CacheGuard Support Services
Support Services
At CacheGuard Technologies, we offer a comprehensive range of services to ensure your success with our products. CacheGuard Support includes access to online documentation, a help portal, and email support with our experts.
Need help configuring CacheGuard for your specific needs? Post your technical questions on CacheGuard Help and get quick, free responses. If you experience any difficulties running CacheGuard, open a ticket on our Support Portal for priority access to our experts.
CacheGuard Support Levels
Since each requirement may need different levels of assistance, we offer various support tiers, as outlined in the table below. CacheGuard Support services are provided in accordance with the terms of the 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 |
| CacheGuard Support Hours | Business Hours(2) | Business Hours(1) | 24/24 |
| Max Response Delay | Best Effort | NBD (Next Business Day) | 10 H |
| CacheGuard Help Access | Yes | Yes | Yes |
| CacheGuard Support Portal | No | Yes | Yes |
| Anomaly Handling(3) | Fix Cost per Anomaly | 3 per Year | 5 per Year |
| Email Contact | NA |
(1) The Support Portal is available exclusively to Standard and Premium Support level subscribers.
(2) Our business hours are Monday to Friday, from 9:00 AM to 5:00 PM CET (Central European Time).
(3) Additional anomalies can be addressed for a fixed cost per anomaly. For more information about our pricing, please visit the Purchase CacheGuard.
CacheGuard Support advantages
Expertise
Superior product knowledge is essential for exceptional support. The CacheGuard Support Team undergoes continuous training and has direct access to CacheGuard Developers to ensure the best possible resolution for your issues.
Availability
Depending on your needs and the Support Level you select, we offer assistance globally, either within the next business day or within 10 hours, 365 days a year. CacheGuard Support is tailored to meet your needs, not ours.
Ask Us
Got questions? We have answers. Whether you need specific technical support for CacheGuard or just want general information about our products and services, we’re here to help. Simply post your questions on CacheGuard Help, and we will promptly provide you with answers. CacheGuard Help is an integral part of our support services.
Updates
Stay up to date with the latest CacheGuard-OS versions. CacheGuard Support Services give you access to new upgrades and bug fixes as soon as they become available.
Quality
At CacheGuard Technologies, we are committed to providing consistently high-quality service and continuously improving to meet your needs. Our CacheGuard Support services, along with all our products and services, are designed to uphold these standards.
CacheGuard Training
Implementing CacheGuard is simple, and you can have a basic configuration up and running in minutes—even if you’re not an expert in network and security engineering. However, we also offer training sessions for your technical staff to accelerate their learning and gain a deeper understanding of CacheGuard.
Our courses are designed to give your network and security specialists a functional understanding of CacheGuard. We offer two types of training:
- One-day essential training
- Two-day essential and advanced training
In addition to CacheGuard Support, our training programs will help you become a CacheGuard expert in record time.
For more information about our training program, please Contact Us