Support Services

Our support tiers give you the flexibility to get the most out of our products at a cost that fits your budget.

Why Support?

All of our commercial paid-for products come with unlimited email support & maintenance for 12 months. We aim to be just another member of your team through our support services, and we strive to maintain the highest quality support and fastest response times.

While we strive to provide the most stable products, there are always many reasons you might need help from our support team.

  • Compatibility with other vendors software
  • Queries about product features and implementation
  • Customization of software
  • Maximizing the performance of the products
  • The unexpected

Support Packages for On-Premise Deployments

Standard Support

24 hour response
Business hours
Email support
Product setup
Basic troubleshooting
On-demand support tunnel

Advanced Support

4 hour response
Business hours
Email support
Product setup
Basic troubleshooting
On-demand support tunnel
Telephone support
Screenshares

Premium Support

2 hour response
Business Hours
Email support
Product setup
Basic troubleshooting
Proactive monitoring1
Telephone support
Screenshares
Managed upgrades2
24/7 on-call monitoring3

Support fees are charged per-install or cloud tenant. Discounts and/or custom terms are available to customers with multiple installs or tenants.
1 Requires permanent support tunnel from customer box to LogonBox support servers.
2 Upgrade performed on your schedule by our technicians.
3 24/7 monitoring and callout for system down issues.

Support Packages for Cloud Tenants

We provide slightly different options for our cloud tenants as all cloud customers already benefit from automatic upgrades, proactive support and 24/7 monitoring.

Standard Support

24 hour response
Business hours
Email support
Product setup
Basic troubleshooting
Unlimited tickets

Priority Support

2 hour response
Business hours
Email support
Product setup
Basic troubleshooting
Unlimited tickets
Telephone support
Screenshares

Renewals

After your initial 12-month support & maintenance period has expired, your entitlement to support lapses, and you will not be able to update the software to new releases.

Around 60 days before your support expires, we will email all the registered email addresses on your account to provide you with a renewal offer.

If you do not decide to renew support, please be aware that if you subsequently decide you need help, the costs may be higher than if you have renewed your support package on or before the expiry date. We do this because we build our software with a policy of continuous improvement. Any customers who drop support only to take it up later will benefit from the product improvements and features introduced during the lapsed period.

Support Tunnels

During your interaction with our support team, they may ask you to “open a support tunnel.”. Support tunnels are a feature of our virtual appliances that will create a secure connection between your device and our support servers. Once connected, our support team can securely access your machine and investigate the situation.

You do not need to open up firewall ports for this feature. A reverse connection opens upon your authority in the VM console. It uses a secure, reverse SSH connection, and assuming your appliance has Internet access, and it should work without additional configuration.