Support Plans
| AppGate Free Edition | AppGate Security Server | ||||||
|---|---|---|---|---|---|---|---|
| Virtual Appliance | Virtual Appliance | Hardware Appliance | |||||
| No support | AFE Silver $99/month | AFE Gold $199/month | Regular | 24/7 | Regular | 24/7 | |
| Virtual Images | Yes | Yes | Yes | Yes | Yes | No | No |
| Max users online | 10 | 10 | 10 | As contracted | As contracted | As contracted | As contracted |
| Security Updates | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
| Access to documentation | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
| Provisioning SMSs4 | No | Yes | Yes | Yes | Yes | Yes | Yes |
| Update Packages | No | Yes | Yes | Yes | Yes | Yes | Yes |
| Email Support | No | Yes | Yes | Yes | Yes | Yes | Yes |
| Technical Contacts2 | 0 | 1 | 3 | Unlimited | Unlimited | Unlimited | Unlimited |
| Support Cases | 0 | 4/year | 12/year | Unlimited | Unlimited | Unlimited | Unlimited |
| Response Time | No | 3 BD3 | 2 BD3 | As contracted | As contracted | As contracted | As contracted |
| Phone Support | No | No | No | Yes | Yes | Yes | Yes |
| Non Office hours support1 | No | No | No | No | Yes | No | Yes |
| Hardware Support | No | No | No | No | No | Yes | Yes |
| Contact your local sales partner to contract support for AppGate Security Server, or use our contact form and we will contact you. | |||||||
1 Office hours are 08.00-16.00 CET
2 Technical Contacts are registered when support is purchased. They can file support cases with AppGate and will be notified about security updates and regular updates.
3 BD: Business days.
4 Provisioning means sending "magic" SMSs to mobiles that helps the unit download and install the AppGate client and configure it. Up to 50 SMSs can be sent every month without extra charge.
Support packages for the Free Edition can be purchased online. Minimum subscription period is 12 months.
AppGate Security Server requires a support contract