KEMP Support | DNS Load Balancing | IP Load Balancing

Technical Support

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Since 2000, KEMP's network engineers and technical professionals have been providing expert systems support for customers ranging from small and medium businesses to Fortune 100 enterprises.

KEMP’s support team includes Microsoft Exchange, Lync and SharePoint certified professionals, VMware certified professionals and general networking and high availability experts.

With over 26,000+ clients, KEMP's support expertise covers a wide range of design configurations and system complexities. Our engineers are here to make sure you get the most value from your LoadMaster, both rapidly and efficiently.

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Technical Support Plans

Basic Support

5 x 10 Business hr. support, back to base replacement, support resources access and software updates.

Premium Support

24 x7 hr. support, priority phone support, advance replacement, support resources access and software updates.

Premium Plus Support

24 x7 hr. support, priority phone support, 4 hr. replacement w/onsite engineer, remote configuration services (RCS) support resources access and software updates.

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Additional Support Services (also available for purchase via the KEMP Reseller Channel)

Add support options to help optimize your deployment

 

Remote Configuration Services

RCS engagements allow customers to schedule a time convenient for them for deployment support. The Professional Services team works around the customer’s schedule to help them get their application deployments running as quickly as possible. The offer includes up to 4 hours with a KEMP expert.

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Rules Migration Services

KEMP is all about offering customers options. We know that both requirements and environments change. To support these dynamic needs, KEMP’s expert support team offers customers assistance in migrating from the rules and scripting languages used for traffic control in other load balancing solutions as they move to KEMP LoadMaster offerings.


Support Resources

Technical Support Plans

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Service Description
 
Basic *
Premium
 
Premium Plus
1 Hour Initial Response SLA      
5 x 10 Support Availability      
Phone Support      
Email Support      
Online Support      
Software Updates      
Access to App Templates      
Knowlage Base Access      
Support / Security Announcements      
Basic Content Rule Support      
Priority Phone Support      
24 x 7 Support Availability      
Advance Replacement      
Tier 3 Phone Support      
4-hr delivery      
Delivery with a technician      
Incl. Advanced Content Rule Support*      
Incl. Remote Configuration Services*      
Support Manager Queue Alerting      
Free VLM-200 Included w/Purchase      
Included Hardware Refresh*      
       

* Service availability varies by location. Speak with your local KEMP Authorized reseller for more details. Basic Support is included at no additional cost for one year with every LoadMaster purchase. Advanced content rule support is available as a paid add-on service at any support level. Remote Configuration Services are available as a paid add-on service at any support level. Hardware refresh available at the end of a 3-year Premium Plus support subscription with the purchase of an additional 3-year renewal.