VNS3 Support Pricing

VNS3 support is included with all subscriptions and support packages will flexibly scale to meet your needs. Please contact us to discuss any questions or concerns regarding support packaging.

Cloud Area Network

Support Packs

Each Support PACK includes 10 units for $1,500.

1 Support Unit is equivalent to 1 hour or part hour support services consumed.

Enterprise 24×7 and Active Interface 24X7 Support plans are also available that provide extended support that goes above and beyond the standard support options that are “reactive” in nature.  These plans start at $40,000 per year.  Contact our sales team determine eligibility.

Support Plan Details & Requirements

*Business Hours: 9am to 5pm US Central time Monday through Friday, excluding NYSE holidays, New Year’s Eve Day, 4th Friday of November, and Christmas Eve Day

**Lower priority cases may be initiated as Standard Support at no charge.

***Non-business Hours: 5pm to 3am US Central time Monday through Friday, all day Saturday and Sunday, and NYSE holidays, New Year’s Eve Day, 4th Friday of November, and Christmas Eve Day.

Standard Support Does NOT include:

  • Product orientation
  • Implementation services (configuration issues with 3rd party firewalls, routers, or remote gateways used to connect to VNS3)
  • Training

Enhanced Support PACKS:

  • For Support users who need high priority technical support and/or out of business hours support
  • Includes a commitment to 4 hour initial response to email requests
  • Users will receive priority over Standard Support cases for each support request
  • Cohesive Networks tracks at the rate of 1 Support Unit per hour or part hour
  • Only available in packs of ten (10) units
  • Units expire after 1 year. Only 2 unused Support units may be carried forward to the next year after renewal
  • A limit of no more than 3 identified client representatives may use Enhanced Support within an organization

Annual 24×7 Response Subscription Plan:

  • All interactions prioritized over Standard Support cases
  • Cohesive Networks tracks at the rate of 1 Enhanced Support Unit per hour or part hour
  • Units expire after 1 year. Only 2 unused Enhanced Support units may be carried forward to the next year after renewal
  • A limit of no more than 3 identified client representatives may use Enhanced Support within an organization

Requirements for Out of Hours Support:

  • 24 Hours of connected tunnel logs on file to validate the tunnel has previously been stable.
  • Completed IPsec Connection Checklist on file including make/model/firmware of the remote IPsec device

Have a question on support pricing?