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Support Services - Key Features

Mission

At Foundry, customer satisfaction is the most important aspect of our job. We are dedicated to helping you gain a competitive advantage through the delivery of high-performance services.

Expertise

Our service and support organization is a strategic asset for Foundry. This team of experts is led by seasoned industry veterans and fully staffed with highly knowledgeable network engineers. Our engineers have an average of 10 years of experience, and we have specialists in switching, Internet routing, security, wireless LAN, and application switching. We also train our partners on Foundry products to ensure that all technical personnel have the knowledge required to support our customers' networks. Because of this knowledge and expertise, we are able to respond and resolve customers' network issues quickly.

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.

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