Technical Support

Support Access | ActiveCare Support Options | Updates | Online Support | Tech Support Center | Hardware Replacement | Escalation Process | ForeScout MDM Support | Security Advisories | Support for Users with Disabilities | End User License Agreements

Support Access

Telephone Support @ 1.866.377.8773 (US) or 1.708.237.6591 (international)
FAQ
Customer Support Login
Professional Services

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ActiveCare Support Options

ForeScout strives to provide the highest level of support to our customers and partners. ForeScout appliances include a ninety-day (90) limited warranty for parts and labor. In an effort to provide the service flexibility and responsiveness required by each unique customer, ForeScout provides two options for ongoing support and maintenance of the purchased ForeScout appliance(s).

ForeScout ActiveCare Basic and ActiveCare Advanced are supplemental support packages that can be purchased and renewed annually or at a multi-year term. Note that ActiveCare Basic includes 9×5 support. The following support options allow ForeScout to provide, comprehensive support for our customers.

ActiveCare Basic ActiveCare Advanced
Duration from Purchase 1 Year or Multi-Year 1 Year or Multi-Year
Online Support Portal Yes Yes
Email Support Yes Yes
Integration Plug-ins Yes Yes
Software Updates Yes Yes
Telephone Support 8 x 5, 8am-5pm 24 x 7 x 365
Support Response Time 3 Business Hours 3 Hours
Advanced Hardware Replacement* 5 Business Days
No Guarantee Outside U.S. – new unit send prior to receipt of defective unit
As Basic but within 2 Business Days

* Valid for 60 months from original purchase for CounterACT physical appliances. Unnecessary for CounterACT Virtual Appliance

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Updates At Your Fingertips

Customers and partners can readily access all software releases, documentation, updates, including interoperability plug-in’s, are offered by ForeScout through the ForeScout Support Website including notification of new releases and their availability for download from the ForeScout Support Portal.

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Online Support

Using ForeScout’s customer-only Support Portal, at any time, customers can:

  • Submit, open and track support cases
  • Download current and upgraded versions of the appliance software
  • Download purchased plug-ins for integration with other 3rd party systems
  • Review and download product documentation and manuals
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ForeScout Technical Support Center

Technical support center provides a single source for any technical support issues with a highly skilled and well-trained support staff that is remote-access capable. Support engineers can be contacted 24 hours a day, 7 days a week, to perform remote troubleshooting.

  • Email support is provided 24 x 7 x 365
  • ActiveCare Basic support is offered from 8am to 5pm PST, Monday through Friday.
  • ActiveCare Advanced support is offered 24 x 7 x 365.
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Advance Hardware Replacement

If there is a hardware problem with a ForeScout Appliance, ForeScout will send a replacement unit to the customer site prior to receiving the defective appliance. This offers a fast and economical method of maintaining an unlimited “virtual spares” inventory. Shipping is done in accordance with the level of support purchased.

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Proven Escalation Process

Technical support case are maintained and tracked following industry standard practices. If an issue arises that is not quickly resolved, a proven escalation process ensures the continuity of the handling of the issue until resolution is achieved. This may require updating the software to current version.

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ForeScout MDM Support

ForeScout MDM, powered by MaaS360 from Fiberlink, is a cloud-based mobile device management service that includes the essential functionality that you need for end-to-end management of iOS, Android, Blackberry, and Windows Phone devices. ForeScout MDM can be integrated with ForeScout CounterACT, our network security and policy automation system, through the use of a simple CounterACT plugin. This integration provides many valuable synergies, as described here.

Support Options:

Get support via email: support@forescout.com

Get 24/7 support via phone: 1.866.377.8773 (US) or 1.708.237.6591 (international)

ForeScout MDM documentation: http://updates.forescout.com/online/help/mdm/ForeScout_MDM_doc.pdf

Product demo videos: http://www.maas360.com/resources/product-demos/

On-demand webinars: http://www.maas360.com/resources/webinars/

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Security Advisories

ForeScout follows software development best practices and we appreciate experts sharing their knowledge of any discovered vulnerabilities with ForeScout and our community.   If you have identified a new vulnerability, please email:  support@forescout.com and include all details including the source of the pubic reference.

Security advisories are provided to inform our customers, partners and those evaluating our solutions of security vulnerabilities found in ForeScout products, and the required steps to mitigate them.  Licensed users should frequently visit either the

Customer Portal or Community Forum in order to obtain the list of current security advisories and are urged to apply actions recommended in the advisory at the earliest convenience.

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Support for Users with Disabilities

ForeScout Technologies strives to make its products and services accessible for all users, including people with disabilities.  Users with audio and visual impairments can click here to find out more about our support for these disabilities.

A Voluntary Product Accessibility Template , or VPAT, is a standardized form developed by the Information Technology Industry Council to show how a software product meets key regulations of Section 508 of the Rehabilitation Act.  Click here to read the VPAT document that describes how the accessibility features of ForeScout products help federal agencies address the requirements of Section 508 Standards.

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End User License Agreements

Click here to obtain our end user license agreement for Generally Available (GA), Early Availability (EA), Evaluation and Beta products.

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