Service Plan

Support Services

The program of Support Service is designed for the customers who need continued protection for the Q-Balancer appliances through on-going Software updates and advanced technical support. Our Support Services is available during normal business hours, or 24x7, depending on your needs.

Level-A Support Service 24x7    

The Level-A Support Service is designed for the customers with mission-critical network requirements where downtime is strictly not allowed. The Level-A Support Service is available in one-, two- and three-year agreements, and is a round-the-clock support service that includes:

  • Software Support- Software maintenance and updates
  • Hardware Maintenance – Same day shipment of replacement for faulty hardware 
  • Telephone/Email/Web-based Support – For 24×7 technical assistance

With this agreement our skilled engineers ensure you receive the best service possible whenever you need it. The Level-A Support Service allows you to access our knowledgebase and all our new feature or Software throughout the year. This service is the most complete way to keep your Q-Balancer appliances running smoothly and efficiently.

Level-B Support Service 8*5

Customers who need advanced technical support, the additional benefits of on-going software, and Software updates can be satisfied with the Level-B Support Service. The Level-B Support Service is available in one-, two- and three-year agreements that includes:

  • Software Support- Software maintenance and updates
  • Hardware Maintenance – Shipment of replacement for faulty hardware in 3 days
  • Telephone/Email/Web-based Support – For technical assistance during business hours (9:00 am – 5:00 pm, Taiwan Time, Monday – Friday)

With this agreement our skilled engineers ensure you receive the best service possible when you need it. The Level-B Support Service allows you to access our knowledgebase and all our new feature or Software throughout the year. Our engineers are available 8 hours a day, 5 days a week Taiwan Time. This service is the most cost effective way to gain support for your Q-Balancer appliances.

Level-C Support Service (One-Year Limited Warranty Extension) 

The Level-C Support Service is designed for customers with their own certified IT staff. This simplified program includes:

  • Software Support- Software maintenance and updates
  • Hardware Maintenance- Hardware Repair/ Return To Factory 
  • Basic Support- Offering through resellers

Reinstatement for Support Services

Q-Balancer requires continuous coverage for support agreements. Appliances with an expired warranty or support agreement are considered to be “out of support compliance.” Support Services Reinstatement provides the opportunity to bring these Q-Balancer appliances back into compliance and up to date. Generally, new agreements are retroactively activated to the expiration date of the most recent warranty or support agreement. 

Customers with appliances that have an expired warranty or support agreement who purchase Q-Balancer Support Services Reinstatement and a new one-, two- or three-year support agreement receive a full 12/24/36 months of support from date of activation. Besides, in Q-Balancer Support Services Reinstatement, technical support and firmware upgrade are included except hardware warranty. 

Firmware Upgrade

Yes

Telephone/Email/Web-based Support

Yes

Hardware Warranty

No

Advanced Hardware Replacement

Same day shipment for replacement of faulty hardware, but arrival not guaranteed

Pre-configuration Service

Customers wishing to rollout Q-Balancer products can ensure smooth installation through the use of our pre-configuration service. An experienced engineer will handle the whole process from initial consultation to post-installation checks. This option ensures you or your customer to get the Q-Balancer appliance up and running quickly with no hassle.

If you require assistance with the configuration of your purchased Q-Balancer appliance, then we are able to pre-configure your Q-Balancer appliance according to your specific requirements. This can be completed before delivery to save you time.

The pre-configuration of Q-Balancer contains the following:

  • ISP Load Balancing
  • Inbound Load Balancing
  • ISP Bonding (client)
  • VPN Bonding
  • QoS