Vyatta Global Customer Support Center
Peace of Mind from a Skilled, Professional Support Organization 
Vyatta Global Customer Support is included with all Vyatta software subscription and hardware appliance purchases and is available in three tiers to address customer requirements for service level and response time. Vyatta Global Customer Support (GCS) options include Premium level 24x7 emergency support with priority SLA and 1 hour response time, Enterprise12x5 business hour telephone support and Basic level support for customers requiring software updates only.
Premium Support
The Vyatta Premium Subscription is ideal for mission-critical installations where telephone support and 7x24 response time, priority SLA and customer hot fixes are essential. Premium Edition Support includes an introductory set of Vyatta University online training courses and full access to the Vyatta Support Portal. All Premium Support customers receive proactive notifications of software updates, security notifications, patches and feature releases for the duration of the Vyatta subscription.
Enterprise Support
For customers who need access to a professional support organization, Vyatta offers Enterprise Support, which offers access to phone and e-mail support during business hours (6am-6pm PT, M-F). Enterprise support includes includes an introductory set of Vyatta University online training courses and full access to the Vyatta Support Portal. All Enterprise Support customers receive proactive notifications of software updates, security notifications, patches and feature releases for the duration of the Vyatta subscription.
Basic Support
For businesses that aren’t using Vyatta in a mission critical environment and don’t require access to Vyatta Global Customer Support, Vyatta’s Basic Edition is the way to go; it provides access to the exclusive Vyatta subscription edition feature set as well as ongoing access to all software updates, security notifications patches and updates.
Vyatta Subscription Plan Details
|
Service Description
|
Basic Subscription
|
Enterprise Subscription
|
Premium Subscription
|
|---|---|---|---|
| SUBSCRIPTION SERVICES: DOCUMENTATION & TRAINING | |||
|
Expert Documentation |
Included |
Included |
Included |
|
Extensive Knowledge (Click to Search) |
Included
|
Included |
Included |
|
Vyatta University Course
|
N/A |
4 included |
4 included |
|
SOFTWARE UPDATES AND MAINTENANCE – COMPILED BINARY DISTRIBUTION FOR: |
|||
|
Bug Fixes
|
All |
All |
All |
|
Patches |
All |
All |
All |
|
Enhancements |
All |
All |
All |
|
Security Alerts |
All |
All |
All |
|
Upgrade and Patch Support |
All |
All |
All |
| VYATTA GLOBAL CUSTOMER SUPPORT | |||
|
Normal Phone Hours
|
None |
5 x 12 6am - 6pm PST |
5 x12 6am - 6pm PST 7 x 24 Emergency |
|
Authorized Callers |
N/A |
2 per site |
Unlimited |
|
Web-Based Ticketing |
None |
Included |
Included |
|
Case SLA |
N/A |
Severity-Based |
Priority Response |
