HAProxy Support Options
Enterprise and ALOHA
Our flexible support options give you the ability to determine the appropriate level of services based on your needs, infrastructure, and skillset.
| BUSINESS SUPPORT | PREMIUM SUPPORT | |
|---|---|---|
| HAPEE Supported Versions | Current Version – 3 years | Current Version – 3 years |
| ALOHA Supported Versions | LTS Releases Current Version – 3 years All Other Releases Current Version – 18 Months |
LTS Releases Current Version – 3 years All Other Releases Current Version – 18 Months |
| Support Hours | 9am – 6pm | 24×7 |
| Critical Issue – Target Response Time | 8 hours | 30 minutes |
| Moderate Issue – Target Response Time | 2 days | |
| Informational Issue – Target Response Time | 3 days | |
| Communication | Web, Email, Phone | Web, Email, Phone, Slack Live Chat |
| Authorized Contacts | 2 | 5 |
| Consultative Support | ||
| Maintenance And Updates |
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.
- Critical Issue
Substantial impactto 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,preferrably 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).