VNS3 Support Pricing
VNS3 support is included with all subscriptions and support packages will flexibly scale to meet your needs. Please contact us to discuss any questions or concerns regarding support packaging.
Basic Support
- All product subscriptions include free forum support.
- SLA:
- Standard Service
- 12 Business Hour Response
- Resolution/Response best efforts are continued during business hours
- Business Hours:
- Best efforts
- Non-Business Hours Scheduled:
- Best efforts
- Non-Business Hours Unscheduled:
- Best efforts
- Live Instant Messaging:
- Not Available
- Live Voice Interaction:
- Not Available
Enhanced Support
- Priority response via usage of support units. Each 10 support units purchased as a “pack” of units.
- SLA:
- Priority Service
- 4 Business Hour Response
- Response/Resolution efforts are priority during business hours
- Business Hours:
- 1 Support Unit
- Non-Business Hours Scheduled:
- 2 Support Units
- Non-Business Hours Unscheduled:
- 3 Support Units
- Live Instant Messaging:
- Included
- Live Voice Interaction:
- 1 Support Unit Surcharge
Standard 24x7 Support
- Prepaid plan for “anytime” access to support. This package includes 20 support units.
- SLA:
- High Priority Service for Unplanned Production Outages
- 24×7 On Call with 1 Hour Response
- Includes 3 Named Contacts
- Business Hours:
- 1 Support Unit
- Non-Business Hours Scheduled:
- 1 Support Unit
- Non-Business Hours Unscheduled:
- 1 Support Unit
- Live Instant Messaging:
- Included
- Live Voice Interaction:
- Included
Support Packs
Each Support PACK includes 10 units for $1,500.
1 Support Unit is equivalent to 1 hour or part hour support services consumed.
Enterprise 24×7 and Active Interface 24X7 Support plans are also available that provide extended support that goes above and beyond the basic support options that are “reactive” in nature. These plans start at $40,000 per year. Contact our sales team determine eligibility.
Support Plan Details & Requirements
*Business Hours: 3am to 5pm US Central time Monday through Friday, excluding NYSE holidays and UK public holidays.
**Lower priority cases may be initiated as Basic Support at no charge.
***Non-business Hours: 5pm to 3am US Central time Monday through Friday, all day Saturday and Sunday, and NYSE holidays, and UK public holidays.
Basic Support Does NOT include:
- Product orientation
- Implementation services (configuration issues with 3rd party firewalls, routers, or remote gateways used to connect to VNS3)
- Training
Enhanced Support PACKS:
- For Support users who need high priority technical support and/or out of business hours support
- Includes a commitment to 4 hour initial response to email requests
- Users will receive priority over Basic/Enhanced Support cases for each support request
- Cohesive Networks tracks at the rate of 1 Support Unit per hour or part hour
- Only available in packs of ten (10) units
- Units expire after 1 year. Only 2 unused Support units may be carried forward to the next year after renewal
- A limit of no more than 3 identified client representatives may use Enhanced Support within an organization
Standard 24×7 Subscription Plan:
- All interactions prioritized over Basic/Enhanced Support cases
- Cohesive Networks tracks at the rate of 1 Enhanced Support Unit per hour or part hour
- Units expire after 1 year. Only 2 unused Enhanced Support units may be carried forward to the next year after renewal
- A limit of no more than 3 identified client representatives may use Enhanced Support within an organization
Requirements for Out of Hours Support:
- 24 Hours of connected tunnel logs on file to validate the tunnel has previously been stable.
- Completed IPsec Connection Checklist on file including make/model/firmware of the remote IPsec device