TCPWave Remote Customer Support

Remote Deployment Assistance Migration from Legacy IPAMs Remote troubleshooting for seamless operation. Expert opinion to solve your complex DNS problems. Access to TCPWave’s knowledge base and to the TCPWave User Community.  

Welcome to TCPWave Customer Portal!

Making it simple for you to find fast, actionable and accurate solutions.

To successfully implement, manage and maintain your business-critical IP Address Management (IPAM), DNS and DHCP infrastructure, DNS firewall and DNS running on Virtual Appliances, you need great technology backed by quality customer support. The TCPWave Customer Care team is your single point of contact for technical expertise, support and product resources. Our team is made up of highly qualified Technical Support Analysts who have a long history of working with the TCPWave’s innovative solutions you use every day. Their specialized expertise, combined with a commitment to delivering responsive and proactive customer support, ensures that your organization will receive timely, consistent, high quality technical support when you need it.

A Full Range of Best-in-Class Services

  • 24/7/365 technical support via our Care online portal, email or telephone
  • Online case management with monitoring and alerts
  • Knowledgebase, Download Center and Community forum
  • Access to product updates and releases
  • Critical patch notification
  • Global 5-hour on-site hardware repair available
  • Optional premium Technical Account Management (TAM) services
  • Best-in-Class Customer Care and Support

TCPWave leads the way in delivering innovative, high value support services including 24/7 technical support, an online customer care portal, industry-leading on-site hardware support and a value-added Technical Account Manager program. The TCPWave Customer Care technical support team is your single point of contact for technical expertise, product resources and timely response. Our Customer Care professionals are IPAM experts who will go the extra mile to ensure that your IPAM implementation meets or exceeds your expectations.

Ticket ID / Tracking Number

Every ticket created is assigned a ticket ID (ticket number). All ticket IDs are in the format ABC-12345678, with the first three characters being random letters, followed by eight numbers. You will receive an email confirmation and email updates from the time the incident ticket is open, acknowledged, resolved and closed. After the TCPWave support incident is resolved successfully, we may contact you for a brief survey to improve our overall support model. Your co-operation in participating in the survey will be appreciated.

Verification

TCPWave is committed to protecting your account and your personal information. Therefore, we can only offer basic help and general information without extensively verifying who you are.

If your incident ticket involves making changes to your account or discussing confidential information, we must confirm that you are the account holder or someone authorized to act upon the account. You can call us if any confidential information is involved. If you submit a ticket any other way (such as email or through an agent), we will request that you verify your identity.

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To bridge the shortage of qualified DNS Engineers in enterprises, TCPWave has initialized the comprehensive TCPWave Certifications Programs. The training and certification programs are designed to bring the support and engineering teams up to speed within a reasonable time period.

DNS Certifications

  • TCPWave Certified DNS Engineer
  • TCPWave Certified DNS Administrator
  • TCPWave Certified DNS Security Specialist

Networking Certifications

  • TCPWave Certified Network Engineer
  • TCPWave Certified Network Administrator
  • TCPWave Certified Network Security Specialist

TCPWave IPAM Certifications

  • TCPWave Certified IPAM Administrator
  • TCPWave Certified IPAM Professional
  • TCPWave Certifed IPAM Specialist

 Announcements

  • OpenSSL Hearbleed Vulnerability Announcement
  • BIND Announcement
  • Unbound Announcement
  • Quagga Announcement
  • TCPWave is participating in HP’s Software Network Management Vendor Relationship Program. Click here to know more.

 Posts

TCPWave Virtual Appliance

TCPWave’s Virtual appliance has been redesigned. Smarter integration hooks into SNMP, a powerful dashboard with analytics and integration with the TCPWave IPAM (beta) are some of the salient features. TCPWave is the first and only DNS service provider to offer an advanced DNS appliance with many advanced features. Our two flavors of DNS share a […]

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HP TCPWave Partnership

We are excited to announce that we have joined the HP’s Software Network Management Vendor Relationship Program, in order to provide device support for HP Network Node Manager (NNMi) and HP Network Automation (NA). As part of this Program, we’ll now be offering a more fine grained support to our existing clients. TCPWave is part of HP’s Vendor Relationship Program.

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Dell TCPWave Partnership

TCPWave has partnered with Dell to deliver the Sharkcage appliance globally. Customers can contact Dell Sales Team and obtain a customized SharkCage Appliances. Enterprises can now deploy applications on a hardened TCPWave Linux operating system that’s engineered for your specific application. The Dell Custom Factory Integration team builds and distributes your solution locally on over […]

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Virtual DNS Appliance

TCPWave’s Virtual appliance has been redesigned. Smarter integration hooks into SNMP, a powerful dashboard with analytics and integration with the TCPWave IPAM (beta) are some of the salient features.

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