1 year Technical Support & Online Software Updates are included with every purchase.
A full range of support packages are available including Premium 24*7 & next
day hardware replacement.
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 .
Next day hardware replacement
(percentage of hardware cost)
25%
50%
Premium 24*7 support
$5,489 AUD
$12,089 AUD
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 endeavor 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.
