HAProxy Support Options HAPEE 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 SUPPORTPREMIUM 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 24x7
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
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.
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, 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).
Workaround
A solution that resolves a technical issue with the Software.

Contact the authoritative experts on HAProxy who will assist you on finding the solution that best fits your needs for deployment, scale and security.


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