Support Access | ActiveCare Support Options | Updates | Online Support | Tech Support Center | Hardware Replacement | Escalation Process | Security Advisories | Support for Users with Disabilities | End-of-Life and ActiveCare Policies | End User License Agreements
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. The following is a summary of support options which allow ForeScout to provide, comprehensive support for our customers. For more details, please see http://www.forescout.com/activecare-maintenance-and-support-policy/.
|ActiveCare Basic||ActiveCare Advanced|
|Term||1 Year or Multi-Year from date of shipment||1 Year or Multi-Year from date of shipment|
|Online Support Portal||Yes||Yes|
|Telephone Support*||8 x 5, 8am-5pm PST||24 x 7 x 365|
|Support Response Time||3 Business Hours||3 Hours|
|Advanced Hardware Replacement||5 Business Days from RMA authorization
**For international shipments, see below
|2 Business Days from RMA authorization
**For international shipments, see below
* For more details, please see http://www.forescout.com/activecare-maintenance-and-support-policy/.
** ForeScout makes no guarantee for shipments outside the U.S. as a result of delays related to proper routing, customs clearance, or other international laws, regulations, and shipping constraints.
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.
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
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.
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.
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.
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: firstname.lastname@example.org 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
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.
The ForeScout End-of-Life (EOL) Policy outlines the product support lifecycle and guidelines for the ForeScout CounterACT™ product line. Only customers who are operating ForeScout CounterACT products that are under a valid ActiveCare maintenance and support agreement are entitled to the benefits associated with the EOL policy.
Click here to obtain our end user license agreement for Generally Available (GA), Early Availability (EA), Evaluation and Beta products.