360 Installation Support
In order to provide our customers with a quick and
easy deployment XRoads Networks offers our
360-Installation Support program. 360 support provides
customers with a dedicated support technician to
walk-through the initial configuration parameters,
methods for installation, and general product training
Q&A. Simply schedule a support installation with your
project manager at least 24 hours in advance and a
support engineer will contact you at the scheduled time.
Additional phone and remote configuration assistance is
also provided along with ticket tracking. The support
technician may also generate a network diagram to assist
in the deployment process which would be provided to the
customer for future reference.
Basic Installation Support
XRoads Networks includes 30-days of online and email
based installation support for every new product
purchase. Customers with support contracts also receive
phone-based remote technical assistance with getting
their appliance up and running. Installation support
includes a complete network diagram of their
infrastructure in order to make deployment quick and
easy. Support contracts are non-refundable if
phone-based installation assistance is utilized.
Pre-Configuration Support
If you would prefer to have your EdgeXOS platform
pre-configured prior to shipping make sure to ask your
sales representative about our pre-configuration support
option. With pre-configuration support an XRoads
Networks representative will obtain the configuration
information prior to shipment and configure the EdgeXOS
appliance so that when it is shipped it is ready to be
deployed with no additional configuration. The first
hour of pre-configuration is included with this option,
additional hours may be required but the customer will
be informed if additional hours are required. This option is highly recommended for first time
customers.
OnSite Installation Support
OnSite installation support is available within the
continental United States and consists of a qualified
engineer providing the remote hands necessary in order
to get the appliance installed. The customer must fill
out one of our pre-configuration guides prior to the
on-site technician going onsite in order to ensure a
quick an easy installation. There is an additional cost
for onsite installations.
Extended Hardware Warranty w/Spare-In-The-Air
This support package includes an extended hardware
warranty for the advanced replacement of EdgeXOS
appliances in the event of a hardware failure after the
first year of service. To qualify for the exteneded
warranty this extension must be purchased within the
first year of ownership and continuously renewed. This
program is valid only for appliances which are within
three years of purchase and includes the following
features:
- Spare-In-The-Air (advanced replacement, 24-hour
overnight shipping US customers only)
- Extended Hardware Warranty (requires enrollment
from date of purchase, up to three years)
Annual Phone & Platform Maintenance Support
This is our phone and firmware support option and is
designed to provide phone and remote configuration
assistance along with firmware updates when needed.
Support is typically handled on a call back basis by a
level 2 support technician, with emergency support
provided within an hour of the initial ticket time. This
support level also provides escalation to our
engineering team when needed. Level 2 support call-back
hours are from 8am to 8pm EST. If you have any major
changes that you plan to make, please schedule a support
call at least 24 hours in advance so that we can have an
engineer on stand-by. XOS Updates Include:
- Ongoing Firmware & Feature Updates
- Signature Updates (new application signatures
for shaping, reporting, security)
New signature updates can be set to download on a
daily, weekly, or monthly basis and include updates to
all of the databases mentioned above.
Gold Support Upgrade
This support upgrade gives customers priority access
to our support team with the ability to obtain scheduled
phone support after hours and during the weekend.
Priority access means that your tickets will be
immediately escalated and are the first to be addressed
by our engineering team. Gold support also gives our
customers the ability to make feature requests to be
added to our product roadmap.
After hours and weekend support must be pre-scheduled
in advance to ensure that a level 2 technician is
available to assist when needed.
Platinum Support Upgrade
This support level provides tier three support and is
designed for customers that are looking for around the
clock access to a dedicated support engineer. This level
of support provides 24x7 dedicated technical support and
can be used to provide the customer with scheduled
monthly maintenance activities as well as firmware
patches, configuration changes and other requested
system changes on a scheduled basis. In addition,
Platinum customers have access to our firmware
development program where direct customer feedback is
used to develop new feature sets which may be tailored
to the customers specific needs.
New signature updates can be set to download on a
daily, weekly, or monthly basis and include updates to
all of the databases mentioned above.
Reinstatement & Support Contract Discounting
All support contracts purchased within 30-days of the
appliance purchase are discounted 15%. This is also true
for all renewals which are paid within 30 days of the
renewal date. If a support contract is not purchased
within the first 30-days after an appliance purchase, or
a contract is not renewed once its term has been
completed, then the 15% discount can not longer be
applied. Thus any support contract purchased or renewed
after the 30-day window will be charged at full price.
Please be aware of these additional amounts when
deciding whether and when to purchase support for the EdgeXOS platform. All MSRP pricing is quoted at the
discounted price.
Support
Programs