Nozomi Networks Customer Support

At Nozomi Networks, we are committed to delivering world-class technical support to help resolve issues faster and keep your operations running smoothly. We offer a premium level support experience with enhanced response objectives and robust self-service options for all customers.

Technical Support

Customers can reach Nozomi Networks Customer Support by phone or via the Support Portal 24x7x365. Once a support case is opened, Technical Support will quickly engage to resolve issues.

Self-Service

The Nozomi Networks Support Portal offers quick and easy access to the following tools:

Web Case Portal

Knowledge Base

Security Advisories

Community Forum

Software Updates

Product Documentation

Training Portal

Customer Support Response Objectives

Our Customer Support team delivers fast response times and comprehensive support to keep your systems up and running.

Severity Level

Severity Definition

Response Within

Severity 1

Critical

Product fails to function or crashes
Data unavailable or loss of data
Product functionality or performance is degraded such that customer’s applications are unusable

Response within

1 hour

Severity 2

High

Product is operable but demonstrates material degradation in functionality or performance that substantially impairs customer’s applications
Issues with upgrades

Response Time

4 hours

Severity 3

Medium

Product is operable but demonstrates some degradation in functionality or performance
Issues that are inconvenient, but product is still generally operating in accordance with documentation

Response Time

8 business hours

Severity 4

Low