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To cover the different support requirements for enterprise support, TCPWave offers yearly support contracts labeled Silver, Gold or Platinum.
TCPWave support contracts for the appliances covers issues related to software installation, maintenance, updates, configuration, logging and troubleshooting. This includes, generic DNS questions (DNS resolution, DNS tracing, debugging DNS anomalies) as well as DNSSEC (trust anchor repositories, DNSSEC validation, DNSSEC troubleshooting).

 

The Silver level contract This contract is designed for small businesses. It includes:
  • Email and phone access. Phone access is available extended business hours (EST) on working days (12/5).
  • Guaranteed technical response within half a business day for critical issues.
  • Critical issues must be reported via phone and clearly communicated as critical.
  • Guaranteed technical response for non-critical incidents within one business day.
  • 15 support incidents or 15 hours of support, whichever comes first

 
The Gold Level Support contract This contract is designed for business critical environments. It includes:
  • Direct access to a senior TCPWave Professional with an in-depth knowledge of the customer's DNS and network infrastructure.
  • One 4 hour on-site visit per year and one phone conference call.
  • Annual report on DNS and network infrastructure along with suggestions on improvements.
  • Email and phone access. Phone access is available 24 hours per day, every day (24/7/365).
  • Guaranteed technical response within 4 hours (regardless of business hours) for critical issues.
  • Critical issues must be reported via phone and clearly communicated as critical.
  • Non-stop service regardless of business hours to resolve critical issues.
  • Guaranteed technical response for non-critical incidents within one business day.
  • 20 support incidents or 20 hours of support, whichever comes first.

 
The Platinum Level Support contract is designed for large multinational companies with global data centers.  It provides:
  • Direct access to a senior TCPWave Professional with an in-depth knowledge of the customer's DNS and network infrastructure.
  • One on-site visit (1 day) per year and one phone conference call.
  • Annual report on DNS and network infrastructure along with suggestions on improvements.
  • Email and phone access. Phone access is available 24 hours per day, every day (24/7/365).
  • Guaranteed technical response within 4 hours (regardless of business hours) for critical issues.
  • Critical issues must be reported via phone and clearly communicated as critical.
  • Non-stop service regardless of business hours to resolve critical issues.
  • Guaranteed technical response for non-critical incidents within one business day.
  • Response from a TCPWave engineer within 20 minutes of placing a severity 1 call.
  • Unlimited support incidents or and unlimited hours of support..
Contact customercare@tcpwave.com  or your local sales representative for additional details.