Enterprise Support

Enterprise Edition: Support Options

  • Basic Support: Subscription to stable, tested, software updates. Help via email and a dedicated enterprise forum.
  • Gold Support: fast mission-critical support and pro-active FreeNAC system monitoring/alerting.
  • Consulting support on an hourly basis is available for once off project tasks such as System Installation, Training and Concept definition.

FreeNAC is sold as a monthly subscription service depending on the number of active end devices and the level of support required.

Gold Support

Gold support offers priority support. Response is provided by Email, Instant Messaging and an Issue-tracking system.

Response time depends on the severity of the issue, defined as follows:

    • S1- Your network is "down" or there is a critical impact to your business operations.. Response within one hour.
    • S2 - Operation of an existing network is severely degraded. Response within one hour.
    • S3 - Operational performance of your network is sub-optimal. Response within one day.
    • S4 - You require information or assistance. Response within three days.

Guaranteed response time is currently limited to office hours (08h-17h, Central European time). However, a ‘best effort’ is provided for S1 and S2 issues outside these hours.