for the lifecycle of the Gigamon product. How It Works Standard Support Agreement Customers experiencing Gigamon product performance issues may contact Gigamon Technical Support via phone, or web (through the Gigamon Customer Portal) during Gigamon s regular business hours so Gigamon can provide assistance. A Gigamon Technical Support Engineer will request the serial numbers of the affected product and of the chassis it resides on in order to confirm that the product is covered under an active Standard Support Agreement. Once Gigamon Technical Support has confirmed that the suspect product is covered by an active Standard Support Agreement, they will assist the Customer in addressing the product issue. Initial response, restore, resolution and communication frequency varies based on Priority Level, as specified in Table 4. If a Gigamon Technical Support Engineer confirms and reproduces a hardware defect, Gigamon will issue a return material authorization ( RMA ) and arrange for shipment of an advanced replacement unit (ARU) from the service depot closest to the Customer s location. Please see Section 8 of this User Guide for more information on the RMA and ARU processes. If a Gigamon Technical Support Engineer confirms and reproduces a software defect, Gigamon will provide the Customer a workaround or instructions for downloading a Software correction to address the issue. If the issue is new and has not previously been solved by Gigamon, Gigamon Technical Support will escalate the problem to Gigamon Engineering and will respond to the Customer pursuant to the Standard Support SLAs described in Table 4. Service Limitations Customers with Standard Support contracts should be aware of the following service limitations: Customers electing to purchase a Support Agreement after the initial product purchase will be charged fees for the lapse in service. These fees will be in addition to the yearly maintenance charge for new feature capabilities. Support Service fees will be calculated starting as of the later of (a) the date of initial product purchase; or (b) for renewals, the date the previous Support Agreement expired. Gigamon is not able to provide troubleshooting or configuration assistance for third-party (non-gigamon) hardware and/or software products. Standard Support Agreements are non-transferrable and non-refundable. Standard Support does not include design, staging, or configuration validation unless directly associated to a defect or specific issue being assessed. 6 Please see for a list of countries eligible for next business day on-site ARU delivery 2015 Gigamon. All rights reserved. 11

12 Section 5: Premium Support Agreement Service at a Glance The Premium Support Agreement allows Customers to contact Gigamon s Technical Support at any time, 24x7x365, via telephone, and web (through Gigamon s Customer Portal). Premium Support is an asset-based entitlement linked to specific serial number(s). If the serial number for the product you are contacting us about is covered by Premium Support, you will get Premium Support service levels. Premium Support terms are the same as Standard Support terms, except that Premium Support service levels are more aggressive for initial response, and support hours are expand beyond regular business hours. Specifically, a Premium Support Agreement provides Customers defect isolation assistance, same day shipment of ARUs, next business day onsite ARU delivery (select countries only 7 ), full access to the latest Software releases, configuration assistance, general information and how to assistance, increased response times as compared to Standard Support, and enhanced service level commitments all of which extend the value of the Customer s investment for the lifecycle of the Gigamon product. How It Works Premium Support Customers experiencing Gigamon product performance issues may contact Gigamon Technical Support any time 24x7x365 by phone using a special number that is provided to the Customer at the time Premium Support is purchased. and Gigamon Customer Portal case creation capabilities can also be used to initiate contact with Technical Support, but Gigamon s response will be less immediate using these methods. A Gigamon Technical Support Engineer will request the serial numbers of the affected product and of the chassis it resides on in order to confirm that the product is covered under an active Premium Support Agreement. Once Gigamon Technical Support has confirmed that the suspect product is covered by an active Premium Support Agreement, they will assist the Customer in addressing the product issue. Initial response, restore, resolution and communication frequency varies based on Priority Level, as specified in Table 4. If a Gigamon Technical Support Engineer confirms and reproduces a hardware defect, Gigamon will issue a return material authorization ( RMA ) and arrange for shipment of an advanced replacement unit (ARU) from the service depot closest to the Customer s location. Please see Section 8 of this User Guide for more information on the RMA and ARU processes. If a Gigamon Technical Support Engineer confirms and reproduces a software defect, Gigamon will provide the Customer a workaround or instructions for downloading a Software correction to address the issue. If the issue is new and has not previously been solved by Gigamon, Gigamon Technical Support will escalate the problem to Gigamon Engineering and will respond to the Customer pursuant to the Premium Support SLAs described in Table 4. Service Limitations Customers with Premium Support contracts should be aware of the following service limitations: Customers electing to purchase a Support Agreement after the initial product purchase will be charged fees for the lapse in service. These fees will be in addition to the yearly maintenance charge for new feature capabilities. Support Service fees will be calculated starting as of the later of (a) the date of initial product purchase; or (b) for renewals, the date the previous Support Agreement expired. Gigamon is not able to provide troubleshooting or configuration assistance for third-party (non-gigamon) hardware and/or software products. Premium Support Agreements are non-transferrable and non-refundable. Premium Support does not include design, staging, or configuration validation unless directly associated to a defect or specific issue being addressed. 7 Please see for a list of countries eligible for next business day on-site ARU delivery Gigamon. All rights reserved. 12

13 Section 6: Gigamon Support Partner Program (GSP) Service at a Glance GSP is a value added reseller (VAR)-only service Under the GSP, Partners in good standing under the Gigamon Partner Program may resell the Gigamon service under the Partner s own brand Partner owns the end Customer relationship and can purchase flexible GSP services in alignment with the capabilities, investment and response/access requirements they have from Gigamon to ensure customer success. Partners must be qualified by Gigamon prior to being accepted in the GSP, and must maintain base certifications and qualifications. Their eligibility will be reviewed annually, at a minimum. Customers can find further details on GSP are on Gigamon s Partner Website or through their account team. Service Limitations Customers have no direct access to Gigamon Technical Support and must work through the Partner providing the applicable service Gigamon. All rights reserved. 13

14 Section 7: Gigamon Customer Portal Service at a Glance Gigamon maintains a Customer Portal to enable its Customers to access a host of Gigamon- and client-specific information regarding Gigamon solutions. The Customer Portal is at: Gigamon provides unlimited access to its Customer Portal for any Customer with a valid Support Agreement or an active Software Limited Warranty. Information contained in the Customer Portal is shown in the table below. Table 5: Customer Portal Capabilities Service Description General Announcements (Field Notices, Software Releases) User Profile Management TAC Contact Information Available in Gigamon Customer Portal (Support Agreement or Software Limited Warranty) Case Priority Definitions Documentation Access (User Guides, Command Line Interface (CLI) Guide, etc.) List of Latest Software Versions 8 Case Viewing (my cases, my company s cases, open and closed) Case Editing Case Creation Asset Export in Excel for HW/SW service coverage data Searchable Knowledgebase How It Works Customers with a valid software limited warranty or support contract may create an account and gain access to the Customer Portal at: Creating an Account: Customers can create an account by clicking on the Register hyperlink below and filling in the required information on the registration screen. PLEASE NOTE: To complete the registration process Customers must provide the serial number(s) for the Gigamon product(s) in their installed base that are either under the Software Limited Warranty or a Standard or Premium Support Agreement. 8 For Warranty Accounts only software entitled to for Maintenance Releases or Hot Patches would be available Gigamon. All rights reserved. 14

15 2015 Gigamon. All rights reserved. 15

16 Welcome Page: Upon logging into the Customer Portal the Customer is presented with a welcome page, shown below. The Welcome Page gives you access to: A. Location to manage Customer s profile B. Announcements such as Field Notices and software availability milestones C. Case creation, case viewing, case commenting, asset reporting and exporting information, and searchable knowledge base articles for self-help how to articles D. Latest software versions, priority level definitions, technical documentation, and end-of-life (EOL) schedules A B C D 2015 Gigamon. All rights reserved. 16

17 Creating a Case: Customers can create a case by clicking on the Create a Ticket + button on the Welcome Page. The Customer will then be presented with a screen that allows them to enter all necessary information about their case. They will need the chassis serial number of the product that is experiencing problems. Once complete, the Customer should click the Submit button. To Add Comments to a Case: Click the Cases button from the Welcome Page to see a list of open cases. Click on the open Case Number in order to add comments Gigamon. All rights reserved. 17

18 Scroll down to the bottom of the next screen and click the Add Comment button. Now add comments in the area provided, then click the Save button Gigamon. All rights reserved. 18

19 Viewing Cases: Several viewing options are available from the main Cases page. Click on the viewing option of interest to gain access to case information Viewing Asset Information: Customers may click the Asset button from the Welcome Page to view their company s installed base assets. The image below is a typical asset view output from this function. This information may be exported to an Excel file by clicking the Export button Gigamon. All rights reserved. 19

20 Field Definitions for the Asset View: The following table defines the fields presented in the Customer Portal Asset View. Table 6: Asset View Field Definitions Field Name Support Type HW Support Start Date HW Warranty End Date SW Support Start SW Support End HW Warranty Status SW Warranty Status Meaning This field will tell you if you have Standard or Premium Support This is the Hardware Limited Warranty start date This is the Hardware Limited Warranty end date This is the Software Limited Warranty start date This is the Software Limited Warranty end date This tells you if your Hardware Limited Warranty is current or expired This tells you if your Software Limited Warranty is current or expired How to Search the Knowledge base: Click the Knowledge button from the Welcome Page to access Gigamon s searchable knowledge base. Once in the Knowledge section, type in the keyword, and then click the magnifying glass to obtain search results. Click on the article of interest for additional information. Supplemental filtering of the original search results is possible by selecting drag down options in the Filter Search By section Gigamon. All rights reserved. 20

21 Section 8: Return Material Authorization ( RMA ) Process Return Material Authorization ( RMA ): Once Gigamon Technical Support receives the information needed to understand a Customer s problem, Gigamon s first priority is to restore the Gigamon Visibility Solution to full operation. If a Gigamon hardware defect or Error is suspected, the Customer or Partner may contact the Gigamon Technical Support team to receive RMA approval. All RMA requests require the following information: Nature of the problem Serial number of suspect component to be returned Serial number of chassis where the suspect component can be found (as applicable) Serial number of the ARU used for replacement (as applicable) Contact information Customer ship to information to ensure replacement is sent to the proper destination. Partner Name (if applicable) Partner Contact (if applicable) If a hardware defect or Error is confirmed by Gigamon Technical Support, Gigamon s Technical Support team will assign an RMA number and will authorize shipment of an advance replacement unit ( ARU ). Advance Replacement Unit ( ARU ) Shipment: If the suspect Gigamon product is not currently under an active Support Agreement but is covered under the Hardware Limited Warranty, the Service Level Agreement (SLA) will be for Same Business Day shipment of an ARU from one of the new global depots. If the Gigamon product is under an active Support Agreement, and an RMA is approved before the local cut-off time, the following SLAs are in place: US and Select Countries 9 : Next business Day delivery of an ARU. Rest of World: Same day shipment from nearest GEO Depot. For Gigamon products covered by an active Hardware Limited Warranty or Support Agreement: Gigamon will cover all freight charges associated with the transport of the ARU globally. Gigamon will pay all other costs associated with the ARU shipment to Customers or Partners in the US and Select Countries 10. Customers or Partners in all other geographic locations will be responsible for all taxes, duties, fees or other charges incurred in connection with the importation of the ARU. Gigamon may ship ARUs with a minimum shipping version of Gigamon software. It is recommended upon receipt to visit the Customer Portal to download the latest or current Gigamon software used in the deployment. This will help provide the best experience prior to replacement of suspect hardware and ensure homogeneous software in your environment. 9 Please see for a list of countries eligible for next business day delivery of RMA replacement units. 10 Please see for a list of countries with a local service depot Gigamon. All rights reserved. 21

22 RMA Return Process: Upon receipt of an ARU, the Customer or Partner will have 30 days to return the suspect product to the location specified in the RMA. For Gigamon products covered by an active Hardware Limited Warranty or Support Agreement: o A pre-paid return waybill will be provided with the RMA for Customers in the US and Select Countries 11 o The Customer or Partner is responsible to for the return freight, taxes, duties, fees or other charges to return the suspect product to the location specified in the RMA for Customers outside the US and the Select Countries. Return of suspect hardware should be made using the same packaging in which the ARU was provided, and Customer must clearly write the Gigamon provided RMA number on the outside of the shipping container. In some instances, Gigamon may not require the return of the suspect hardware. This information will be provided at the time of RMA approval. Customers and Partners also may request a list of such hardware by sending an to: RMA@gigamon.com. Gigamon is not responsible for returned hardware that is damaged during shipment. If the Customer or Partner fails to return the suspect hardware to Gigamon within 30 days following receipt of the ARU, the Customer or Partner will be fully liable for the then-current published list price of the ARU. Return RMA Locations: The RMA approval will request that the suspect product be returned to one of the following locations: Table 7: Gigamon RMA Return Shipment Locations North America and LATAM Location: Hayward, CA USA Gigamon Inc. C/O: Flash Global 2335 Industrial Parkway West Hayward, CA USA EMEA Location: Amsterdam, Netherlands Gigamon Inc. C/O: Rapid Logistics Incheonweg 7 Rozenburg, NH 1437 EK Netherlands APAC Location: Singapore, Singapore Gigamon Inc. C/O: Flash JSI Logistics (S) Pte Ltd 3 Changi North Street 2 #01-02B/03 Logistech Singapore Please see for a list of countries eligible for a pre-paid return waybill Gigamon. All rights reserved. 22

23 Advanced Hardware Replacement Shipment Service Levels: Gigamon shipping logistics vary by geographic region. Please see the table below for Gigamon s shipping policy by location. Table 8: Advanced Hardware Replacement Shipment Service Level Agreement (SLA) Region Hardware Warranty Coverage Support Agreement US and Select Countries 12 Advance replacement unit (ARU) will ship same business day No guarantee of nearest depot shipment Gigamon pays for both the shipment of the ARU and the return of the suspect product Continues ARU support beyond expiration of Hardware Limited Warranty ARU will ship same business day Next business day delivery if RMA is approved prior to 1PM local TAC time (California and London) Nearest depot shipment guaranteed Gigamon pays for both the shipment of the ARU and the return of the suspect products Canada and LATAM ARU will be shipped within 1 business day of RMA approval EMEA (outside Select Countries) No guarantee of nearest depot shipment All AURs are shipped from one of Gigamon s Global Depots Actual delivery time is contingent on destination, local customs and interdepot transit if coming from remote location Replacement products will be shipped the same day from the closest Global Depot if RMA approval occurs before 1PM local TAC time (California, London or Hong Kong) Nearest depot shipment guaranteed Actual delivery time is contingent on destination and local customs. Gigamon pays for the shipment of the ARU APAC Gigamon pays for the shipment of the ARU Customer pays customs, taxes, duties or fees related to shipment of the ARU Customer pays customs, taxes, duties or fees related to shipment of the ARU 12 Please see for a list of Select Countries Gigamon. All rights reserved. 23

24 Section 9: Gigamon Software Support Policy Software Releases General Availability Releases are issued on regular pre-planned intervals and are intended to introduce significant new software features, enable new hardware platforms, add performance enhancements, and address major software defects. General Availability releases are identified by the first two digits. The first digit (e.g. 3.x and 4.x) indicates a Major Release. The second digit (e.g. 4.0 and 4.1) indicates a Minor Release. Major Releases are for upgrades, which are used for identifying architectural changes or new platform support. Minor Releases are for updates, which indicates new features that build upon the main upgrade trunk of software Maintenance Releases are issued to fix defects and introduce minor feature additions. Maintenance Releases are identified by the digit set immediately following the second decimal point (e.g.: , , ). Hot Patches are software corrections provided by engineering support to address critical defects. Software Release Lifecycle The frequency of General Availability and Maintenance Releases are based on Gigamon s software release lifecycle, described below. Each Major Release goes through the following software lifecycle milestones: General Availability ( GA ): The date a new Major Release is made publically available to Gigamon s Customers. One of the yearly General Availability Releases is designated as a Long Term Support Release. It is targeted for Customers who need ongoing maintenance and do not plan on adopting new software features in the immediate future. This release is updated with three Maintenance Releases (two months, five months, and ten months after GA), and supported with Hot Patches throughout the 24-month lifecycle. The remaining two annual General Availability Releases are used to accelerate the availability of new features to Gigamon s Customers. These releases have fewer Maintenance Releases and a shorter timeline for End of Engineering. End of Engineering: The date from which Gigamon stops adding bug fixes or minor feature additions to the software. End of Support: The date from which Gigamon no longer supports the software release and requires Customers to upgrade to supported software versions in order to continue problem solving and configuration assistance. End of Support is always 24 months after GA for Long Term Supported (LTS) software releases or 12 months for non-lts releases. Access to GA Software Under the Software End User License Agreement (EULA), access to the latest General Availability Release software is available for the first 90 days following download or shipment of new Software. All currently supported software releases are available for download from Gigamon s secure FTP site or through the Gigamon Customer Portal. Gigamon s Technical Support team will provide Customers with an active Support Agreement or an active Software Limited Warranty for the applicable Software with an FTP URL, user ID, and password for downloading software when needed. Gigamon s FTP site and Customer Portal includes software release notes for each supported release. All Gigamon Long Term Support Release software is supported by Gigamon Technical Support for two years following release (subject to the Customer having an active Software Limited Warranty or Support Agreement). Please note: Select advanced software features require a purchased license key to activate the feature. Customers should see their Gigamon Sales Representative for additional details Gigamon. All rights reserved. 24

25 Lifecycle Plan for GigaVUE H Series Software Gigamon plans for three General Availability Releases per year for GigaVUE H Series software targeted to be issued on four-month intervals contingent on product release schedules. Please see the table Gigamon GigaVUE H Series Software Release Lifecycle Summary below for details. Table 9: Gigamon GigaVUE H Series Software Release Lifecycle Summary 2015 Gigamon. All rights reserved. 25

26 Lifecycle Plan for G-Series Software Each GigaVUE G Series General Availability Release will have one Maintenance Release issued three months after GA. Gigamon will provide Hot Patches as well as general assistance and configuration guidance throughout the 24-month software release lifecycle. Please see the table Gigamon GigaVUE G Series Software Release Lifecycle Summary below for details. Table 10: Gigamon GigaVUE G Series Software Release Lifecycle Summary 2015 Gigamon. All rights reserved. 26

27 Lifecycle Plan for FM and VM Software Gigamon plans for three General Availability Releases per year for GigaVUE-FM and GigaVUE-VM software, targeted to be issued on four-month intervals contingent on product release schedules. Critical defect fixes are provided for the first three months of each General Availability Release. Gigamon Technical Support will provide general assistance and configuration guidance throughout the 12-month software support period. Please see the table Gigamon GigaVUE-FM and GigaVUE-VM Software Release Lifecycle Summary below for details Table 11: Gigamon GigaVUE-VM/-FM Software Release Lifecycle Summary 2015 Gigamon. All rights reserved. 27

28 Section 10: How to Order General Terms and Conditions on Support Agreements: All Support Agreements may be purchased in multi-year terms. Agreements with 3 to 5 year terms are eligible for a one time multi-year allowance discount off the net price for the Support. Any requests for multi-year agreements with terms in excess of 5 years require Gigamon s prior approval. Customer s electing to purchase a Support Agreement after the 1-year Software Limited Warranty has expired will be charged fees for the lapse in service. These fees will be in addition to the yearly maintenance charge for new feature capabilities. The table below lists part numbers for initial ordering of Gigamon Software Support Agreements. Customers should see their Gigamon sales representative for pricing and additional ordering information. Table 12: Gigamon Service Part Numbers Gigamon Service Part Number Description Notes Product Support and Software Maintenance GSS-FYS-STD GSS-FYS-PRM SVC-000 SVC-001 SCV-002 MYA-015 First year Gigamon Standard Support Level (8X5), bought with product or within 1 year of original purchase of product after July 1, 2015 First year Gigamon Premium Support Level (24X7), bought with product or within 1 year of original purchase of product after July 1, months Standard support and software maintenance 1st Year Premium 24x7 upgrade 12 months Premium 24x7 support and software maintenance Multi-Year Allowance for 3 or greater years support and software maintenance bought either with product purchase or subsequently Order this service at time of purchase or multiyear for Standard Product Support and Software Maintenance Order this service at time of purchase or multiyear for Premium Product Support and Software Maintenance This Service SKU is end of life effective July 2015 Order this service for second year or multi-year Standard Support orders at initial time of purchase This Service SKU is end of life effective July 2015 Order this service to upgrade initial first year Standard Support to Premium support This Service SKU is end of life effective July 2015 Order this service for second year or multi-year Premium Support orders at initial time of purchase This SKU is entered as a line item to reflect a total service duration of 3 or greater years. Applies to both old and newer SKU s 2015 Gigamon. All rights reserved. 28

29 The table that follows lists part numbers for renewing Gigamon Standard Support and Gigamon Premium Support Table 13: Gigamon Service Renewal Part Numbers Gigamon Service Part Number Description Product Support and Software Maintenance Notes GSS-RNL-STD GSS-RNL-PRM RNL-000 Renewal Gigamon Standard Support Level (8X5), bought > 1 year from the original purchase of Gigamon product after July 1, 2015 Renewal Gigamon Premium Support Level (24X7), bought > 1 year from the original purchase of product after July 1, 2015 Renewal Gigamon Standard Support Level (8X5), bought > 1 year from the original purchase of product before July 1, 2015 Order this service to extend your initial Standard Support contract for additional (or multiple) years. For products purchased after July 1, Order this service to extend your initial Premium Support contract for additional (or multiple) years. For products purchased after July 1, Order this service to extend your initial Standard Support contract for additional (or multiple) years. RNL-002 Renewal Gigamon Premium Support Level (24X7), bought > 1 year from the original purchase of product before July 1, 2015 Order this service to extend your initial Premium Support contract for additional (or multiple) years. RNL Yr HW Warranty Extension This Service Part will be End of Life as of July 1, 2015 Please contact Gigamon s Renewals team for additional information (renewals@gigamon.com) Gigamon. All rights reserved. 29

30 Appendix 1: Useful Links The list below provides other useful information sources for Gigamon Service and Support Customers. Gigamon Website Gigamon Service and Support Home Page Gigamon s End User License Agreement (EULA). This policy is in effect as soon as the customer opens the package, installs, and uses Gigamon s products. Gigamon Limited Warranty Gigamon Limited Warranty FAQ Gigamon Product Support and Software Maintenance Terms and Conditions Gigamon Policy for Secondary Market Products Gigamon End of Life Policy Gigamon Software Release Policy Gigamon Support Standard Operation Hours 2015 Gigamon. All rights reserved. Gigamon and the Gigamon logo are trademarks of Gigamon in the United States and/or other countries. Gigamon trademarks can be found at All other trademarks are the trademarks of their respective owners. Gigamon reserves the right to change, modify, transfer, or otherwise revise this publication without notice. Gigamon 3300 Olcott Street, Santa Clara, CA USA PH +1 (408) /15