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 |
Support Hours | 24×7 |
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 |
Authorized Contacts | 5 |
Consultative Support | |
Maintenance And Updates |
Definitions
- Maintenance Release
A collection of patches gathered over a period of time and distributed as a service pack. - Patch
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. - Workaround
A solution that resolves a technical issue with the Software.
- Critical Issue
Substantial impactto the 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,preferably simultaneously 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).