Support Plans & Terms

flexiWAN offers 3 support tiers

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.

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.

Who is it for?
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.

Support plans side-by-side comparison

Service / Plan

Standard

Business

Platinum

Availability

9 to 5 CET

24X7

24X7

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

12 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:

  • While the 3 registered flexiEdge instances remain forever free, support is provided for free for a limited period of time. Fill in the form below to further inquire about our support tiers and their terms
  • flexiWAN’s support services are provided only to the flexiWAN direct customers
  • Services for network architecture & design may be purchased separately

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