Customer Support

If you need assistance with your VSS network visibility solutions, you've come to the right place. We have a large library of technical documentation, research notes, and online resources to help you get the most out of your deployments.

Documentation & Software Upgrades

If you're a VSS Monitoring customer in need of technical support, product documentation and software updates, please email tsupport@vssmonitoring.com.

If you have any questions, please contact csupport@vssmonitoring.com.

Documentation
Training

Training

As a VSS customer or partner, we will provide you with the training you need to properly install, configure, and manage the award-winning suite of VSS Monitoring network visibility solutions. Training is individualized according to your team's—and your organization's—needs, and is available onsite, offsite (classroom), and through web-based product training modules.

Onsite training

VSS offers onsite training on the Unified Visibility Plane with security, agility, and unparalleled control and access. Training will be customized for your solution and organization, and will include live lecture and hands-on labs led by expert VSS instructors.

Classroom-based training

Instructor-led courses combine instruction with hands-on lab time that simulates actual operations in a production environment.

Web-based training

Online learning provides a self-paced way for you and your staff to learn VSS Monitoring solutions. VSS web-based training modules guide you through the basics of the VSS architecture, as well as modules in network performance optimization, network forensics, security assurance, big data visibility, and cloud monitoring.

EOL Notices

To assist with transition planning for discontinued products, VSS Monitoring provides the following information for products that are approaching or have reached the end-of-life phase in the product lifecycle. For more information on transition planning and new product migrations, please refer to the notices below or contact us.

Part Number End Sale End Support EoL Notice
v1x2 10/100/1000 Aggregation TAP5/31/20165/30/2018
TAP Rackmounts5/31/20165/30/2018
TAP Power Supplies / Adaptors5/31/20165/30/2018
TAP Power Cords5/31/20165/30/2018
1G Regeneration TAPs5/31/20165/30/2018
10G Regeneration TAPs5/31/20165/30/2018
10/100 Copper TAPs5/31/20165/30/2018
10/100/1000 v1x1 Copper TAPs5/31/20165/30/2018
1G Converter TAPs5/31/20165/30/2018
v1x1 Fiber TAPs5/31/20165/30/2018
v1x2 10/100/1000 Filter TAPs5/31/20165/30/2018
v1x4/v4x1 SPAN Tools5/31/20165/30/2018
10/100 Port Aggregators5/31/20165/30/2018
v8 Distributed TAPs5/31/20165/30/2018
v12x4 Distributed TAPs5/31/20165/30/2018
v2x16 / v4x24 Distributed TAPs5/31/20165/30/2018
80:20 and 90:10 optics5/31/20165/30/2018
60:40 and 70:30 optics: 40G/100G5/31/20165/30/2018
Non-PTP v24 and vBroker Chassis5/31/20165/30/2018
Non-PowerSafe Fiber Modules5/31/20165/30/2018
VB312 and VB3205/31/20165/30/2018
v24 Expert models with partial port activation5/31/20165/30/2018
v16x8 Advanced Edition Distributed TAPs8/1/20157/31/2017
v1x2 10/100/1000 Aggregation TAP (Gen I)8/1/20157/31/2017
Protector Series7/1/20156/30/2017
5VDC 20-Output Power Supply6/1/20152/28/2017
v2x16, v4x24 Advanced Edition Distributed TAPs4/1/20152/28/2017
v1x4/v1x12/v1x16 1G Optical Regeneration TAPs2/18/20152/17/2017
v1x8 SC Connectors for 1G Optical Regeneration TAPs2/18/20152/17/2017
v1x4 10G Optical Regeneration TAPs2/18/20152/17/2017
v1x2 Fiber Aggregation TAPs and Aggregation Filter TAPs2/18/20152/17/2017
v1x2 Media-Converting Aggregation TAPs and Aggregation Filter TAPs 2/18/20152/17/2017
v1x4 Media Converting Span Port replicators2/18/20152/17/2017
v2x1 Aggregation TAPs2/18/20152/17/2017
v4x1 Span Port aggregators2/18/20152/17/2017
v6x6, v12x12 High Density 10/100 Copper TAPs2/18/20152/17/2017
v1x2 Copper Combo TAP2/18/20152/17/2017
v1x1 and v2x2 Passive All-Optical TAPs2/28/20152/17/2017
v1x3 10/100 Aggregation TAP, v1x6 10/100 Replication TAP5/1/201410/31/2016
vInspector SSL 100, 200, 3009/1/20148/31/2016
v2x2-v4x8 10G Distributed TAP9/1/20138/31/2015
v24 Standard non-Hotswap Distributed TAP9/1/20138/31/2015
v24 Hotswap Standard Distributed TAP1/31/20141/31/2015
Protector 2020, Protector 4016, Protector 8008 Hotswap1/31/20141/31/2015
v6x6 / v12x12 Optical TAP1/1/201312/31/2014
v18x18 All-Optical TAP1/1/201312/31/2014
v8x1, v8x2 Optical Switch TAPs8/1/201210/31/2014
v1x3 / v2x1 / v4x1 / v12x4 Injection TAPs11/1/201210/31/2014
ObjectFinder non-Hotswap SPAN Tool10/1/201210/30/2014
Protector 2020 non-Hotswap1/1/20123/31/2014
v24 Expert non-Hotswap Distributed TAPs10/1/201112/31/2013
v8x8 10G Distributed TAP5/1/20116/30/2013

EOL Notices
Warranty and Support

Warranty and Support

Foreword

This warranty is designed to create and transfer maximum value to the end-user while ensuring its execution is done so, with provisions and limitations to maintain a context of fairness and transparency for both the issuer and end user. VSS Monitoring is happy to guide any user or prospective customer through the following details.

Warranty Details

The following information describes VSS Monitoring's warranty coverage for product purchased either from VSS Monitoring or through one of its authorized reseller or distribution channels. Please find the specific terms and conditions applicable to VSS Monitoring's product warranties and other matters below.

Products covered:

All hardware and software products manufactured by VSS Monitoring are covered under this warranty except where otherwise written formally by a VSS Monitoring executor.

Product Warranty Period:

VSS Monitoring warrants that the software for a period of 90 days and the hardware for a period of 12 months, in either case from its original date of shipment, will substantially conform to VSS published product documentation.

If, during the warranty period a failure of the software or hardware to conform as warranted occurs and is reported to VSS Monitoring, VSS Monitoring, at its option, will use commercially reasonable efforts to repair or replace the non-conforming software and/or hardware.

Extended product  support options are available for purchase.

Repair/Replacement:

Replacement or repaired product that is returned to the customer will carry the remainder of the customer's original warranty.

LIMITED WARRANTIES AND LIABILITIES

Limited Product Warranty

VSS Monitoring provides a limited warranty according to the terms and conditions stated above. VSS Monitoring's products are warranted against defects in materials and workmanship.

General Provision:

If the Original Buyer returns defective product to VSS Monitoring during the period in which the product is warranted against such defect, at VSS Monitoring's option, VSS Monitoring will either replace or offer credit for the defective product. Replacement product may be a repaired product, refurbished product, or the equivalent new or upgrade product at VSS Monitoring's sole discretion.

Warranty Limitation

The Limited Product and Limited Repair Warranties are contingent upon proper use in the application for which the product was intended and do not cover a product if any of the following apply:

The product is returned to VSS Monitoring without original power supply.

The product is modified without VSS Monitoring's written approval.

The product is subjected to unusual physical or environmental stress, including damage caused by handling or shipping in unapproved containers or packaging.

If any warranty labels, serial tags or other product stickers are disturbed, or the integrity of the product has been disturbed.

The serial number label is removed or damaged to the extent that warranty status of the product cannot be determined.

The product's metal enclosure is opened such that any of the product seals have been damaged or obviously disturbed.

Return Merchandise Authorization:

For all products being returned to VSS Monitoring, including return shipment of defective or service parts, the customer must first call VSS Monitoring to obtain a Return Merchandise Authorization number (*RMA*). The RMA must be affixed to the outside of the package to insure proper handling and crediting. In all cases the customer must include a copy of the bill of sale or other proof of purchase with the shipment. In all cases the customer must include the original power supply for that product when returning the product. All products shipped to VSS Monitoring or an authorized servicing dealer shall be in the original packaging or comparable packaging affording an equal degree of protection. Product not clearly displaying the RMA number, not in the original or comparable packaging, without the original power supply, or does not include proof of purchase, may be refused.

Customer Responsibilities:

Customer is responsible for shipping charges and insurance charges for any products returned to VSS Monitoring. VSS Monitoring will be responsible for shipping charges of any warranty product delivered to the customer. All replacement/repaired products are shipped FedEx Ground unless a rush is requested. The cost of such a shipping upgrade is to be paid by the customer prior to shipment.

Evidence of Purchase:

VSS Monitoring may request purchase verification information (original invoice) prior to authorizing warranty services.

Restocking Fee:

For all returned items to VSS Monitoring there shall be a 15% charge levied for restocking and replacement whenever such items are being returned for reasons other than a need for repair or shipment error. The restocking fee is due whenever the return is due to 'wrong item ordered', 'customer does not like the product', 'item no longer needed' or 'couldn't get item to work', etc.

Contacting VSS Monitoring:

For contacting customer or technical service departments call +1 (408) 585-6800, fax to +1 (408) 585-6899, email to tsupport@vssmonitoring.com, or write to:

VSS Monitoring, Inc.
930 De Guigne Drive
Sunnyvale, CA 94085
USA

EXCEPT FOR THE EXPRESS WARRANTIES SET FORTH ABOVE, VSS MONITORING PROVIDES NO OTHER WARRANTIES, EXPRESSED, OR IMPLIED, AND DISCLAIMS ANY IMPLIED WARRANTY OR CONDITION OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE.

Limitation of Liability

IN NO EVENT SHALL VSS MONITORING BE LIABLE FOR COSTS OF PROCUREMENT OF SUBSTITUTE PRODUCTS OR SERVICES, LOST PROFITS, OR ANY SPECIAL, INDIRECT, CONSEQUENTIAL OR INCIDENTAL DAMAGES (INCLUDING BUT NOT LIMITED TO LOST DATA), HOWEVER CAUSED, WHETHER FOR BREACH OF CONTRACT, NEGLIGENCE OR OTHERWISE, AND WHETHER OR NOT VSS MONITORING HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGE. THIS LIMITATION SHALL APPLY NOTWITHSTANDING ANY FAILURE OF ESSENTIAL PURPOSE OF ANY LIMITED REMEDY.

Open a Support Ticket

Please email tsupport@vssmonitoring.com

Open a Support Ticket