Support Services

CacheGuard SupportAt CacheGuard Technologies Ltd we provide a full range of services to ensure your success with CacheGuard Web Gateway. CacheGuard Support services range from online documentations, a technical forum, a support portal and email access to our expert support engineers around the clock.

  • Need help on how to configure CacheGuard Web Gateway for your particular needs? Post your technical questions on our Technical Forum and get responses around the clock and free of charge.
  • Experience some difficulties to run CacheGuard Web Gateway? Open a ticket on our Support Portal and have a privileged access to our experts.

CacheGuard Support Services are dedicated to helping you get the most from all CacheGuard Features while improving your ROI, reducing your administration hassles and ensuring the reliability and availability of your Web traffic.

Support Levels

Because each requirement has its own assistance level, we provide different support levels as described in the following table. CacheGuard Support Services are provided under the terms of the CacheGuard Support Services Agreement.

Basic Standard Premium
Agreement Term 1 Month or 1 Year 1 Month or 1 Year 1 Month or 1 Year
Software Updates Maintenance releases Maintenance releases New releases
Support Hours Business Hours(1) Business Hours(1) 24/24
Max Response Delay Best Effort NBD (Next Business Day) 10 H
Technical Forum Access Yes Yes Yes
Support Portal No Yes Yes
Anomaly Handling(2) Fix Cost per Anomaly 3 per Year 5 per Year
Email Contact NA

(1) Our Business hours: Mon – Fri, 8:30 AM – 05:30 PM CET (Central European Time).
(2) We can handle additional anomalies at a fix cost per anomaly. Please find more information about our pricing at Purchase CacheGuard.

CacheGuard Support advantages

Expertise
Superior product knowledge is key to superior product support. The CacheGuard Support Team receives continuous training updates and have direct access to the CacheGuard Developer Team in order to provide the best possible problem resolution.

Availability
Depending on your needs and the Support Level you choose, we can deliver assistance around the globe within the next business day or 10 hours, 365 days a year. CacheGuard Web Gateway comes with a support program to fit your needs, not ours.

Ask Us
Got questions? We’ve got answers. Whether you have a specific technical question about CacheGuard Web Gateway or simply want general information about our solutions and services, we have the answer. Just post your questions on our Technical Forum and we will promptly provide responses.

Updates
Keep your CacheGuard Web Gateway up to date with the latest CacheGuard-OS version. CacheGuard Support Services enable you to have an access to both the newest CacheGuard-OS upgrades and bug fixes as soon as they are available.

Quality
At CacheGuard Technologies Ltd we are committed to consistently providing professional high-quality service and to continually improving the quality of our services to fit your needs.

CacheGuard Training

CacheGuard TrainingImplementing CacheGuard Web Gateway is rather straightforward and you can get a basing configuration running within minutes even if you are not an expert in the area of network and security engineering.

However we can organise training sessions for your technical staff to move ahead faster with CacheGuard Web Gateway in-depth learning. Our courses can give your network and security specialists a functional understanding of CacheGuard-OS deployed as a Web Gateway. We provide two types of courses:

  • One day essential training
  • Two days essential and advanced training

To get our training session prices please ASK For a QUOTE.

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