Premium support for HAProxy enterprise-level products
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Discover HAProxy OneOur highest level of technical support
Our team of authoritative experts ensures our enterprise customers have access to dedicated and unmatched technical support.
Our in-depth knowledge of Linux, HAProxy, and everything networking means users don’t have to worry about complexity or difficulty troubleshooting.
Receive rapid responses anytime, anywhere
We take a proactive approach to support — identifying and resolving issues as quickly as possible.
Backed by 24/7 support and a follow-the-sun model, our worldwide staff quickly resolves problems across five continents and numerous time zones.
Read what users on G2 are saying about HAProxy Technologies’ Premium Support
"After our company has spent millions of dollars with F5 and A10 I can say that at least for us HAPEE has the best product and support available in a paid product. Best-in-class does not do their support teams justice, the direct support integration we have with our reps has given us a support experience that would be hard for anyone to top."
"...their support has been fantastic and some of the best support we have across our product stack. Can’t recommend them enough."
"I have reached out to support multiple times about problems I could not resolve myself, and they have been at the top of their game."
"Every company in the world that offers support should be taking a look at how HAProxy is doing it."
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.