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Support Services - Program Components

Technical Assistance Centers (TACs)

Our Technical Assistance Centers, located in San Jose, CA, and Tokyo, Japan, are fully staffed by highly trained engineers 24-x-7-x-365. Technology expertise, streamlined processes, and a rigorous case management system ensure the delivery of high-quality services. Our well-equipped interoperability labs let support engineers simulate different network environments to duplicate, troubleshoot, and diagnose network issues. To quickly address our customers support requirements, Foundry maintains a comprehensive escalation policy to senior management for all critical issues. To further resolve customers’ technical issues, TAC engineers have ready access to our research and development engineers.

Knowledge Portal Web-based Support

Foundry's comprehensive Knowledge Portal hosts a full suite of technical documentation, including installation and configuration guides, release notes, frequently asked questions (FAQs), management information database, system specifications, and an online TAC case creator and manager.

The Foundry Knowledge Portal gives you:

  • Critical information at your fingertips 24 hours a day
  • Venue for making non-time-sensitive queries
  • Location to create and track cases so you are always apprised of case status

Software Updates and Upgrades

You can download maintenance releases and new feature releases from our support Web site. Both system software and IronView™ Network Management software updates and upgrades are available.

Hardware Repair1

In the case of a hardware system failure, the unit or part will be repaired, or at Foundry Network's option, replaced with a new or reconditioned unit of equal or better value. This service requires evaluation by a Foundry support personnel and the issuance of a Return Material Authorization (RMA) number. Foundry will ship the repaired or replacement unit three (3) business days after the day on which the failed unit is received by Foundry Networks.

Next Day Advance Hardware Replacement2

In the event of a hardware system failure, Foundry will deliver a replacement part for the defective unit by the next business day for all advance replacement requests received by 12:00 p.m. (PST), Monday through Friday (excluding Foundry Holidays). This service is available in major cities in the United States and around the world. The delivery of parts may be processed through a series of well-stocked parts depots located across the globe. Due to local customs and importation regulations for some locations, actual delivery times may vary. A replacement part/unit may be a new or reconditioned unit of equivalent or better value.

Two and Four Hour Same Day Advance Hardware Replacement2

In the event of a hardware system failure, Foundry will deliver a replacement part for the defective unit within two or four hours (24-x-7-x-365) of determination that the part is defective. This service is available in major cities in the United States and around the world. Delivery of parts is processed through a series of well-stocked parts depots located across the globe.

On-site Repair Technician3

In case of a hardware failure, TAC dispatches a Foundry trained technician on-site. The technician will arrive on-site within four hours of determination that the part is defective and a replacement part and/or on-site assistance is required. The technician will rectify the hardware fault and may replace failed parts or units. A replacement part/unit may be a new or reconditioned unit of equivalent or better value. The technician may also update required configuration and conduct connectivity tests on the system.

Priority Management Escalation4

Foundry monitors each customer case closely until resolution. Depending on the priority of the problem and the elapsed time, key management personnel will be engaged to resolve the anomaly.

Services Suite

Foundry offers the people, processes, and tools you need to maximize network uptime, availability, and performance. Our flexible service offerings are tailored to each customer's unique and specific requirements. We offer Web-based support, remote technical support, hardware repair and replacement, and on-site service.

Web-based Support

Foundry's Web-based support gives customers easy access to critical information 24 hours a day, 365 days a year. Within the Foundry Knowledge Portal, customers can access the full library of technical documentation for maintaining their Foundry powered network, check on the status of an existing support question, and open a case with a certified and skilled support professional.

Global Coverage

In addition to two fully staffed, highly technical call centers in San Jose, CA, and Tokyo, Japan, Foundry has technical support resources in all of its offices worldwide. In addition, Foundry has eight Centers of Excellence (CoE) locations around the world that are major customer demonstration centers, regional support hubs, and customer briefing centers. Foundry's Centers of Excellence are fully equipped to demonstrate Foundry's award-winning high performance LAN and LAN/WAN products and to support interoperability testing and hands-on training for customers. The centers allow Foundry to continue to deliver superior customer service and quality products to our growing global installed base.

We also collaborate with global service partners to deliver quality, on-site service in key regions around the world. Our partners participate in rigorous Foundry training to gain the necessary knowledge to support our diverse customer base. Foundry also maintains well-stocked parts depots in key locations around the world and a global logistics system to manage the inventory. This focus on global distribution means that we can deliver new devices to our customers quickly—regardless of where our customers are located.

Investment Protection

Software updates enable customers to protect the investments they have made in Foundry equipment, and updates optimize network performance. Software upgrades deliver added functionality that increases the value of the Foundry equipment our customers purchase.

High-Performance Service

A commitment to customer service, combined with our on-going investments in people, process, and tools are the foundation that allows Foundry to deliver high-performance service. By combining Foundry's award-winning technology, 24-x-7-x-365 high-performance service, and global presence, customers can stay ahead of their competition and be assured their network investment is providing maximum availability, reliability, and performance.

1 Hardware Repair not offered under the Bronze service program.

2 Advance Hardware Replacement offered only under Gold and Titanium service programs.

3 On-site Repair Technician offered only under the Titanium service program.

4 Priority Management Escalation offered only under the Titanium service program.

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