Customer success overview

The BlueCat promise
You’ll get all the benefit of our years of networking experience—and a Customer Support team of skilled professionals dedicated to earning your satisfaction. Our experienced team is here to answer questions about our products and help you solve problems so you can maximize your investments.

Looking for immediate support?

Customer Care Portal

What you can expect

You’ve got escalating network demands and limited time. Let us help with that.

Never lose sleep over your network again. We build close relationships with everyone so we can spot issues before they become problems and stay close in the moments that matter. Whatever your support needs, we’ve got you covered.

Our award-winning support services are here day and night to help you and your teams solve issues fast, increase your knowledge of DNS, and get the confidence you need to support the rest of your business.

All BlueCat customers have access to our 24/7 Care Community and white-glove Technical Support, as well as our Slack and GitHub communities. There are enhanced support packages for customers who want a more hands-on approach.

Care Community

The Care Community is BlueCat’s 24/7 customer community, available to all active
maintenance and support services subscribers. It provides access to a wide variety of tools, features, and technical information related to our products and service offerings.

Get all the info you need

Find solutions to common issues, plus FAQs, software downloads, product tools, troubleshooting tips, regular feature highlights, and best practices suggestions. There’s a vast library of product documentation, tools, releases, and patches, and the most relevant answers highlighted from our growing collection of solution articles.

Fix issues fast

With 24/7 support from our BlueCat experts, you’ll get prompt responses to critical issues that consistently exceed SLA expectations. There’s also an extensive database of knowledgebase articles and known issues, such as product defects and security issues, crowdsourced from other customers and our employees. Plus efficient case submission and status updates.

Member benefits

We have a Knowledge Leaderboard and monthly awards for recognizing our star customers. And we host Educate and Learn user groups where BlueCat experts share firsthand insights about upcoming product features and functionality. Plus conversations about projects featured in BlueCat Labs on GitHub.

Customer Care Portal

Technical support included with all BlueCat products

Trusted by over 1,000 customers, our Customer Care team provides peace of mind for all emergencies. They know their stuff—and they know your network. Whether you’re experiencing something unexpected in your environment, repairing or replacing hardware, or looking for a hotfix or new release, our team will have your back.

Guidance, tips, and techniques for your BlueCat solutions

Troubleshooting when you experience unexpected behavior or results

Reproduction of issues or product defects you encounter in your environment

Alternative solutions to help maintain application stability until the issue and/or defect is corrected

Access to software maintenance updates that cover hotfixes, cumulative patches, and minor and major software releases

Product documentation

Access to the Care Community

Oversight of hardware repair or replacement when and where applicable

Enhanced support packages

Premier Support: Additional support for all BlueCat products

Premier Support is appropriate for small to medium-sized organizations. You’ll receive a team of experienced DDI experts to augment your own team. They’ll become familiar with your environment and provide more tailored guidance to reduce risks and support costs and maximize your investments.

Benefits

  • A designated team of engineers who are familiar with your environment
  • Proactive support through semi-annual health checks of your BlueCat system
  • Shorter response times when you bypass the regular support queue
  • Monthly meetings to discuss business needs and best practices guidance
  • Assisted upgrades with testing, validation, and customized documentation for one upgrade per calendar year without standby services
  • Proactive notification of patches, security vulnerabilities, and upgrades

Enterprise Support: For Integrity, Edge, and Infrastructure Assurance

If you want a more hands-on experience with BlueCat, our Enterprise Support option provides the highest level of service. Our Enterprise Support professionals are teams of senior technical resources with shared responsibility across a portfolio of accounts. Each professional on your team has complete knowledge of your environment, systems, and deployments, and you can access them whenever you need.

  • A designated team of senior technical professionals with complete knowledge of your environment, systems, and deployments
  • A streamlined approach for engagement with your team, including direct email and phone access and a senior point of contact available 24×7 for all impacting issues
  • Annual onsite system and solution reviews on a mutually agreed-upon schedule
  • Proactive guidance regarding your BlueCat system, hardware, security vulnerabilities, and software
  • Planned, tested, and assisted upgrades, with documentation, for one upgrade per calendar year with standby services
  • Root cause analysis documentation for high-severity cases when requested
  • Scheduled communication and activity through regular status reports (weekly, biweekly, or monthly as mutually agreed upon)
  • Business reviews, including account status and roadmap reviews

Gateway Support

For customers seeking additional support for Gateway, we offer a subscription package that includes the following:

  • Expedited Severity-1 case level responses from Customer Care
  • Access to BlueCat Adaptive Plugins
  • Upgrade assistance and support for up to two major platform releases per year
  • Upgrade assistance includes validation of Adaptive Plugin compatibility, lab-tested and validated documentation, and help during upgrades and maintenance
  • Installation and configuration support for supported platforms like Docker CE and Docker EE
  • Annual business reviews that can include project status, overall account, and Gateway platform roadmap reviews

Gateway Support datasheet

BlueCat Adaptive Plugins

  • Access to Adaptive Plugins
  • Support for Adaptive Plugins
  • Installation and configuration
  • Access to future plugins and beta content

Gateway Platform

  • Installation and configuration
  • Gateway upgrade assistance and support
  • Expedited severity 1 case level response
  • Feature enhancement requests for Gateway

Professional Services

  • Support for services developed plugins
  • Services developed plugins upgrade assistance

Assisted Upgrade

BlueCat software upgrades can be complex for those who have had only minimal experience with the process. Assisted Upgrade packages facilitate and streamline software upgrades for customers who require additional support.*

Our expertise helps minimize risks such as unexpected system downtime, allowing your team to spend time on other critical priorities. We offer every Technical Support customer three Assisted Upgrade** package options, depending on your preferences, number of servers, and business needs.

*Assisted Upgrade is included with Enterprise Support and Premier Support services. Technical Support customers can access this service for an additional charge. Please contact your account executive or a Customer Success representative for details.

**Each Assisted Upgrade must be completed within three months of the start of the project.

Training portal

Our training team offers flexible options to ensure you have the skills, knowledge, and certifications to get the most value from your BlueCat Solutions.

We offer a variety of courses, formats, and scheduling options to ensure all our customers receive the foundational knowledge for successful implementations and ongoing operations of BlueCat solutions. These options include self-paced online learning, instructor-led training, and certification programs.

eLearning

Learn at your own pace with our eLearning courses: a great choice for new users and administrators, or as a refresher for experienced users.

Instructor-led

Instructor-led training provides practical, hands-on instruction that prepares you to hit the ground running.

Partner enablement

BlueCat partners can learn how to uncover value drivers, guide conversations at all levels about strategic initiatives, and upsell advanced capabilities.

Please contact your account executive or a Customer Success representative for details.

Training portal

End-of-life-policies

Our policies are designed to give you the lead time and information you need to determine how your organization will be impacted.

End of Life

Vulnerability and incident reporting

To report a vulnerability or security incident, you have two options.
1. Login to Customer Care portal and open a case ticket
2. Or send an email to [email protected]

Vulnerability reporting
Incident reporting

Slack community

Network VIP (NVIP) on Slack

Network VIP (NVIP) is the place to connect with other DNS professionals. Hosted by BlueCat Networks, NVIP offers one of the best spaces on Slack for networking professionals to, well, network. The NVIP community is more than 1,000 members strong (and growing!).

In NVIP, you’ll find peer-to-peer collaboration, product troubleshooting help, and discussions about topics of interest. Whether you want to talk about BlueCat Address Manager configurations, another vendor’s product, or what meat you love to grill, NVIP is open to it all.

Join the NVIP community

BlueCat has acquired LiveAction

It’s official! BlueCat has acquired LiveAction’s network observability and intelligence platform, which helps large enterprises optimize the performance, resiliency, and security of their networks.

Learn more