Mission Critical Support Subscription

Mission Critical subscription is meant for companies that rely on VyOS for their core networking and need prompt assistance. They offer a response time within hours, support over the phone and real-time communications over Slack or Microsoft teams, hands-on assistance for troubleshooting, disaster recovery, and system upgrades. Other benefits include priority feature requests and bugfixes, help with design and rollout planning.

This support subscription also include access to LTS software images for hardware and hypervisors from different vendors that you can deploy for staging and dev environments and add support when needed. High availability included at no additional cost.

Support channels
Annual	$ 6000
3 Years commitment-10%	$ 5400 / y billed annually
5 Years commitment-20%	$ 4800 / y billed annually
Deployments	HA Pair
Support portal
Email
Meetings (Zoom, Google Meets, MS Teams)
Chat
Phone
Technical Account Manager
Access to updates and source code
ISO image & source code
Priority bugfixes
Access to images for virtualization platforms
Generic KVM
Hyper-V
VMware OVA
Nutanix AHV
Proxmox VE (Cloud-Init)
OpenStack (Cloud-Init)
Access to images for bare metal platforms
SuperMicro
DellEMC
Lanner
SLA Coverage
Severity 1 / Reaction time	(up to) 1 Hour
Severity 2 / Reaction time	(up to) 1 Hour
Severity 3 / Reaction time	(up to) 24 Hours
Severity 4 / Reaction time	(up to) 72 Hours
Tickets	Unlimited
Special conditions	Retail, Partner

Is this subscription for me?

If your network serves essential services, critical infrastructure, or high-stakes operations, then our Mission-Critical Support subscription may be the ideal fit for you. Designed to provide top-tier assistance, stability, and reliability, ensuring your network’s optimal performance in the most demanding situations.

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What’s included in support

Technical Support

Assistance with troubleshooting and resolving issues related to VyOS performance. This support may be available through various channels, such as phone, email, or a support portal.
Service Level Agreements (SLAs)

For enterprise customers, service level agreements may be provided, outlining the VyOS Team commitment to certain levels of performance, uptime, and response times.
Subscription Support

Assistance with subscription inquiries, activation, and management of subscriptions for the VyOS.
Bug Reporting and Feature Requests

Report bugs or request new features to be considered in future updates, and releases.
Compatibility and Integration Assistance

Guidance on integrating VyOS with various hardware and software components within the network.
Remote assistance

Proactively identify and address issues in the network via remote access/control sessions.
Software Updates and Patches

Access to regular software updates, releases, bug fixes, and security patches to ensure VyOS remains up-to-date and secure.

Need assistance with with your specific needs?

Our team can help you tailor the solution to your use case.

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Critical

Severity 1

Production server or other mission-critical systems are down and no workaround is immediately available. You have had a substantial loss of service. Your business operations have been severely disrupted. Severity 1 support requires you to have dedicated resources available to work on the issue on an ongoing basis during your contractual hours.

Major

Severity 2

Major functionality is severely impaired. Operations can continue in a restricted fashion, although long-term productivity might be adversely affected. A major milestone is at risk. Ongoing and incremental installations are affected. A temporary workaround is available.

Minor

Severity 3

Partial, non-critical loss of functionality of the software. Impaired operations of some components, but allows the user to continue using the software. Initial installation milestones are at minimal risk.