Technical Support
Our Support Program Includes
24/7 support
Access to experts
Need support?
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 >
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
