All of our commercial paid-for products come with unlimited email support & maintenance for 12 months. Through our support services we aim to be just another member of your team and we strive to maintain the highest quality support and fastest response times we can.
Whilst we strive to provide the most stable products we can there are always a number of reasons why 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
All of our product support is strictly email based only. This benefits both parties as all information is logged in our ticketing system. More importantly due to the technical nature of the products its often the case we will need to trawl through logs, debug and review code which is simply not compatible with someone waiting on the end of the phone.
As long as you have an active support subscription you can submit as many email enquires as you need.
We aim to respond to all enquires within 4hrs of receipt with a constructive answer or request for further information.
Support is currently available from 9AM through to 8:30PM GMT.
We are unable to provide extensive support for your Free Edition license. We will certainly try to help if we can but our Free Edition licenses are offered with no guarantee of support.
After your initial 12 month support & maintenance period has expired you will not be entitled to further support, neither can you update your software to the latest releases. Around 60 days before your support expires we will contact you on 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 require support, the costs may be higher than if you have renewed your support package on or before the expiry date. We do this because our software is built with a policy of continuous improvement and as such any customers that drop support only to take it up later will benefit from the improvements made during the lapsed period.
During your interation with our support team you may be asked to "open a support tunnel". This is a feature of our virtual appliances that will connect out from your appliance to make a secure connection with our support servers. Once connected our support team are able to securely access your appliance and access the situation.
You do not need to open up firewall ports for this feature. It is a reverse connection that is only opened upon your authority in the VM console. It uses a secure, reverse SSH connection and assuming your appliance has Internet access it should work without additional configuration.