A full range of support packages are available including Premium 24*7 & next day hardware replacement.
Purchasing support automaticaly extends your hardware warranty and gives access to online security and feature updates.
Once you have physically installed your Loadbalancer.org appliance on
your test network you will need to make some decisions about how to
configure your real servers in the
cluster. The default configuration for the Loadbalancer.org
appliance is 'Direct Routing' mode the advantages of which are
explained in the Configuration Guide .
Standard Technical support is 9am-10pm GMT Mon-Fri, Premium Technical support is 24 hours * 7 days a week. The 24 hour call center will log your call with an email to the support center so it is just as quick (if not quicker) to send an email in the first place. Calls and Emails will be dealt with on a first come first served basis. Please try to provide as much detail as possible to facilitate rapid
resolution.
Severity Definition
Description
Targeted Response
Priority 1
(Urgent)
Site Down - All network traffic has ceased, causing a critical impact to your business.
1 hour
Priority 2
(High)
Site at risk - Primary unit has failed resulting in no redundancy. Site is at risk of going down.
4 hours
Priority 3
(Medium)
Performance impaired - Network traffic is extremely slow causing significant impact to your business.
Performance degraded - Network traffic is partially functional causing some applications to be un-reachable.
8 hours
Priority 4
(Low)
General assistance - Questions regarding configurations "how to". Troubleshooting non-critical issue.
Enhancement request - Request for product functionality that is currently not part of the current product feature set.
Next Business Day
Loadbalancer.org will endeavour to respond to Urgent and High Priority calls within one and four hours respectively. Understanding that unforeseen events could delay attempts, Loadbalancer.org expects that the majority of Urgent and High calls will be responded to within this service Level, but such the service response times are not guaranteed.
