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Support your way from the load balancer experts

Two simple options created with you in mind

Business Hours




Premium 24/7



Each Support package includes:

  • Security updates
  • Software updates
  • Unlimited phone support
  • Unlimited email support
  • Live chat support
  • Remote configuration & consultancy

Want more from your support?

No problem, we're happy to create a bespoke package to suit your needs.

Your solution, delivered the way you need it

Any platform you want with our flexible license

Service Level Agreement

Severity Definition Description Time
Priority 1 (Urgent)1 Hour Site down - All network traffic has ceased, causing critical impact to your business. 1 hour
Priority 2 (High)4 Hour Site at risk - Primary unit has failed resulting in no redundancy. Site is at risk of going down. 4 hours
Priority 3 (Medium)8 Hour 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 unreachable.
8 hours
Priority 4 (Low)Next Business Day General assistance - Questions regarding configurations "how to". Troubleshooting non-critical issue.
Enhancement request - Request for product functionality that is not currently part of the current product feature set.
Next Business Day

Hardware Warranty

All of our hardware appliances have a 3 year extendable warranty.

Return to Base

Should you encounter a failure, just return the appliance for a rapid repair.

Enterprise R20
Enterprise MAX

Next day on-site

World wide next day on-site repair by a Dell engineer.

Enterprise 10G
Enterprise Ultra

We can also offer enhanced hardware replacement options on all models.
Just tell us what you need and we'll make it happen

Send us your request

Frequently asked questions

  • Do I get support during the free trial?

    Yes, you receive premium 24x7 technical support throughout the trial period. Simply email support@loadbalancer.org and our engineers will be happy to assist you.

  • How do I contact support?

    The best way to open a ticket is to email support@loadbalancer.org. This ensures your question goes directly to our engineers. Alternatively, you can fill in the form on our site, give us a call, or initiate an online chat.

  • What time zone is the support in?

    We offer support in all times zones. If you buy business hours support, the support hours are 9am-5pm in your time zone.

  • When does my support contract start?

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

  • Is the contract automatically renewed?

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

  • Do I have to purchase technical support?

    It is compulsory to purchase technical support for the first year, however the following years are voluntary. If you don't renew your support you will not be eligible for software updates.

  • Are there re-sign on fees?

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

  • Are software updates included in the support contract?

    Yes. You can update to any software version released as long as you have an active support contract.

Start your free trial

Test our premium 24/7 support which is included in your free trial.

Surely you must have a question?