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The best load
balancer support in the UK
A
full range of support packages are available including Premium 24*7
& next day hardware replacement.
Loadbalancer.org Support
Services have been ensuring the optimum implementation of our solutions
for over 8 years, and pride themselves on providing the best load
balancing
technical support available in the UK.
When you contact the
Loadbalancer.org Support Team you can guarantee a prompt, knowledgeable
response from a highly experienced technician. All our
technicians know our products inside out, and have been developing and
deploying our solutions for an average of 4 years. Resulting in fast
resolutions every time in every situation.
3 years free hardware warranty as standard
All Loadbalancer.org appliances come with 3 years hardware warranty as standard. The level of this warranty is dependant on your choice of hardware. 3 years Return to Base on SuperMicro or 3 years next day on-site engineer with Dell? The choice is yours...
Unique USB stick backup & disaster recovery method
Loadbalancer.org's unique use of USB ports on its Enterprise load balancer product range enables the backup and disaster recovery of any configuration via USB stick. On any USB stick 1 Gb or greater complete configurations can be stored and subsequently reconfigured without the need for experienced IT personnel. Simply insert the backup USB stick at reboot and the Loadbalancer.org appliance will self-configure. This unique USB backup & disaster recovery feature can significantly save time and money by providing an effective, fast solution that is unbelievably simple to perform.
Unlimited telephone support, email support, updates & maintenance
All Loadbalancer.org technical support contracts include unlimited support via telephone or email, and unlimited updates & maintenance. This, alongside our online live chat service, enables us to live up to our reputation as providing the best load balancing support.
Flexibility
Unlike other vendors
Loadbalancer.org are extremely
flexible in terms of the level and terms of support offered. We tailor
support contracts to meet your needs, not ours. If you have
requirements outside of the terms stated below then feel free to
contact
us to discuss a personal support plan. By purchasing technical
support
we automatically extend your hardware warranty and give you access to
on-line
security and features.
The
Dell
Advantage
By upgrading your hardware to Dell you automatically receive 3
years worldwide next business day on-site engineer as
standard. With the option of 24*7
on-site support
with a 4
hour response time. The
combination of
loadbalancer.org's experience and Dell's hardware provides performance
levels to match that of any load balancing vendor out there, at a truly
remarkable price.
Software & Technical
Support options |
1
Year |
3
Years |
5
Years |
Technical
Support + Maintenance |
15% |
30% |
45% |
Premium 24*7
support |
25% |
50% |
75% |
| Standard
Technical support is 9am-5pm (in your local time zone) Mon-Fri, Premium
Technical support is
24 hours * 7 days a week. The 24 hour call centre will log your call
with an email to the support centre so it is just as quick (if not
quicker) to send an email in the first place. Calls and Emails will be
dealt with on a first come first served basis. Please try to provide as
much detail as possible to facilitate rapid resolution. |
Hardware
Support options |
1
Year |
3
Years |
5
Years |
Next day
hardware replacement (SuperMicro Hardware) |
15% |
30% |
45% |
Next day
on-site engineer
(Dell Hardware) |
Free |
Free |
25% |
Premium 24*7 -
4 hour response
(Dell Hardware only) |
* |
* |
* |
Upgrading to Dell hardware provides you with 3 years next business day on-site
engineer as standard.
* Please contact sales@loadbalancer.org for specific Premium 24*7 4
hour response warranty pricing. |
Severity Definition |
Description |
Targeted
Response |
|
Site Down -
All network traffic has ceased, causing a critical impact to your
business. |
1 hour |
Priority
2
(High) |
Site at risk -
Primary unit has failed resulting in no redundancy. Site is at risk of
going down. |
4 hours |
Priority 3
(Medium) |
Performance
impaired - Network traffic is extremely slow causing significant impact
to your business.
Performance degraded - Network traffic is partially functional causing
some applications to be unreachable. |
8 hours |
Priority 4
(Low) |
General
assistance - Questions regarding configurations "how to".
Troubleshooting non-critical issue.
Enhancement request - Request for product functionality that is
currently not part of the current product feature set. |
Next Business
Day |
Loadbalancer.org
will endeavour to respond to Urgent and High Priority calls within one
and four hours respectively. Understanding that unforeseen events could
delay attempts, Loadbalancer.org expects that the majority of Urgent
and High calls will be responded to within this service Level, but such
the service response times are not guaranteed. |
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