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.
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
This is our phone support option and is designed to provide phone and remote configuration assistance 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.
| Phone Incidents | 6 |
| Telephone Support | 24/7 Call Center |
| 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 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.
| Support Incidents | unlimited |
| Telephone Support | 24/7 Call Center |
| Seven Day Response Time | 4-Hour Guarantee |
| Firmware Patches | yes |
| Annual Firmware Upgrade | yes |
| Dedicated Engineer | yes |
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.
