VNS3 Support Plans

A wide ange of support options for customers with small connectivity use-cases to enterprises running business critical, strategic, and secure applications in the cloud.

Cohesive Networks offers support plans to match your needs. Need help? We can get your cloud projects back on track. We offer free forum support, standard email support for all paid edition users through our support site.  Response time SLAs, support numbers and priority access are provided via Enhanced Support Packs and 24/7 Response Subscriptions.

Standard Support does not include product orientation, implementation services (configuration issues with 3rd party firewalls, routers, or remote gateways used to connect to VNS3) or training. For services,  please contact our sales department for more information.

Free Forum Support

Cohesive Networks provides technical support to our Free Edition users via the Cohesive Networks ZenDesk forum.  Cohesive Networks will respond in a timely manner, as available, to all forum questions. Forum support is the default commitment for all free proof-of-concepts, pilots,and trials.

Premium Support Plans

Standard

Included in all product subscriptions
Forum support for all product subscriptions
sla:
  • Confirmation of request is best effort
  • Initiation of response is best effort
  • Resolution/Response best efforts are continued during business hours
business hours1:
Best efforts
non-business hours3 scheduled:
Best efforts
non-business hours unscheduled:
Best efforts
live instant messaging:
Not Available
live voice interaction:
Not Available
Cohesive Support Site

Enhanced

$1,500 for “pack” of 10 Support Units
Priority response via usage of support units
sla:
  • Priority Service
  • 4 hour Response
  • Response/Resolution efforts are priority during business hours
business hours:
1 support unit2
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
Email Support

24x7 Response

$5,000 per annum + (2) $1,500 packs
Prepaid plan for “anytime” access to support
sla:
  • High Priority Service
  • 1 hour Response
  • 24x7 On Call
  • Response/Resolution efforts continue 24/7
business hours:
1 support unit2
non-business hours scheduled:
1 support unit
unscheduled production outages:
1 support unit
live instant messaging:
Included
live voice interaction:
Included
Call Your Support Number

Support PACKS*

Support PACKS include 10 units for $1,500
1 Support Unit is equivalent to 1 hour or part hour support services consumed
Buy a Support PACK

24x7 Subscription

Clients receive a custom telephone number to call during production outages
The total cost for 24x7 Support is $8,000 total ($5,000 subscription + 2 Support PACKS)
Subscribe to 24x7

Support Plan Details & Requirements

1Business Hours: 9am to 5pm US Central time Monday through Friday, excluding NYSE holidays, New Year’s Eve Day, 4th Friday of November, and Christmas Eve Day

2Lower priority cases may be initiated as Standard Support at no charge.

3Non-business Hours: 5pm to 3am US Central time Monday through Friday, all day Saturday and Sunday, and NYSE holidays, New Year’s Eve Day, 4th Friday of November, and Christmas Eve Day.

Standard 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 Standard 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

Annual 24×7 Response Subscription Plan

  • All interactions prioritized over Standard 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 VNS3 Checklist (or .xls form) on file including make/model/firmware of the remote IPsec device

Questions about Support Pricing?

Get in touch