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Our consultative support approach

Our unique approach blows our competitors out of the water.

Our unique approach blows our competitors out of the water.

open a ticketread more

Support that goes beyond our products

Whether you need an experienced perspective for a complex technology migration, a steady hand to advise on your own infrastructure, or help troubleshooting a third-party solution, rest assured, we’ll be there beside you, every step of the way.

  • Direct access to tier 3 senior engineers.
  • The support you need, whatever the cause.
  • Open source code inspection.
  • Guidance on any migration.
  • Engineers with a can-do attitude.
  • Clear communication on problem resolution.
Check out our products

How tierless support benefits you

We’re often asked why we broke the mold with our support team and removed the tiers. Because for us, we do have tiers, but just one tier, and that’s Tier 3.

No call center. No ‘have a go hero’.

Our experts aren’t precious about what they help you with. Whether you need a manual or urgent help with a major fix, all we care about is fixing the actual problem.

So you can get back to what counts – keeping your services and maybe your business up and running 24/7.

WHY THIS MATTERS

Test our support

Sign-up for a free 30-day trial on your choice of virtual environment. And put our product - and our support - to the test. What have you got to lose?

FREE TRIAL ONLINE DEMO

What's included in your support package?

Rest assured, we’ve got you covered. We also offer the basics as standard.

  • Unlimited security updates.
  • Unlimited requests.
  • Unlimited features and updates.
  • 3-year hardware warranty.
  • Priority case management.
  • 24/7 or business hours support.
  • Multi-channel support.
  • Infrastructure and 3rd party assistance.
  • Remote assistance.
Test out our support

Guaranteed support you can count on

    SeverityDescriptionTime
    Priority 1
    Urgent
    Site down - All network traffic has ceased, causing 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 a significant impact.

    Performance degraded - Network traffic is partially functional, causing some applications to be unreachable.
    8 hours
    Priority 4
    Low
    General assistance - "How to" questions regarding configurations or troubleshooting a non-critical issue.

    Enhancement request - Request for product functionality that is not part of the current product feature set.
    Next business day

    Not just great support, the best

    The best support in the industry. How do we know?
    Because our customers tell us.

    Don't take our word for it, see what our customers are saying

    FAQ's

    Do I get support during the free trial?

    Yes, you receive premium 24×7 technical support throughout the trial period. Simply email support@loadbalancer.org and our engineers will be happy to assist you.

    When does my support contract start?

    Your support contract starts from the date of the PO or order.

    What time zone is the support in?

    We offer support in all times zones. If you buy our basic support package, the support hours are 9am-5pm in your time zone. You can also opt for 24/7 support as part of our standard package.

    Is the contract automatically renewed?

    No, but we can set this up if you would like us to.

    Are there re-sign on fees?

    If your support lapses, we do not charge you for the years it has lapsed.

    See more of our FAQ’s

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