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HAProxy Support Options

Support subscriptions for HAPEE and ALOHA

Our two support subscription plans (Business and Premium) allow our clients to determine the appropriate level of features and services based on their needs, legacy 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
Eastern time
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 combination of patches gathered over a period of time and distributed as a service pack.
Patch
A patch is a fix; it can either be a work around or a fix to a certain bug in the Software.
Target Resolution Times
The amount of time HAProxy estimates that it will take to deliver a Work-around.
Critical Issue
Substantial impact to the core functionality for which Software is used; Software is unusable; or Customer unable to achieve a Workaround. Critical Issues reported by web or e-mail must be accompanied by a phone support request, reasonably contemporaneously with a web or e-mail request.
Moderate Issue
Software utility or functionality is impacted, in whole or in part, but Software not unusable
Informational Issue
Minor malfunctions of Product with limited impact to utility and/or functionality; or General assistance with Software configuration (only rendered by HAProxy remotely)
Workaround
A solution that resolves a technical issue with the Software.
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