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

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