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Gigamon Global Services

Gigamon Service Solutions User Guide Version 3 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 ..................................................................................................... 2Section 1: Service and Support Overview ..................................................................... 2Section 2: Hardware Limited Warranty ........................................................................... 8Section 3: Software Limited Warranty ............................................................................ 9Section 4: Standard Support Agreement ..................................................................... 10Section 5: Premium Support Agreement ..................................................................... 11Section 6: Gigamon Support Partner Program (GSP) ................................................. 12Section 7: Gigamon Customer Portal ........................................................................... 13Section 8: Return Material Authorization (“RMA”) Process ....................................... 20Section 9: Gigamon Software Support Policy ............................................................. 25Section 10: How to Order ............................................................................................... 29Appendix 1: Useful Links ............................................................................................... 30

© 2015 – 2016 Gigamon. All rights reserved. 2

GigamonServiceSolutionsUserGuide

Audience:EndUserHow 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: www.gigamon.com/support-and-services/overview-and-benefits

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.

http://www.gigamon.com/support-and-services/overview-and-benefits



Audience:EndUser

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 email

• 8x5 during Gigamon support’s regular business hours*

• Start: Date of shipment

• Same day ship if request received by 1:00 p.m. 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 month1 software defect correction or workaround2

• Defect isolation only • Technical Support by phone,

email, and web3 • 8x5 during Gigamon support’s

regular business hours* • Support starts: date of product

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 Gigamon’s 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, email, and web

• 8x5 during Customer’s regular business hours**

• Support starts: date of product shipment

• Increased SLA response as compared to Limited Warranty

• Initial response, restore, resolution, and communication frequency varies based on priority level

• Support based on customer’s local business hours**

• Optimal for non-business critical environments

• Access to subject matter experts for rapid problem solving 8x5 during Customer’s regular business hours**

• Future proofing your network

Premium Product Support and Software Maintenance (“Premium Support”)

• Expands to more complex configuration assistance, how-to questions, as well as error isolation

• Full access to latest software releases for duration of Premium Support Agreement

• Technical Support by phone, email, and web

• 24x7x365 • Support starts: Date of product

shipment

• 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

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 Warranty3 or Support agreement

• Rapid case creation • Historical case visibility • Reporting for asset management • Information and alert availability at a

glance

* 8:00 a.m. to 5:00 p.m., Monday – Friday: US (Pacific Time), UK, and Hong Kong (local times), major local holidays excluded. ** 8:00 a.m. to 5:00 p.m., Monday – Friday: Customer’s business hours (based on asset location), local Technical Assistance Center (TAC). National holidays excluded.113 months outside North America 2Under 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.3Customers with Software Limited Warranty coverage only will have limited software download access and reduced views to other information sources.



Audience:EndUser 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 Price Included Included Not Included Not Included

Same Day Shipment Hardware Advance Replacement Unit (ARU)

Included Not applicable Included Included

Next Business Day delivery on-site Hardware Advance Replacement Unit (ARU)

Not included Not applicable

Select countries only4 (Rest of world next-day

shipment from nearest depot)

Select countries only4 (Rest of world next-day

shipment from nearest depot)

Software defect Correction Not Applicable

12 Months5 from date of download/shipment (work around 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 Included5 6 Included Included

* 8:00 a.m. to 5:00 p.m.: US (Pacific Time), UK, and Hong Kong local times, major local holidays excluded. ** 8:00 a.m. to 5:00 p.m.: Customer’s business hours, excluding local Gigamon TAC. National holidays excluded. *** 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 www.gigamon.com/support-and-services/rma-sd for a list of countries eligible for next business day delivery of ARUs. 5 13 months if outside of North America. 6 Customer’s with Limited Software Warranty coverage only will have limited access to software downloads and other Customer Portal functionality.



Audience:EndUserContacting 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

Email: [email protected] Support Telephone Number: Please use the Premium Support telephone number provided when you ordered Premium Support Customer Portal: https://gigamoncp.force.com/gigamoncp/

Monday – Friday 8:00 a.m. to 5:00 p.m. Customer’s local business hours except major US holidays

Email: [email protected] Support Telephone Numbers: (855) 430-0813 (Toll Free) (408) 260-5616 Customer Portal (all programs except Hardware Warranty): https://gigamoncp.force.com/gigamoncp/

EMEA Monday – Friday 8:00 a.m. to 5:00 p.m. Customer’s local business hours except major UK holidays

Email: [email protected] Standard Support Telephone Numbers: UK: +44 8008 021 055 UK: +44 118 3247 058 Germany: +49 8007 234 739 France: +33 8009 458 12 Russia: +81 0800 2580 2044 Rest of Europe: +44 (0) 1344 859 880 Middle East Support: 44 (0) 1344 859 886 UAE: +971 8000 3570 4110 Customer Portal (all programs except Hardware Warranty): https://gigamoncp.force.com/gigamoncp/

APAC Monday – Friday 8:00 a.m. to 5:00 p.m. Customer’s local business hours except major HK holidays

Email: [email protected] Standard Support Telephone Number: Hong Kong: +852 800 966 289 China: +864 006 039 071 Singapore: +658 004 411 407 Australia: +611 800 463 107 Malaysia: +60 1800 817 969 Rest of APAC: +852 3975 3019 Customer Portal (all programs except Hardware Warranty): https://gigamoncp.force.com/gigamoncp/

mailto:[email protected]?subject=Quick Start Guide Request: Technical Support

https://gigamoncp.force.com/gigamoncp/





mailto:[email protected]




Audience:EndUser 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

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 Gigamon’s normal business hours.

Specific for Security Vulnerabilities: Gigamon uses the Common

Vulnerability Scoring System V3 (CVSS) for guidance on determining the urgency of a response and maps

it to Gigamon Priority scheme (definitions below).

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

Resolution Time Software: 5 days

Software: 10 days

As agreed or next

mainten-ance

window

Software: 5 days

Software: 10 days

As agreed or next

mainten-ance

window

Communication Method Phone only

Phone, email, or Customer

Portal. After hours phone only


Portal. After hours phone only

Phone only


Portal


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; or (c) CVSS v3 base score of 8.5 – 10 for any reported security Vulnerability.

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 or (c) CVSS v3 score of 4 – 8.4 for any reported security Vulnerability

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 or (c) CVSS v3 score of 0 – 3.9 for any reported security Vulnerability



Audience:EndUserOpening 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 #, email address) • Software version on product • Shipping address for RMA purposes • Device outputs (show diag, syslog, etc.) • Topology and usage information • Remote access if available • Background information (what changed)



Audience:EndUserSection 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: https://www.gigamon.com/support-and-services/warranty 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 email to receive assistance in isolating suspected hardware defects. Local hours and holiday schedules can be found at: https://www.gigamon.com/support-and-services/contact-support

• 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, 8:00 a.m. to 5:00 p.m. 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.

https://www.gigamon.com/support-and-services/warranty

https://www.gigamon.com/support-and-services/contact-support



Audience:EndUserSection 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: https://www.gigamon.com/support-and-services/warranty. 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, email or web (through the Customer Portal) to receive assistance in isolating a suspected software defect. (Local hours and holiday schedules can be found at: https://www.gigamon.com/support-and-services/contact-support.) 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, 8:00 a.m. to 5:00 p.m. 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






Audience:EndUserSection 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, 8:00 a.m. to 5:00 p.m., Customer local time excluding Regional TAC local holidays). During these hours Customers have access to Gigamon Technical Support Engineers via telephone, email and web (through Gigamon’s Customer Portal).

• A Standard Support Agreement provides Customers defect isolation assistance, same day shipment of advanced replacement units (ARUs), next business day on-site ARU delivery (select countries only7) 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, email 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 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.

7 Please see www.gigamon.com/support-and-services/rma-sd for a list of countries eligible for next business day on-site ARU delivery.



Audience:EndUser 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, email 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 on-site ARU delivery (select countries only8), 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. Email 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 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.

8 Please see www.gigamon.com/support-and-services/rma-sd for a list of countries eligible for next business day on-site ARU delivery.



Audience:EndUser

• 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.

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.



Audience:EndUser

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: https://gigamoncp.force.com/gigamoncp/.

• 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 Available in Gigamon Customer Portal

(Support Agreement or Software Limited Warranty)

General Announcements (Field Notices, Software Releases) ✓

User Profile Management ✓

TAC Contact Information ✓

Case Priority Definitions ✓

Documentation Access (user guides, Command Line Interface (CLI) Guide, etc.)

✓

List of Latest Software Versions ✓9

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 an active Software Limited Warranty or Support Agreement may create an account and gain access to the Customer Portal at: https://gigamoncp.force.com/gigamoncp/ 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. 9 For Warranty Accounts only software entitled to for Maintenance Releases or Hot Patches would be available.





Audience:EndUser



Audience:EndUser

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

D

C



Audience:EndUser

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. Gigamon Customer Portal uses Intelligent Search for expedited resolution and Self Help. Relevant Knowledge Articles will be displayed based on Case Subject. Customer should review relevant articles provided. Once reviewed and no match found, the Customer should submit the ticket by clicking 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.



Audience:EndUser

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.



Audience:EndUser

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



Audience:EndUser

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.

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 Meaning

Support Type This field will tell you if you have Standard or Premium Support

HW Support Start Date This is the Hardware Limited Warranty start date

HW Warranty End Date This is the Hardware Limited Warranty end date

SW Support Start This is the Software Limited Warranty start date

SW Support End This is the Software Limited Warranty end date

HW Warranty Status This tells you if your Hardware Limited Warranty is current or expired

SW Warranty Status This tells you if your Software Limited Warranty is current or expired



Audience:EndUser

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. Gigamon Portal uses Intelligent Search capabilities to optimize the search results.

Click on the article of interest for additional information. Supplemental filtering of the original search results is possible by selecting options in the Left Panel. 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 product to full operation. If a Customer or Partner suspects that a Gigamon hardware defect or Error exists in Gigamon hardware covered by an active Limited Warranty for Hardware (“Limited Warranty”) or Product Support and Software Maintenance Agreement (“Support Agreement”), 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) • Contact information • End User company name • Customer ship to information to ensure replacement is sent to the proper destination • Partner Name (if applicable) • Partner Contact (if applicable)



Audience:EndUser

If the suspected hardware defect or an Error is confirmed by Gigamon Technical Support, Gigamon’s Technical Support team will assign an RMA number and will authorize shipment of an ARU. This RMA policy applies to all purchased Gigamon products under an active Hardware Limited Warranty or with an active Support Agreement. 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 suspect Gigamon product is under an active Support Agreement, and an RMA is approved before 1pm Technical Assistance Center (TAC) time, the following SLAs are in place:

− US and Select Countries10: Next business Day delivery of an ARU

− Rest of World: Same day shipment of an ARU from nearest GEO Depot

Below is an outline of Gigamon’s Global Depots

Gigamon ARU Global Depots

North America and LATAM Location: Union City, CA

EMEA Location: Amsterdam, Netherlands

APAC Location: Singapore, Singapore

Gigamon may ship ARUs with a minimum shipping version of Gigamon software. It is recommended that upon receipt of the ARU, the Customer visit the Customer Portal to download the latest or current Gigamon software used in the ARU model. This will help provide the best experience prior to replacement of suspect hardware and ensure homogeneous software in the end user’s environment.

10 Please see www.gigamon.com/support-and-services/rma-sd for a list of countries eligible for next business day delivery of RMA replacement units.



Audience:EndUser

Customs Documentation for ARUs When providing the value of an ARU in the Commercial Invoice (CI) for customs purposes, Gigamon uses then current price list for that product. However, documentation accompanying the shipment will say “Warranty Replacement Only not for Sale” to avoid inappropriate revenue costs. Check with local customs to understand how charges are applied.

Customer or Partner Owned Spares If an authorized Gigamon distributor or reseller sends a spare unit to an end user customer in order to address an Error immediately, then Gigamon will ship an ARU to the distributor or reseller (as applicable) to replace the spare. If, however, the end user customer uses an on-site spare, Gigamon will ship an ARU directly to the end user customer. Gigamon will require that the distributor, reseller, or customer (as applicable) provide the serial numbers for both the defective unit and the spare when requesting the associated RMA.

11Pleaseseewww.gigamon.com/support-and-services/rma-sdforalistofSelectCountries12Pleaseseewww.gigamon.com/support-and-services/rma-sdforalistofIOR/EORCountriesinwhichGigamonwillprocesscustomsandpaydutiesassociatedwiththe

importoftheARUandexportofthesuspectcomponent

Service Level Agreement (SLA) Regional and Support Level

Region Hardware Limited Warranty Support Agreement

US and the Select Countries11

• Same business day ship of ARU if prior to 1:00 p.m. local TAC time approval

• Shipment from any of our global depots • Gigamon pays for both the shipment of

the ARU and the return of the suspect product (when pre-paid shipping label is used)

• Next business day delivery if ARU is approved prior to 1:00 p.m. local TAC time approval

• Shipment from nearest depot guaranteed • Gigamon pays for both the shipment of the

ARU and the return of the suspect product (when pre-paid shipping label is used)

• Continues ARU support beyond expiration of the Hardware Limited Warranty

Canada LATAM EMEA APAC

• Same business day ship of ARU if prior to 1:00 p.m. local TAC time approval

• Shipment from any of our global depots • Actual delivery time is contingent on

destination, local customs, and inter-depot transit if coming from remote location

• Gigamon pays for the shipment of the ARU to the customer

• Customer is responsible for clearing customs and paying all other fees

• Replacement products will be shipped the same day from the nearest Global Depot if ARU approval occurs before 1PM local TAC time (US, EMEA, APAC)

• Shipment from nearest depot guaranteed • Actual delivery time is contingent on

destination and local customs. • Gigamon pays for the shipment of the ARU • In the Select Countries11 and IOR/EOR

eligible countries12 Gigamon is responsible for clearing customs and paying all associated fees

• For all other countries, Customer is responsible for clearing customs and paying all associated fees



Audience:EndUser

Dead on Arrival (DOA) Shipments If a new product fails within 90 days of original shipment then Gigamon classifies the failure as a DOA. In such cases, the ARU provided by Gigamon will be a new unit and Gigamon will conduct a full Failure Analysis (FA) on the DOA unit. Additionally, Gigamon will use commercially reasonable efforts to provide the ARU on an expedited basis. Please note that providing a new ARU requires special fulfillment and material needs, so Gigamon offers customers the option to waive new unit replacement in lieu of Equivalent to New (ETN) replacement for expediency. Customers desiring a new unit replacement should plan for replacement shipments within 48 hours and plan delays as a result of any special customs handling timeframes.

System Level Replacements In rare situations Gigamon may recommend a full replacement system be sent to assist in isolating a difficult issue or problem. In such cases, Gigamon will use commercially reasonable efforts to provide the full replacement unit on an expedited basis. Full system replacements require special fulfillment and material needs and do not fall under standard SLAs. Customers requiring a full system should plan for replacement shipments within 48 hours and plan for possible delays as a result of any special customs handling timeframes.

RMA Return Policy Upon receipt of an ARU, the Customer or Partner will have 30 days to return the suspected defective hardware product to the location specified in the RMA. 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 required to pay Gigamon for the then-current published list price of the ARU.

• If the suspect hardware product is designated Gigamon a “Service SKU” then Gigamon will advise the customer that the suspect unit does not need to be returned and may be scrapped locally. Ask your Technical Support Engineer to confirm whether the suspect hardware product needs to be returned. (Typically power supplies, fans, cables, etc. do not need to be returned.)

• For Gigamon products covered by an active Limited Warranty:

o For Customers in the US and the Select Countries13, a pre-paid return waybill will be provided with the RMA

o For Customers outside the US and the Select Countries, the Customer or Partner is responsible for the return freight, taxes, duties, fees and other charges for returning the suspect product to the location specified in the RMA

• For Gigamon products covered by an active Support Agreement:

o For Customers in the US and the Select Countries, a pre-paid return waybill will be provided with the RMA

o For Customers outside the US, the Select Countries, and IOR/EOR14 countries then the Customer or Partner is responsible for the return freight, taxes, duties, fees and other charges for returning the suspect product to the location specified in the RMA

o For Customers in IOR/EOR countries Gigamon will instruct the customer regarding the method that should be used to return the suspect unit to the local depot at Gigamon’s expense

• Return of suspected defective hardware should be made using the same packaging in which the ARU was provided, and the Customer or Partner must clearly write the Gigamon-provided RMA number on the outside of the shipping container

• Gigamon is not responsible for returned hardware that is damaged during shipment

• All suspected defective hardware that must be returned to Gigamon should be sent back to the location specified in the RMA

13Pleaseseewww.gigamon.com/support-and-services/rma-sdforalistofSelectCountries14Pleaseseewww.gigamon.com/support-and-services/rma-sdforalistofSelectCountriesandIOR/EORCountries



Audience:EndUser

References Gigamon Product Limited Warranty: https://www.gigamon.com/support-and-services/warranty Gigamon Support Agreement: https://www.gigamon.com/support-and-services/overview-and-benefits


https://www.gigamon.com/support-and-services/overview-and-benefits



Audience:EndUser 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.:

4.0.00, 4.0.01, 4.0.02). • 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.



Audience:EndUser

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



Audience:EndUser

Lifecycle Plan for GigaVUE G Series Software • Each GigaVUE G Series General Availability Release will have one Maintenance Release issued three months

after GA.

• Gigamon will provide Hot Patches15 as well as general assistance and configuration guidance throughout the 24-month software release lifecycle.

Please see Table 10: Gigamon GigaVUE G Series Software Release Lifecycle Summary below for details.

15 On hardware products that are designated as End of Life or End of Support, Hot Patch support will be provided for the duration of either the remainder of the product’s limited warranty or the applicable Support Agreement term whichever is longer.

Table 10: Gigamon GigaVUE G Series Software Release Lifecycle Summary



Audience:EndUser

Lifecycle Plan for GigaVUE-FM and GigaVUE-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 Table 11: Gigamon GigaVUE G Series Software Release Lifecycle Summary below for details.

Table 11: Gigamon GigaVUE-FM & GigaVUE-VM Software Release Lifecycle Summary



Audience:EndUser 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. Gigamon Support Partner Program Ordering Method Partners, now when you buying Gigamon Support and Software Maintenance, instead of ordering with multiple SKUs, you can need to order with just one Support SKU.

Note: There may be situations when you would like Gigamon to provide direct support, even if your Support Partner Program level is Plus, Premier or PRO. In those situations, please specify this by purchasing the appropriate Pass-through Support SKU.

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.

Support Program Support Program Partner Level that can Purchase this

Orderable Support Level Options / SKUs

Gigamon Support and Software Maintenance Services (GSS)

All Partners First Year Support Purchases: GSS-FYS-STD-PSS

GSP-FYS-STD-PLS or PMR or PRO GSS-FYS-PRM-PLS or PMR or PRO

Renewals: GSS-RNL-STD-PSS

GSP-RNL-STD-PLS or PMR or PRO GSS-RNL-PRM-PSS

GSP-RNL-PRM-PLS or PMR or PRO

Renewals: (Assets Purchased Before 7/1/2015)

RNL-000-xxx RNL-002-xxx

Gigamon Support Partner Program – Plus (GSP-xxx-xxx-PLS)

Plus, PREMIER and PRO Authorized Support Program Partners

Gigamon Support Partner Program – Premier (GSP-xxx-xxx-PRM)

PREMIER and PRO Authorized Support Program Partners

Gigamon Support Partner Program – PRO (GSP-xxx-xxx-Pro)

Only PRO Authorized Support Program Partners

Please contact Gigamon’s Renewals team for additional information ([email protected]).

mailto:[email protected]?subject=User Guide Request: Renewals

© 2015 – 2016 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 www.gigamon.com/legal-trademarks. 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 95054 USA | PH +1 (408) 831-4000 | www.gigamon.com 4038-06 08/16


Audience:EndUser 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

• Gigamon Return Material Authorization (RMA) Policy

http://www.gigamon.com/

https://www.gigamon.com/support-and-services/overview-and-benefits

https://www.gigamon.com/sites/default/files/resources/supportdocumentation/ms-end-user-license-agreement-7040.pdf



https://www.gigamon.com/sites/default/files/resources/supportdocumentation/ms-product-support-and-software-maintenance-agreement-7074.pdf

https://www.gigamon.com/sites/default/files/resources/supportdocumentation/ms-gigamon-policy-related-to-secondary-market-products-7053.pdf

https://www.gigamon.com/support-and-services/policies/eol-policy

http://www.gigamon.com/PDF/SupportPage/MS-Gigamon-SW-Release-Policy-7048.pdf


https://www.gigamon.com/sites/default/files/resources/supportdocumentation/ms-return-material-authorization-rma-policy-7089.pdf

http://www.gigamon.com

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