FreeBSD Technical Support Programs
For installation technical support included with the purchase of
every FreeBSD Mall FreeBSD distribution, click here.
We offer a variety of technical support programs for
FreeBSD in order to give our customers a wide range of choices to
determine how we may best help them meet their support needs. Most of the
programs have a term of one year and must be renewed annually.
Customers can initiate annual Technical Support contracts at any
time.
If you have any questions on these offerings or would like to
sign up for or change your current support contract, contact our
business office at bsdsales@ixsystems.com
Normal operating hours for BSD Technical Support are 9 am to 5 pm
Pacific Time, Monday through Friday.
The table below outlines our programs with links to more
detail.
Name
of
Program |
Cost |
POC |
Response Time |
Services |
Notes |
| Subscription |
$25 |
1 |
NA |
0 |
Updates of
the FreeBSD release on CD; Billed at each release via credit
card. |
| EMAIL |
$750 |
1 |
next business day |
1 |
Tech Support via e-mail |
| PHONE |
$1200 |
1 |
4 hrs |
1 |
Tech Support via phone, email, or fax;
Requests submitted by email will receive EMAIL
response time; Only available in North
America |
| GOLD |
EMAIL |
3 |
2 hrs |
2 |
Includes Subscription; Support by
telephone, email, or fax; Higher priority in queue;
15% discount on consulting and
training |
| PLATINUM |
EMAIL |
4 |
1 |
3 |
Includes Subscription; Support by
telephone, email, or fax; Highest priority in queue;
15% discount on consulting and training
|
| 24
x 7 |
$70,000 / CALL |
6 |
1 hr |
3 |
Includes PLATINUM; Technical Support
available anytime any day; Special number to
call |
| INCIDENT |
$40/15 minutes |
1 |
4 hrs |
1 |
Tech Support by phone
only; 30 minutes minimum. |
|
The number of individuals at a given company who are authorized to
contact FreeBSD Mall for Technical Support. Additional points of
contact (POC) may be purchased at $500 each up to a maximum of six
points of contact per company.
The following describes the types of Customer Support Services that
are available at each level. If you require services that are
offered at a higher level than the support contract you have, the
services may be rendered via consulting
or you may purchase the support contract at that level.
- Level 0
- Will help install the current RELEASE version of FreeBSD from
CD
- Level 1
- Lend help / give advice on the following:
- kernel building
- kernel tuning (hardware recognition)
- general sys admin (adduser, rmuser)
- basic network services (DNS, ftp, httpd)
- sendmail (virtual hosts)
- NFS
- general IP (ifconfig, arp, virtual hosts)
- authentication (RADIUS, login.conf)
- static routing (route)
- X server configuration
- upgrading OS (from previous version)
- serial port setup
- ppp (dial in & out, PAP)
- disk setup (partitioning)
- Everything covered in Level 0
- Level 2
- Lend help / give advice on the following:
- hardware compatibility
- kernel tuning (resource limits)
- general Unix commands (vi, rm)
- advanced network services (squid, news)
- sendmail (UUCP, anti-relay)
- advanced IP (IPsec, IPv6, VPN)
- IP filtering
- NAT (Network Address Translation)
- back ups
- adding second network
- filesystem layout / design
- Will remotely login to customer's system with ssh or telnet
to investigate problems.
- Explain in greater detail how to accomplish the topics in
Level 1.
- Level 3
- Lend help / give advice on the following:
- kernel tuning (performance)
- routing (gated)
- sendmail (spam, RBL)
- authentication (Kerberos, Token)
- system / network security
- DHCP
- Samba
- Explain in greater detail how to accomplish the topics in
Level 1 & 2
- Will help customer investigate how to accomplish certain tasks
|
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