We’re dedicated to providing our customers and partners with timely, high-quality technical support. Our objective is to help customers to alleviate issues, expand product use and optimize their value from Forescout’s solutions.
About Support
Forescout offers several levels of support and maintenance, allowing you to choose a support option to match your business needs—from ActiveCare Basic to around-the-clock business-critical support provided with Forescout Premium Care. Forescout appliances include a ninety-day (90) limited warranty.
Forescout Support Options
| ActiveCare Basic | ActiveCare Advanced | NEW: Forescout Premium Care | |
|---|---|---|---|
| Term | 1 Year or Multi-Year from date of shipment | 1 Year or Multi-Year from date of shipment | 1 Year or Multi-Year from date of shipment |
| Online Support Portal | Yes | Yes | Yes |
| Email Support | Yes | Yes | Yes |
| Integration Plugins | Yes | Yes | Yes |
| Software Updates | Yes | Yes | Yes |
| Telephone Support | 8:00am – 5:00pm | 24 hours a day, 7 days a week, 365 days a year | 24 hours a day, 7 days a week, 365 days a year |
| Support Response Time (Severity 1) |
1 business hour local time | 1 hour | 30 Mins |
| Service Account Manager | No | Optional Add-on | Included |
| Annual Health Check | Optional Add-on | Optional Add-on | Included |
| 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 | 2 Business Days from RMA authorization **For international shipments, see below |
* For more details, please see 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.
Online Support
Using our customer-only Support Portal, at any time, customers can:
- Submit, open and track support cases
- Download current and upgraded versions of the software
- Download Base and Extended Modules for integration with other third-party systems
- Review and download product documentation and manuals
…Forescout is one of the best companies I know for listening to customers. They consistently check in with us and make suggestions. It’s great.
Morris Altman, Director of Network Services and Internet Security, Queens College
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.
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.
Security Advisories
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.
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 ActiveCare purchased.
Escalation Process
Technical support cases are maintained and tracked following industry standard practices. If an issue arises that is not quickly resolved, a proven escalation process, as outlined in our ActiveCare Maintenance and Support Policy, ensures issue-resolution continuity. This may require updating software to the current version.
End-of-Life and ActiveCare Policies
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.
End User License Agreements
Visit our Legal page to obtain our end user license agreements.
