Standard
The flexiWAN standard support level offers 9×5 support services. This option is included in both free and paid accounts:
- Free accounts – Included for a limited period of time to allow our customers to try flexiWAN and conduct a POC while receiving our excellent technical support
- Paid accounts – Requires payment from 1st flexiEdge instance and a minimum payment in the value of 3 flexiEdge instances
Who is it for?
Great for production deployments that don’t require support beyond working hours and for those testing and evaluating flexiWAN.
Great for production deployments that don’t require support beyond working hours and for those testing and evaluating flexiWAN.
High-Touch
The flexiWAN high-touch support plan includes, personal, remote support services
offering guidance, configuration, installation, issue analysis, hardware sizing, best
practices, and pre-scheduled video calls. The high-touch support comes as a boundle
with 10 flexiEdge licenses offering an attractive option optimizing cost while not
comprimizing advanced support.
Who is it for?
Ideal for production and pre-production phases for those requiring a high-level support tier at a lower cost than the 24×7 support options. Typically enterprises and service providers are onboarded to this support level or a more advanced 24×7 tier.
Ideal for production and pre-production phases for those requiring a high-level support tier at a lower cost than the 24×7 support options. Typically enterprises and service providers are onboarded to this support level or a more advanced 24×7 tier.
Business
The flexiWAN Business support plan includes 24×7 support services for system availability and recovery based on an SLA. This plan includes an initial response from our NOC as well as an escalation team of flexiWAN engineers in a follow-the-sun geo-location presence.
This support tier is a good balance between cost and 24×7 support availability.
This support tier is a good balance between cost and 24×7 support availability.
Who is it for?
Customers in production or MSPs conducting customer POC that require 24×7 and SLA-based support.
Customers in production or MSPs conducting customer POC that require 24×7 and SLA-based support.
Platinum
The flexiWAN Platinum support plan is the flagship customer support service of
flexiWAN offering 24×7 support, an enhanced SLA, and an enhanced escalation
team that includes more on-call engineering resources.
Who is it for?
Customers with production mission-critical environments that require 24×7 support for system availability.
Customers with production mission-critical environments that require 24×7 support for system availability.
Support plans side-by-side comparison
Service / Plan
Standard
High-Touch
Business
Platinum
Availability
9 to 5
9 to 5
24X7
24X7
Email Support
N/A
N/A
N/A
Enhanced Email & Scheduled video calls support
-
Advanced Troubleshooting
-
Installation Assistance
-
HW selection and scoping
-
Configuration Assistance
(planning and on-going changes)
-
SLA
-
-
NOC
-
-
Escalation Team Alerting
-
-
Enhanced SLA
-
-
-
Root Cause Analysis
-
-
-
SLA
Service / Plan
Severity
Business
Platinum
Response Time &
Engineering Handling
P1 – Critical
P2 – Major
P3 - Minor
1 hour
2 hours
3 hours
30 minutes
30 minutes
1 hour
First Status Report
P1 – Critical
P2 – Major
P3 - Minor
6 hours
8 hours
12 hours
2 hours
4 hours
6 hours
Status Report Intervals
P1 – Critical
P2 – Major
P3 - Minor
6 hours
12 hours
24 hours
2 hours
6 hours
12 hours
Ticket Severity Definition
Severity
Impact
Description
P1-Critica
Data Plane Service not available
This relates to incidents that cause the data plane level of the service not to function. This is defined as cases in which the data plane communication between flexiEdge instances is not available, Direct Internet Access is not available specifically because of a flexiEdge malfunction (not due to internet provider issues), or that a flexiEdge instance that was previously running has stopped running.
P2-Major
Service is severely degraded
The flexiWAN service is available, but performance or some critical features are severely degraded, affecting the normal use of the flexiWAN service. This is defined as performing critical operations on the existing network that cannot be delayed. An example of such a major operation is registering a device, changing of device configuration (IP address, policies configuration, tunnel deployment, device not connected to management platform...).
P3-Minor
Non-critical malfunction
The flexiWAN service is available and critical functions are usable, but there is a non-critical malfunction. An example of such non-critical functions is the inability to create or edit users, network monitoring information that is not available, service monitoring information, or software upgrade of a flexiEdge instance that can't be performed.
P4-Slight
How-to support questions
Questions related to the usage of the flexiWAN service and configuration settings. This category is not included in the 24x7 support services.
Notes:
- flexiWAN may request customers to purchase the High-Touch support tier (as a minimum tier level)
- flexiWAN’s support services are provided only to the flexiWAN direct customers
- Services for network architecture & design may be purchased separately