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.
360 Consultation Support
When customers are deploying in a complex environment where they are not sure which method to use when configuring the EdgeXOS platform, they may wish to utilize our 360 installation and consultant support service. In these scenarios this service provides a dedicated support technician to walk-through a potentially difficult install, markup network diagrams, and provide direct remote configuration support of the EdgeXOS appliance. This service includes up to six hours of assistance from a certified XOS engineer.
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.
Platform Maintenance
The platform maintenance includes the following features:
- Ongoing Firmware Updates
- Signature Updates (new application signatures for shaping, reporting, security)
- Netsweeper Web Content Filtering (annual network-based subscription)
- Spare-In-The-Air (24-hour replacement, US customers only)
- Extended Hardware Warranty (if purchased during the first two years)
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.
Annual Phone Support
Recommended support option to be sold with all appliances: This support level is designed to provide assistance when it is needed, along with firmware updates so that our customers always have the latest feature enhancements and critical support when its needed.
| Phone Incidents | 6 |
| Telephone Support | 24/7 Call Support |
| Business Day Response Time | Typically Under One Hour |
| Firmware Patches | yes |
| Annual Firmware Upgrade | yes |
Gold Support Upgrade
This support upgrade gives customers priority access to our level two engineers. Priority access means that your tickets will be immediately escalted 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.
Platinum Support Upgrade
This support level provides tier three support and is designed for customers that are looking for extensive management assistance. 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.
| Support Incidents | unlimited |
| Telephone Support | 24/7 Call Support |
| Seven Day Response Time | 4-Hour Guarantee |
| Firmware Patches | yes |
| Annual Firmware Upgrade | yes |
| Dedicated Engineer | yes |
Post-Install / Reinstatement Fees
Continuous coverage is required as part of the support program to ensure that the support team is aware of changes to the Edge appliances' configuration which in turn assists in providing quick resolution to customer issues. When support services are purchased post-installation or are allowed to lapse, the support team must become re-acquainted with the configuration and the customers network design. For this reason, there are fees associated with a post-install and reinstatement support contract. This fee is equal to 10% of the standard annual contract fee.
