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 24×7, depending on your needs.

Level-A Support Service 24×7

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: 

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

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:

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

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 – Standard Warranty Support

Support Services Reinstatement

Q-Balancer requires continuous coverage for support agreements. Appliances with an expired support agreement are considered to be “out of support compliance.” Our Support Services Reinstatement provides the opportunity to bring these Q-Balancer appliances back into compliance and up to date. The following programs are the Support Service Reinstatement we offer to our customers:

Program A:

In Program A new agreements are retroactively activated to the expiration date of the most recent one-year support agreement. Customers with appliances that have expired support agreements who purchase the program A of Support Services Reinstatement receive a full support from date of activation. The program A of Support Services Reinstatement covers technical support, firmware upgrade, and hardware warranty.

Program A of Support Services Reinstatement

Firmware Upgrade

Yes

Telephone/Email/Web-based Support

Yes

Hardware Maintenance

Yes

Program B:

In Program B new agreements are activated upon the date of purchasing support agreement. Customers with appliances that have expired support agreements who purchase the program B of Support Services Reinstatement receive a full support from the date of activation. The Program B of Support Services Reinstatement covers technical support and firmware upgrade, while hardware maintenance is not included.

Program B of Support Services Reinstatement

Firmware Upgrade

Yes

Telephone/Email/Web-based Support

Yes

Hardware Maintenance

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. Our pre-configuration services contain the following: 

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