Gold Support programs are available for both the hardware and software components of the Visual Performance Manager (VPM) architecture. Gold Support provides access to our technical support teams in Seattle, London, and Rockville, MD; as well as upgrades and service patches.

Gold Software Support is available for each software component within Visual Performance Manager (APA, ASE and NetFlow Tracker).

Software upgrades - Your supported software component will never be out of date. As a program member, you will receive all software upgrades for your supported component - the only way to receive them and keep Visual Performance Manager updated.  First year Gold Support is required with purchase.

Access to live technical support - Gold Support includes direct, immediate telephone access to our world-class Technical Assistance Center (TAC), access only available to Gold Members. 

Our centers in London, Seattle and Rockville, MD employ a full staff of highly trained technical experts that are on call, including weekends and through the night when most network changes are implemented, to answer complex troubleshooting questions to help you get the most out of Visual Performance Manager and resolve any issues you may encounter.

Access to our Analysis Service Element (ASE) Image library - As a Gold Support member you will have full access to all available ASE Images to download them as needed.

Hardware support for Application Performance Appliance (APA) - As a Gold Support member you will have on-site next-day parts and technical service (within supported countries), keeping this critical network hardware functioning at full capacity.

Hardware support for Analysis System Element Probes (ASE's) - There are five-levels of Domestic coverage and four-levels of International support (see Terms & Conditions for specifics) available depending on your requirements, from 4-hour ASE Exchange with a technician to 3-day Exchange without a technician (see below description of ASE Exchange models).  

Once Gold Support has been confirmed by our Technical Assistance Group and a failure confirmed the service level you chose will be deployed (within supported countries).  

  • 4-Hour ASE Exchange with Technician
  • 1-Day ASE Exchange with Technician
  • 1-Day ASE Exchange (Ship only no technician)
  • 3-Day ASE Exchange with Technician
  • 3-Day ASE Exchange (Ship only no technician)