{"id":10586,"date":"2020-12-06T15:56:49","date_gmt":"2020-12-06T15:56:49","guid":{"rendered":"https:\/\/www.logonbox.com\/content\/?page_id=10586"},"modified":"2025-03-05T18:26:09","modified_gmt":"2025-03-05T18:26:09","slug":"support-service","status":"publish","type":"page","link":"https:\/\/www.logonbox.com\/content\/support-service\/","title":{"rendered":"Support Packages"},"content":{"rendered":"<div class=\"py-5 text-center\" style=\"background-image: url('\/content\/wp-content\/uploads\/2020\/10\/aboutUs.jpeg'); background-size: cover;\">\r\n<div class=\"container banner-image\"><\/div>\r\n<\/div>\r\n<div class=\"py-5 text-center head-info\">\r\n<div class=\"container\">\r\n<div class=\"row\">\r\n<div class=\"col-12\">\r\n<h1 id=\"pageTitle\" class=\"text-dark\">Support Services<\/h1>\r\n<p class=\"text-dark\">Our support tiers give you the flexibility to get the most out of our products at a cost that fits your <a href=\"https:\/\/www.logonbox.com\/content\/logonbox-vpn-pricing\/\">budget<\/a>.<\/p>\r\n<p class=\"mt-3\"><a href=\"https:\/\/store.jadaptive.com\/app\/ui\/contact-form\/6eb3e336-1534-441d-b0ce-0daaa9360543\" class=\"btn btn-success btn-lg\"><i class=\"far fa-life-ring\"><\/i> Request Support<\/a><\/p>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n\r\n<div class=\"py-4\">\r\n<div class=\"container\">\r\n<div class=\"row\">\r\n<div class=\"col-md-12\">\r\n\r\n<h3>Why Support?<\/h3>\r\n\r\n<p>All of our commercial paid-for products come with unlimited email support &amp; 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.<\/p>\r\n\r\n<p>While we strive to provide the most stable products, there are always many reasons you might need help from our support team.<\/p>\r\n\r\n<ul>\r\n<li>Compatibility with other vendors software<\/li>\r\n<li>Queries about product features and implementation<\/li>\r\n<li>Customization of software<\/li>\r\n<li>Maximizing the performance of the products<\/li>\r\n<li>The unexpected<\/li>\r\n<\/ul>\r\n<\/div>\r\n<\/div>\r\n<div class=\"row\">\r\n<div class=\"col-md-12\">\r\n\r\n<h3 class=\"mt-3\">Support Packages for On-Premise Deployments<\/h3>\r\n\r\n<p class=\"alert alert-success\"><i class=\"far fa-check\"><\/i> Customers with an Enterprise License or Subscription with 2000 Users or more automatically qualify for our Advanced Support service.<\/p>\r\n\r\n<div class=\"card-group\">\r\n<div class=\"col\">\r\n<div class=\"card me-3\" style=\"height: 450px;\">\r\n    <div class=\"card-header\">\r\n    <h5>Standard Support<\/h5>\r\n    <\/div>\r\n    <div class=\"card-body\">\r\n        \r\n        <p><i class=\"fal fa-check\"><\/i><span> 24 hour response<\/span><br \/>\r\n<i class=\"fal fa-check\"><\/i> <span> Business hours<\/span><br \/>\r\n<i class=\"fal fa-check\"><\/i> <span> Email support<\/span><br \/>\r\n<i class=\"fal fa-check\"><\/i> <span> Product setup<\/span><br \/>\r\n<i class=\"fal fa-check\"><\/i> <span> Basic troubleshooting<\/span><br \/>\r\n<i class=\"fal fa-check\"><\/i> <span> On-demand support tunnel<\/span><br \/>\r\n<\/p>\r\n<\/div>\r\n<div class=\"card-footer\">\r\n    <h4 id=\"standard\"><\/h4>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<div class=\"col\">\r\n<div class=\"card me-3\" style=\"height: 450px;\">\r\n    <div class=\"card-header\">\r\n    <h5>Advanced Support<\/h5>\r\n    <\/div>\r\n    <div class=\"card-body\">\r\n        <p><i class=\"fal fa-check\"><\/i><span> 4 hour response<\/span><br \/>\r\n<i class=\"fal fa-check\"><\/i> <span> Business hours<\/span><br \/>\r\n<i class=\"fal fa-check\"><\/i> <span> Email support<\/span><br \/>\r\n<i class=\"fal fa-check\"><\/i> <span> Product setup<\/span><br \/>\r\n<i class=\"fal fa-check\"><\/i> <span> Basic troubleshooting<\/span><br \/>\r\n<i class=\"fal fa-check\"><\/i> <span> On-demand support tunnel<\/span><br \/>\r\n<i class=\"fal fa-check\"><\/i> <span> Telephone support<\/span><br \/>\r\n<i class=\"fal fa-check\"><\/i> <span> Screenshares<\/span><br \/>\r\n    <\/p><\/div>\r\n    <div class=\"card-footer\">\r\n    <h4 id=\"advanced\"><\/h4>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<div class=\"col\">\r\n<div class=\"card me-3\" style=\"height: 450px;\">\r\n    <div class=\"card-header\">\r\n    <h5>Premium Support<\/h5>\r\n    <\/div>\r\n    <div class=\"card-body\">\r\n        <p><i class=\"fal fa-check\"><\/i><span> 2 hour response<\/span><br \/>\r\n<i class=\"fal fa-check\"><\/i> <span> Business Hours<\/span><br \/>\r\n<i class=\"fal fa-check\"><\/i> <span> Email support<\/span><br \/>\r\n<i class=\"fal fa-check\"><\/i> <span> Product setup<\/span><br \/>\r\n<i class=\"fal fa-check\"><\/i> <span> Basic troubleshooting<\/span><br \/>\r\n<i class=\"fal fa-check\"><\/i> <span> Proactive monitoring<\/span><sup>1<\/sup><br \/>\r\n<i class=\"fal fa-check\"><\/i> <span> Telephone support<\/span><br \/>\r\n<i class=\"fal fa-check\"><\/i> <span> Screenshares<\/span><br \/>\r\n<i class=\"fal fa-check\"><\/i> <span> Managed upgrades<\/span><sup>2<\/sup>\r\n    <\/p><\/div>\r\n    <div class=\"card-footer\">\r\n    <h4 id=\"premium\"><\/h4>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<div>\r\n<p class=\"text-muted mt-3\"><small>Support fees are charged per-install or cloud tenant. Discounts and\/or custom terms are available to customers with multiple installs or tenants.<\/small><br \/><small><sup>1<\/sup> Requires permanent support tunnel from customer box to LogonBox support servers.<\/small><br \/>\r\n<small><sup>2<\/sup> Upgrade performed on your schedule by our technicians.<\/small><br \/>\r\n<small><sup>3<\/sup> 24\/7 monitoring and callout for system down issues.<\/small><\/p>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n\r\n\r\n<div class=\"row\">\r\n<div class=\"col-md-12\">\r\n\r\n<h3 class=\"mt-3\">Support Packages for Cloud Tenants<\/h3>\r\n<p>We provide slightly different options for our cloud tenants as all cloud customers already benefit from automatic upgrades, proactive support and 24\/7 monitoring.<\/p>\r\n\r\n<p class=\"alert alert-success\"><i class=\"far fa-check\"><\/i> Customers with an Enterprise Managed Cloud with 2000 Users or more automatically qualify for our Priority Support service.<\/p>\r\n\r\n<div class=\"card-group\">\r\n<div class=\"col\">\r\n<div class=\"card me-3\" style=\"height: 400px;\">\r\n    <div class=\"card-header\">\r\n    <h5>Standard Support<\/h5>\r\n    <\/div>\r\n    <div class=\"card-body\">\r\n        \r\n        <p><i class=\"fal fa-check\"><\/i><span> 24 hour response<\/span><br \/>\r\n<i class=\"fal fa-check\"><\/i> <span> Business hours<\/span><br \/>\r\n<i class=\"fal fa-check\"><\/i> <span> Email support<\/span><br \/>\r\n<i class=\"fal fa-check\"><\/i> <span> Product setup<\/span><br \/>\r\n<i class=\"fal fa-check\"><\/i> <span> Basic troubleshooting<\/span><br \/>\r\n<i class=\"fal fa-check\"><\/i> <span> Unlimited tickets<\/span><br \/>\r\n<\/p>\r\n<\/div>\r\n<div class=\"card-footer\">\r\n    <h4>FREE<\/h4>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<div class=\"col\">\r\n<div class=\"card me-3\" style=\"height: 400px;\">\r\n    <div class=\"card-header\">\r\n    <h5>Priority Support<\/h5>\r\n    <\/div>\r\n    <div class=\"card-body\">\r\n        <p><i class=\"fal fa-check\"><\/i><span> 2 hour response<\/span><br \/>\r\n<i class=\"fal fa-check\"><\/i> <span> Business hours<\/span><br \/>\r\n<i class=\"fal fa-check\"><\/i> <span> Email support<\/span><br \/>\r\n<i class=\"fal fa-check\"><\/i> <span> Product setup<\/span><br \/>\r\n<i class=\"fal fa-check\"><\/i> <span> Basic troubleshooting<\/span><br \/>\r\n<i class=\"fal fa-check\"><\/i> <span> Unlimited tickets<\/span><br \/>\r\n<i class=\"fal fa-check\"><\/i> <span> Telephone support<\/span><br \/>\r\n<i class=\"fal fa-check\"><\/i> <span> Screenshares<\/span><br \/>\r\n    <\/p><\/div>\r\n    <div class=\"card-footer\">\r\n    <h4 id=\"priority\"><\/h4>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n\r\n<\/div>\r\n<div>\r\n\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n\r\n\r\n\r\n\r\n\r\n<div class=\"row\">\r\n<div class=\"col-md-12\">\r\n\r\n<h3 class=\"mt-5\">Renewals<\/h3>\r\n<p>After your initial 12-month support &amp; maintenance period has expired, your entitlement to support lapses, and you will not be able to update the software to new releases.<\/p>\r\n\r\n<p>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.<\/p>\r\n\r\n<p>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.<\/p>\r\n\r\n<\/div>\r\n<\/div>\r\n<div class=\"row\">\r\n<div class=\"col-md-12\">\r\n\r\n<h3 class=\"mt-3\">Support Tunnels<\/h3>\r\n    <p>During your interaction with our support team, they may ask you to &#8220;open a support tunnel.&#8221;. 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.<\/p>\r\n\r\n<p><span class=\"underline\">You do not need to open up firewall ports for this feature.<\/span> 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.<\/p>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n\r\n\r\n<div id=\"currencyCode\" style=\"display: none;\">US<\/div>\r\n<div id=\"currency\" style=\"display: none;\"><\/div>","protected":false},"excerpt":{"rendered":"<p>Support Services Our support tiers give you the flexibility to get the most out of our products at a cost that fits your budget. Request Support Why Support? All of our commercial paid-for products come with unlimited email support &amp; maintenance for 12 months. We aim to be just another member of your team through [&#8230;]<\/p>\n<p><a class=\"btn btn-secondary understrap-read-more-link\" href=\"https:\/\/www.logonbox.com\/content\/support-service\/\">Read More&#8230;<\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"page-templates\/empty.php","meta":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v19.8 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Support Packages | LogonBox<\/title>\n<meta name=\"description\" content=\"All of our commercial paid-for products come with unlimited email support &amp; maintenance for 12 months. Get help from our support team here.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.logonbox.com\/content\/support-service\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Support Packages | LogonBox\" \/>\n<meta property=\"og:description\" content=\"All of our commercial paid-for products come with unlimited email support &amp; maintenance for 12 months. Get help from our support team here.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.logonbox.com\/content\/support-service\/\" \/>\n<meta property=\"og:site_name\" content=\"LogonBox\" \/>\n<meta property=\"article:modified_time\" content=\"2025-03-05T18:26:09+00:00\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.logonbox.com\/content\/support-service\/\",\"url\":\"https:\/\/www.logonbox.com\/content\/support-service\/\",\"name\":\"Support Packages | LogonBox\",\"isPartOf\":{\"@id\":\"https:\/\/www.logonbox.com\/content\/#website\"},\"datePublished\":\"2020-12-06T15:56:49+00:00\",\"dateModified\":\"2025-03-05T18:26:09+00:00\",\"description\":\"All of our commercial paid-for products come with unlimited email support & maintenance for 12 months. Get help from our support team here.\",\"breadcrumb\":{\"@id\":\"https:\/\/www.logonbox.com\/content\/support-service\/#breadcrumb\"},\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.logonbox.com\/content\/support-service\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.logonbox.com\/content\/support-service\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/www.logonbox.com\/content\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Support Packages\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.logonbox.com\/content\/#website\",\"url\":\"https:\/\/www.logonbox.com\/content\/\",\"name\":\"LogonBox\",\"description\":\"Identity &amp; Authentication Solutions\",\"publisher\":{\"@id\":\"https:\/\/www.logonbox.com\/content\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.logonbox.com\/content\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-GB\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/www.logonbox.com\/content\/#organization\",\"name\":\"LogonBox Ltd.\",\"url\":\"https:\/\/www.logonbox.com\/content\/\",\"sameAs\":[],\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\/\/www.logonbox.com\/content\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/www.logonbox.com\/content\/wp-content\/uploads\/2021\/02\/logonbox-logo.gif\",\"contentUrl\":\"https:\/\/www.logonbox.com\/content\/wp-content\/uploads\/2021\/02\/logonbox-logo.gif\",\"width\":1000,\"height\":185,\"caption\":\"LogonBox Ltd.\"},\"image\":{\"@id\":\"https:\/\/www.logonbox.com\/content\/#\/schema\/logo\/image\/\"}}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Support Packages | LogonBox","description":"All of our commercial paid-for products come with unlimited email support & maintenance for 12 months. Get help from our support team here.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.logonbox.com\/content\/support-service\/","og_locale":"en_GB","og_type":"article","og_title":"Support Packages | LogonBox","og_description":"All of our commercial paid-for products come with unlimited email support & maintenance for 12 months. Get help from our support team here.","og_url":"https:\/\/www.logonbox.com\/content\/support-service\/","og_site_name":"LogonBox","article_modified_time":"2025-03-05T18:26:09+00:00","twitter_card":"summary_large_image","twitter_misc":{"Estimated reading time":"3 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/www.logonbox.com\/content\/support-service\/","url":"https:\/\/www.logonbox.com\/content\/support-service\/","name":"Support Packages | LogonBox","isPartOf":{"@id":"https:\/\/www.logonbox.com\/content\/#website"},"datePublished":"2020-12-06T15:56:49+00:00","dateModified":"2025-03-05T18:26:09+00:00","description":"All of our commercial paid-for products come with unlimited email support & maintenance for 12 months. Get help from our support team here.","breadcrumb":{"@id":"https:\/\/www.logonbox.com\/content\/support-service\/#breadcrumb"},"inLanguage":"en-GB","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.logonbox.com\/content\/support-service\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/www.logonbox.com\/content\/support-service\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.logonbox.com\/content\/"},{"@type":"ListItem","position":2,"name":"Support Packages"}]},{"@type":"WebSite","@id":"https:\/\/www.logonbox.com\/content\/#website","url":"https:\/\/www.logonbox.com\/content\/","name":"LogonBox","description":"Identity &amp; Authentication Solutions","publisher":{"@id":"https:\/\/www.logonbox.com\/content\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.logonbox.com\/content\/?s={search_term_string}"},"query-input":"required name=search_term_string"}],"inLanguage":"en-GB"},{"@type":"Organization","@id":"https:\/\/www.logonbox.com\/content\/#organization","name":"LogonBox Ltd.","url":"https:\/\/www.logonbox.com\/content\/","sameAs":[],"logo":{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/www.logonbox.com\/content\/#\/schema\/logo\/image\/","url":"https:\/\/www.logonbox.com\/content\/wp-content\/uploads\/2021\/02\/logonbox-logo.gif","contentUrl":"https:\/\/www.logonbox.com\/content\/wp-content\/uploads\/2021\/02\/logonbox-logo.gif","width":1000,"height":185,"caption":"LogonBox Ltd."},"image":{"@id":"https:\/\/www.logonbox.com\/content\/#\/schema\/logo\/image\/"}}]}},"_links":{"self":[{"href":"https:\/\/www.logonbox.com\/content\/wp-json\/wp\/v2\/pages\/10586"}],"collection":[{"href":"https:\/\/www.logonbox.com\/content\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.logonbox.com\/content\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.logonbox.com\/content\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.logonbox.com\/content\/wp-json\/wp\/v2\/comments?post=10586"}],"version-history":[{"count":31,"href":"https:\/\/www.logonbox.com\/content\/wp-json\/wp\/v2\/pages\/10586\/revisions"}],"predecessor-version":[{"id":13886,"href":"https:\/\/www.logonbox.com\/content\/wp-json\/wp\/v2\/pages\/10586\/revisions\/13886"}],"wp:attachment":[{"href":"https:\/\/www.logonbox.com\/content\/wp-json\/wp\/v2\/media?parent=10586"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}