World-class infrastructure deserves world-class support
No scripts. No Tier 1 gatekeepers. Just deep expertise in Linux, networking, and HAProxy, ready when you need it most.
The "whatever it takes" standard
Join the 98+% of enterprise customers who renew their subscription year after year.
At HAProxy, we don't believe in "first Level" support models where you waste time reading scripts. We believe that every enterprise customer deserves our best support. That is why we have no tiers and no gatekeepers.
When you open a ticket, you are immediately assigned to a highly experienced Support Engineer. Our team acts with a "whatever it takes" philosophy, dedicating full attention to your issue until it is resolved.
Why top enterprises trust HAProxy support
Authoritative expertise — no script reading
Our support team consists of authoritative experts with in-depth knowledge of Linux, HAProxy, and everything networking. We don't just troubleshoot the software; we help you navigate complexity. We treat every interaction as an opportunity for customer enablement, helping transform novice users into experts.
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Industry-leading responsiveness
Time is money. While our SLA ranges from 30 minutes to 3 days, our median response time is less than 9 minutes for all request types, including informational queries. We skip the basic questions and go straight to root-cause analysis.
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A direct line to product engineering
While our support team solves your immediate issues, they also advocate for your future needs. We work closely with the Product Engineering group to identify bugs and champion your feature requests.
Multi-channel access
We fit into your workflow, not the other way around. Reach us via:
Customer Portal: For structured ticket tracking.
Slack Integration: Real-time collaboration with your team.
Phone Support: For critical, immediate assistance.
Email: For asynchronous updates.
One level of support: premium
We don't hide our best engineers behind a paywall. All HAProxy customers receive our full, premium support experience. Here's what's included:
24/7/365 Coverage: Follow-the-sun model resolving problems across five continents.
Complex Troubleshooting: Expert assistance with Linux and networking layers.
Architecture Reviews: Consultative support to help you streamline your architecture.
Long Term Support (LTS): Stability you can count on, with support for the current version plus 3 years.
Proactive Care: We identify and resolve issues as quickly as possible, often before they impact you.
"Every company in the world that offers support should be taking a look at how HAProxy is doing it. They are setting the standards and raising the bar in more ways than one."
- Verified enterprise customer, via G2
Validated by users, recognized by industry
#1 for "Best Support" and "Best Relationship" on G2
We consistently outperform legacy competitors like F5 and A10 Networks in user satisfaction:
HAProxy Technologies is officially recognized as a G2 Best Support award winner.
HAProxy has received multiple awards for Best Support and Best Relationship in Fall 2025, with 71 total badges awarded.
HAProxy received awards for Best Results, Best Relationship, and Best Usability in Summer 2025, with 68 total badges awarded.
To learn more and read verified user feedback, check out our G2 reviews page.
Details on HAProxy premium support
Supported products
HAProxy Enterprise
Supported versions
Current version – 3 years
HAProxy ALOHA
Supported versions
LTS Releases
Current version – 3 years
Support availability and response times
Support hours
24×7
Critical issue
Target response time
30 minutes
Moderate issue
Target response time
2 days
Informational issue
Target response time
3 days
Support communication details
Communication channels
Customer portal, email, Slack, phone
Authorized contacts
5
Consultative support
Available during business hours
Maintenance and updates
Prompt maintenance and updates
Issue definitions
Critical issue
Substantial impact to the core functionality for which Software is used; Software is unusable; or Customer unable to produce a Workaround. Critical Issues reported by web or e-mail must be accompanied by a phone support request, preferably simultaneously with a web or e-mail request.
Moderate issue
Software utility or functionality is impacted, in whole or in part, but Software is not unusable.
Informational issue
Minor malfunctions of Product with limited impact to utility and/or functionality; or General assistance with Software configuration (service rendered by HAProxy Technologies only remotely).
Software definitions
Maintenance release
A collection of patches gathered over a period of time and distributed as a service pack.
Patch
A correction or a workaround for a certain bug in HAProxy.
Target resolution times
The amount of time HAProxy Technologies estimates that it will take to deliver a workaround.
Workaround
A solution that resolves a technical issue with the Software.