Our Support Service
We are here to help you make the most of our products.
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Our Service
Our commercial paid-for products come with a free Standard Support service and include product updates for 12 months. We aim to be just another member of your team through our support services, and we strive to maintain the highest quality support and fastest response times we can.
While we strive to provide the most stable products, there are always many reasons you might need help from our support team.
- Compatibility with other vendors software
- Queries about product features and implementation
- Customization of software
- Maximizing the performance of the products
- The unexpected
Support Plans
| Standard | Advanced | Premium | |
| Price | FREE | From 99 USD/month | From 199 USD/month |
| Response Target | 24hrs | 4hrs | 2hrs |
| Unlimited Email Tickets | |||
| Screensharing | |||
| On-Premise Installs | |||
| Proactive 24/7 Monitoring* |
* Requires a persistent support tunnel to our monitoring service
Support Workflow
All of our product support is provided through a strict workflow that starts with the creation of a ticket online using our Request Form and preferably the establishment of a support tunnel. Due to the products’ technical nature, we will often need to trawl through logs, debug, and review code. This type of support is not compatible with someone waiting at the end of the telephone, and therefore, we ask that all support issues are initially logged via our ticketing system.
If you provide a telephone number, and the issue requires a call, our support team will contact you accordingly.
As long as you have an active support subscription, you can submit as many inquiries as you need. We aim to respond to all questions within 24 hours of receipt with a constructive answer or request for further information.
Renewals
After your initial 12-month support & maintenance period has expired, your entitlement to support lapses, and you will not be able to update the software to new releases.
Around 45 days before your support expires, we will email all the registered email addresses on your account to provide you with a renewal offer.
If you do not decide to renew support, please be aware that if you purchased a perpetual license and subsequently decide you need help, the costs may be higher than if you have renewed your support package on or before the expiry date. We do this because we build our software with a policy of continuous improvement. Any customers who drop support only to take it up later will benefit from the product improvements and features introduced during the lapsed period.
Free Products
We are unable to provide support for your Free product or service. We will certainly try to help if we can, but we issue our Free Edition licenses with no support guarantee. You may purchase a support subscrption for any of our Free products. Please contact us for more information.
Support Tunnels
During your interaction with our support team, they may ask you to “open a support tunnel.”. Support tunnels are a feature of our virtual appliances that will create a secure connection between your device and our support servers. Once connected, our support team can access your machine and investigate the situation securely.
You do not need to open up firewall ports for this feature. It is a reverse connection that opens upon your authority in the VM console. It uses a secure, reverse SSH connection over the commonly used HTTPS port 443, and assuming your appliance has Internet access; it should work without additional configuration. If you need to configure your firewall to allow external access to this service you should allow for traffic to https://support.logonbox.com.