Support Programs

XRoads Networks offers a variety of support programs designed to fit the various needs of our customers. These options include:

• 360 Installation Support
• Platform Maintenance
• Bronze Annual Support
• Silver Annual Support
• Gold Annual Support
• Platinum Annual Support
• Post-Install / Reinstatement Fees

360 Installation Support

When customers are deploying in a complex environment the support assistance required may take longer than the standard 90 minutes allocated for normal installations. In these scenarios XRoads' has developed our 360 installation service which provides a dedicated support technician to walk-through a potentially difficult install, markup network diagrams, and provide application configuration support. This service includes up to six hours of assistance from a certified Edge platform engineer.

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)
• XOS Global Manager Access

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.

Bronze Annual Support

Recommended support option to be sold with the Edge2WAN 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.

Silver Annual Support

Minimum for EdgeXL-20 Series: This support level is for customers that require immediate equipment replacement in the event of a major outage, continuous firmware updates to stay current with the latest patches and priority access over bronze level requests.

Gold Annual Support

Minimum for EdgeXL-50 Series: This support level is designed for customers with more complex support requirements and that require priority access to the technical support staff. This support level also includes firmware patches and instant access to the spare-in-the-air program.

Platinum Annual Support

This support level provides tier one 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 the spare-in-the-air program as well as our feature development program where direct customer feedback is used to develop new feature sets which may be tailored to the customers specific needs.

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.