Commitment to Support

As a the industry’s leading provider of advanced traffic management technologies, we are committed to delivering state-of-the-art software features, easy-to-use enhancements and application/protocol recognition. Our engineers work continuously to refine our products and stay abreast of new applications and protocols as they emerge.

Ensuring Network Performance and Efficiency

When you invest in our maintenance and support plans, you can rest assured that your products and your network will perform at peak efficiency. Our maintenance and support plans give you:

  • Unlimited, fast and friendly phone and email support from our worldwide support team of seasoned networking experts
  • Access to our web-based eCRM, self-service and Knowledge Base systems
  • RMA for faulty hardware
  • Free, regular software updates via web download
  • Regular, downloadable updates of new application and protocol signatures
  • Regular updates of technical information

Gold Support Plan

  • Coverage of both hardware and software
  • Advance RMA for faulty hardware replacement
  • Software updates including major upgrades
  • 24-hour worldwide hotline/web/email priority backup to reseller/distributor support, with maximum 4-hour response time
  • Access to Knowledge Base

Platinum Support Plan

  • All items included in the Gold Support Plan
  • Improved SLA
  • Restoration and Resolution

NBD HW on site Add-On plan available in selected locations.

 

T1/T2 Remote Support Add-On plan

Supplementary coverage to complete the above plans for partners.

Return Policy Plan

  • Faulty units under a valid support plan: Receive authorization from us with an RMA number and form. A replacement unit will be shipped within 5 business days of receipt of the faulty unit at Allot.
  • Faulty products covered by a support plan that includes advance RMA: A replacement unit (new or refurbished) will be shipped within 3 business days of RMA approval by Allot.
  • Faulty out-of-warranty products: To repair a product not covered by a valid maintenance and support contract, you must reinstate the product support contract under the reinstatement policy. Renewal and reinstatement surcharges may apply.

Protocol Update Service

Our advanced DPI technology identifies a broad spectrum of network applications and their clients. To ensure that you are using our most up-to-date signature library to identify the applications and protocols running on your network, our protocol update plan enables the simple download of the latest Allot Protocol Pack and enables Allot NetXplorer Server to install it on your NetEnforcer devices. Two easy methods are available for installation of the latest Protocol Pack:

  • For Allot NetXplorer Servers connected to the Internet: Install the Protocol Pack directly from the NetXplorer Tools menu
  • For Allot NetXplorer Servers not connected to the Internet: Download the latest Protocol Pack to your NetXplorer Server, and it will automatically install the Protocol Pack