HAProxy Premium Support Details
HAProxy Enterprise and HAProxy ALOHA
|HAProxy Enterprise Supported Versions||Current Version – 5 years|
|HAProxy ALOHA Supported Versions||LTS Releases
Current Version – 5 years
All Other Releases
Current Version – 18 Months
|Critical Issue – Target Response Time||30 minutes|
|Moderate Issue – Target Response Time||2 days|
|Informational Issue – Target Response Time||3 days|
|Communication||Web, Email, Phone, Slack Live Chat|
|Maintenance And Updates|
- Maintenance Release
A collection of patches gathered over a period of time and distributed as a service pack.
A correction or a workaround for a certain bug in HAProxy.
- Target Resolution Times
The amount of time HAProxy Technologies estimates that it will take to deliver a workaround.
A solution that resolves a technical issue with the Software.
- Critical Issue
Substantialimpact tothe core functionality for which Software is used; Software is unusable; or Customer unable to produce a Workaround. Critical Issues reported by web or e-mail must be accompanied by a phone support request, preferablysimultaneously with a web or e-mail request.
- Moderate Issue
Software utility or functionality is impacted, in whole or in part, but Software is not unusable.
- Informational Issue
Minor malfunctions of Product with limited impact to utility and/or functionality; or General assistance with Software configuration (service rendered by HAProxy Technologies only remotely).