Customer Support

Support That Optimizes Value

At Forescout, we’re dedicated to providing our customers and partners with timely, high-quality technical support. Our objective is to help our users alleviate issues, increase use case adoption and fully benefit from their use of our products.

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Phone Support

US:
1-866-377-8773

International:
+1-708-237-6591

Support Options

Forescout offers several levels of support and maintenance, allowing you to choose the right option to suit your business needs – from reliable Basic Care to around-the-clock business-critical support provided by Forescout Advanced Care.

	Basic	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
Integration plugins	Yes	Yes
Software updates	Yes	Yes
Telephone support	8:00am – 5:00pm, 5 business days/week	24 hours a day, 7 days a week, 365 days a year
Support response time (Severity 1)	1 business hour local time	1 hour
Service account manager	No	Optional add-on
Annual health check	Optional add-on	Optional add-on
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 Maintenance and Support Policy.
**Forescout makes no guarantee for shipments outside the United States as a result of delays related to proper routing, customs clearance or other international laws, regulations and shipping constraints.

Additional Support Information

At Forescout, support goes well beyond the basics. Discover all the ways we stand behind you and your Forescout investment.

Support for users with disabilities

We strive to make our products and services accessible for all users, including those with disabilities. Users with audio and visual impairments can click here to find out more about our support for these disabilities. Click here to read our Accessibility Conformance Report to see how the accessibility features of Forescout products help federal agencies address the requirements of Section 508 Standards.

Security advisories

We provide security advisories to inform our customers, partners and those evaluating our solutions of security vulnerabilities found in Forescout products and the required steps to mitigate them. Visit Forescout Communities to obtain a list of security advisories.

Advanced hardware replacement

Forescout will provide hardware replacement for a defective product. We will send the replacement product to the customer prior to receiving the defective product. Delivery of replacement products occurs in accordance with the level of support purchased.

Escalation process

We maintain and track technical support cases following industry standard practices. If an issue arises that is not quickly resolved, a proven escalation process, as outlined in our Maintenance and Support Policy, ensures issue-resolution continuity. This may require updating software to the current version.

End user license agreement

Visit our Legal page to obtain our end user license agreements.

Professional Services

When you’re resource-constrained, you can turn to Forescout Professional Services. Our consultants are thoroughly trained, certified and experienced in product implementation, process development and systems integration, as well as network access and endpoint compliance best practices.

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Learning

Forescout authorized training and certification are excellent ways to maximize your team’s effectiveness by improving employee qualification and proficiency.