Support

Unlike other vendors, we go the extra mile to build close relationships with our customers, so we can be there proactively in exactly the right moments. Whatever your support needs, we’ve got you covered.

Customer Care Portal

You’ve only got so many hours in the day to deal with the consequences of escalating network demands.

That’s why our support services are here round the clock to help you and your teams solve issues fast, increase your knowledge of DDI and get the confidence you need to support the rest of your business.

Call us 24/7.

North America: +1.866.491.2228

Europe: +44.8081.011.306

International: +1.416.646.8433

Customer Care Portal

This is where you and your teams can get access to deeper technical documentation that relates to our products and services.

It offers multi-channel support from our team of experts and fellow BlueCat customers, and it’s a great hub for contributing your own tips and insights down the line.

Customer Care Portal

Get all the info you need

Find solutions to common issues, plus FAQs, software downloads, product tools, troubleshooting tips, regular feature highlights, and suggested Best Practices.

Fix issues fast

With 24/7 support from our BlueCat experts, you’ll get prompt responses to critical issues that consistently exceed SLA expectations. Plus efficient case submission and status updates for all open and closed cases.

Member benefits

We have a Knowledge Leaderboard and monthly awards for recognizing our star customers. And we host ‘Educate and Learn’ user groups where BlueCat experts share first-hand insights about upcoming product features and functionality.

Technical Support

Trusted by over 1,000 customers, our Customer Care team provide peace of mind for all emergencies. They know their stuff — and they know your network.

So whether you’re experiencing something unexpected in your environment, repairing or replacing hardware, or looking for a hotfix or new release, our team will have your back.

  • Guidance, tips and techniques for your BlueCat solutions
  • Reproduction of any issues or product defects you encounter in your environment
  • Access to software maintenance updates that cover hotfixes, cumulative patches and minor and major releases
  • Troubleshooting when you experience unexpected behavior or results
  • Assistance in providing alternative solutions to help maintain application stability until the issue or defect is corrected
  • Overseeing hardware repair or replacement when and where applicable

Enterprise Support

No two businesses are alike. That’s why, as a BlueCat customer, you’ll get a designated team of senior technical resources to serve your specific needs.

They have complete knowledge of your environment, systems and deployments and you can access them whenever you need them.

Here’s what else you get:

  • A streamlined approach for engagement with your team, including direct email/telephone access to all resources
  • Planned, tested and assisted upgrades and updates
  • Annual onsite system/solution reviews on a mutually agreed upon schedule
  • An escalated point of contact for all impacting issues 24/7/365, including access to senior resources when needed
  • Scheduled communication and activity through regular status reports
  • Root Cause Analysis (RCA) documentation for high severity cases, when requested
  • Proactive system, hardware, security vulnerability and software guidance
  • Quarterly Business Review (QBR) including account status and roadmap reviews

Gateway Support

BlueCat’s Gateway Support program adds significant value to customers using Adaptive Plugins and services developed plugings.

Our enhanced level of support enables customers to accelerate time to revenue by innovating faster, increase resilience of critical infrastructure, and optimize infrastructure without manual errors.

Datasheet

Included Support categories:

BlueCat Adaptive Plugins
  • Access to Adaptive Plugins
  • Support for Adaptive Plugins
  • Installation and configuration
  • Access to future plugings and beta content
Gateway Platform

  • Installation and configuration
  • Gateway upgrade assistance and support
  • Expedited severity 1 case level response
  • Feature enhancement requests for Gateway
Professional Services

  • Support for services developed plugins
  • Services developed plugins upgrade assistance

Training portal

Proper administration of DDI is critical for the day-to-day operation of every network. But many NetOps teams have major gaps in their DDI knowledge.

Fill those gaps and grow your team’s skillset with training from BlueCat. Our curriculum covers everything from DNS basics to advanced functionality.

Training portal

eLearning

Learn at your own pace with our eLearning courses: a great choice for new users and administrators, or as a refresher for existing users.

Instructor-led

Instructor-led training provides practical, hands-on instruction that allows you and your team to hit the ground running as soon as the course is completed.

Partner enablement

If you’re a BlueCat partner, we can teach you to uncover value drivers, guide conversations at all levels about strategic initiatives, and upsell advanced capabilities.

End of life policies

Our policies are designed to give you the lead time and information you need to determine how your organization will be impacted.

End of life

Security Updates

Check out our up-to-date list of all known security issues related to BlueCat products. It outlines the impact of each issue and how to mitigate against attacks.

Security updates

Vulnerability and Incident Reporting

To report a vulnerability or security incident, you have two options.

1. Logon to Customer Care portal and open a case ticket, OR

2. Send an email to support@bluecatnetworks.com.

Vulnerability reporting Incident reporting

Communities

Here’s where you’ll find BlueCat Labs – our GitHub community that hosts advanced automation scripts created by other customers.

Then there’s BlueCat’s VIP Slack Community – a place for customers to share knowledge, tips, news and best practices, together.

BlueCat communities