Technical Support

Highway 9 technical support is designed for enterprises that operate Highway 9 Mobile Cloud in 24/7 production environments and cannot afford to take any downtime. It is included as part of the Highway 9 Mobile Cloud subscription.

Our Support Program Includes

24/7 Support

For high severity issues, support services are available 24 hours a day, 7 days a week via web and email

Access to experts

Connect with our experts through a dedicated support channel for personalized assistance

Need support?

You can request a support case through our support portal or via support@highway 9.com

Support Program Highlights

Support is included as a part of your subscription. Read our full Support Terms & Conditions.

All customers get access to software updates and patches via the Highway 9 Mobile Cloud Portal.

Customers can access support services 24 hours per day, 7 days a week via our support portal.

Support includes advanced hardware replacement for Mobile Edge appliances and access points.

Customer Support Plan Features

Coverage Hours	24 x 7 x 365
Access to knowledge base
Online case submission
Dedicated chat channel
Advanced hardware replacement

Highway 9 Support Portal

Gain access to comprehensive product documentation, an extensive knowledge base, and a wealth of other valuable resources

Customers can create cases by entering a case on the support portal here >

You can create a support account by registering here >

Customers can access support services 24 hours per day, 7 days a week via our support portal

Definition of severity levels and targeted initial response times

Severity Levels	Description	Response Time
Priority 1	Critical production issue affecting all users, including system, unavailability with no workaround.	1 hour
Priority 2	Major production system functionality impacted or significant performance degradation.	4 hours
Priority 3	Degraded operations: Service is operational but partially degraded and an acceptable workaround exists.	8 hours
Priority 4	Non-service impacting issues, enhancements, documentation requests	24 hours

Priority 1

Critical production issue affecting all users, including system, unavailability with no workaround.

Response time: 1 hour

Priority 2

Major production system functionality impacted or significant performance degradation.

Response time: 4 hours

Priority 3

Degraded operations: Service is operational but partially degraded and an acceptable workaround exists.

Response time: 8 hours

Priority 4

Non-service impacting issues, enhancements, documentation requests

Response time: 24 hours