Product Support

Maximizing the Value of Your NetQoS Investment with the Industry’s Highest-Ranked Technical and Product Support

For most vendors, customer care is viewed as a necessary evil, with the goal of minimizing costs. At NetQoS, we view customer care as a cornerstone to building a long-term partnership that delivers increasing value to both parties

The NetQoS Support Team is made up of highly qualified engineers, all based out of our global headquarters in Austin, Texas.  We provide a performance-first approach to customer care that is different from other organizations, including:

  • No multi-tiered support levels
  • No phone queuing or automated voice systems
  • No outsourcing--all engineers are based in Austin, Texas, USA.
  • No hand-off to other teams to answer your questions; all support engineers are domain experts on all NetQoS products. The person who answers your support call is responsible for owning your case from start to finish.
  • Direct access at any time to the engineer assigned to a case  
  • Support-developed tools created by our engineers to solve problems, assist with data gathering, and provide administrative shortcuts

Our goal is to provide a customer support program that helps you get the most from your NetQoS investment.  With the NetQoS ClientConnection Maintenance Program, you will receive:

  • Unlimited access to our product and technical support line
  • 90-day customer goals assessment
  • Software bug fixes
  • New software releases
  • Hardware repairs or replacements
  • Access to the NetQoS Self-Service Portal, an online tool that provides a variety of support resources at your finger tips 24x7, including:
    • The Solutions Knowledge Base featuring a directory of solutions including troubleshooting steps, complete configurations, and product upgrades.
    • Product feature request system and voting capabilities
    • Best practices Webinars and documentation
    • NetQoS Alerter!  automated email system on new product releases, advisories, and other support news
  • Complimentary passes to the annual NetQoS Customer Symposium and regional customer workshops
  • Participation in the online customer forum for peer exchanges

Contact us for more information.