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
Upgrade to Extended Support Now Packed with Extra Features
Take your operational readiness to the next level.