Guaranteed support, you can count on
We understand how important it is for your applications to never fail – that’s why our support is second to none. Our passionate networking experts are available 24/7, 365 days a year, in your country and time zone, ready to assist.
Get the help you need, right now
Our support team is right there to help you out, any time of day. So don’t hesitate to ask us for help whenever you need, even if it’s not technically related to our product. Because we love to get to the heart of the problem, and it’s our mission to exceed your expectations.
If you have questions about purchasing, paying invoices, trials or anything sales-related,
we’ll try to help but its much faster to contact the sales team direct.
Product Updates
Latest version (Enterprise) v8.13.2
Minimum secure version (Enterprise) v8.13.2
Security News
Your security is our top priority, we spend a great deal of time making sure real problems are fixed in a simple and efficient way. So you never need to worry.
“Solved a problem for us, we couldn’t upgrade our core network due to Microsoft NLB. We seamlessly migrated to using Loadbalancer.org virtual appliances and haven’t looked back since!”
“The support team have really gone out of their way to help me on a project. They have helped me at odd hours at night and even on the weekend. They are also extremely knowledgeable and can do almost anything with the Load Balancer.”
“Our partnership with Loadbalancer.org gives us a more complete business proposition. It will help us to move up market and make it far easier for us to bid successfully for contracts with organizations that need larger-scale, multi-server security solutions.”
What’s included in your support package?
Support that works for your business. Rest assured, we’ve got you covered.
- Unlimited security updates
- 3-year hardware warranty
- Telephone, email, zoom & chat
- Unlimited requests
- Priority case management
- Infrastructure and 3rd party assistance
- Unlimited features and updates
- 24/7 or business hours support
- Remote assistance
Frequently Asked Questions
If your support lapses, we do not charge you for the years it has lapsed.
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.
Not at all. Over 50% of our support tickets are for client-side issues — including network problems and third-party integrations. If you’re stuck, we help you troubleshoot even if the issue isn’t directly with our product.
Ticket breakdown:
- 🧑💻 Client-side issues – 50%
- ⚙️ Admin/setup assistance – 35%
- 🧱 Loadbalancer issues – 11%
- 🔌 Third-party software – 4%
We work with you until the problem is solved, not just until it’s someone else’s problem.
No, but we can set this up if you would like us to.
Our SLA guarantees a minimum response time based on the severity of the issue, ensuring you know what to expect. However, in practice, we aim to beat it every time. In fact, in 2024 our average response time — from a real human, not a bot — was under 20 minutes across all support cases, whether it was a complete site outage or a quick configuration question. So while the SLA sets the baseline, you can count on us to be with you at the drop of a hat, every step of the way.
| Priority | Severity | Examples | Response Time |
|---|---|---|---|
| P1 – Urgent | Site Down | All network traffic has ceased, causing critical business impact. | 1 hour |
| P2 – High | Site at Risk | Failed primary resulting in no redundancy | 4 hours |
| P3 – Medium | Performance Issues | Extremely slow network traffic or partial functionality failure | 8 hours |
| P4 – Low | General Assistance / Feature Requests | “How to” setup help or product suggestions | Next business day |
We offer support in all time zones, with engineers based in your region — so you’re always speaking to someone who understands your context, not just your ticket. With our basic support package, you’ll get help from 9am–5pm in your local time zone. Need more coverage? Our standard package includes 24/7 support, wherever you are in the world.
Your support contract starts from the date of the PO or order.
Every ticket is handled by a Level 3 engineer — right from the start. No first-line scripts or escalations. Just direct access to experts who understand your environment.