24/7-Support mit höchster Priorität und unbegrenzter Unterstützung
When money is moving, when patient data is being queried, when campaign-day traffic surges — the system has to recover in minutes. Elite Support writes that expectation into the contract: a 5-minute first response on a critical issue, expert engagement within 10 minutes, a dedicated Technical Account Manager (TAM) who knows your team, and 7/24/365 availability with no weekend, night, or holiday gap.
Unlimited support requests, a proactive quarterly health audit, quarterly business review with your Technical Account Manager (TAM), priority optimization, and 24 hours of remote assistance per year are all included. It's the most comprehensive package — designed for infrastructure where the cost of downtime is measured in minutes.
Elite differs from the other tiers not by price but by what happens during a critical incident: your team waits minutes, not hours. The four commitments below form the foundation of the Elite contract.
When an S1 critical issue is opened, the first response begins in 5 minutes and the technical engagement starts within 10. The request does not wait in a queue.
A dedicated Technical Account Manager (TAM) knows your system, runs quarterly business reviews, recommends optimizations, and escalates complex requests directly to the engineering team.
No annual support request quota. Incident response, configuration questions, advisory work — nothing is metered. You open as many as you need.
System health, security posture, configuration drift, and capacity trends — our experts report before issues surface. Findings turn into action items.
How quickly each issue type will be answered is defined. The table below contains the response times Elite commits to in your contract, along with the operational quality indicators.
| Priority Level | First Response (FRT) | Technical Engagement (TRAT) |
|---|---|---|
| S1 — Critical (production down) | 5 min | 10 min |
| S2 — High priority | 10 min | 20 min |
| S3 — Medium priority | 30 min | 60 min |
| S4 — Low priority | 60 min | 240 min |
Operational quality indicators
FRT (First Response Time) marks support request acknowledgement; TRAT (Technical Response and Analysis Time) marks the first expert engagement. 7/24/365 access applies at every priority level.
Which channels you reach us on, what request types are handled, when access is available, how escalation flows — the operational side of the contract, drawn in clear lines.
Onsite engineer visits, accelerated hardware replacement (RMA), and additional remote assistance hours beyond the standard 24 — these three items fall outside the standard Elite scope and are licensed separately as add-on services below.
Elite is designed for environments where the cost of downtime is measured in minutes. The four profiles below represent the typical Elite customer.
Financial institutions where customer interaction times tie directly to revenue, customer trust, and regulatory oversight.
Healthcare organizations where patient records, clinical data flow, or telehealth portals require uninterrupted access.
Online retail infrastructures running thousands of daily transactions, campaign cycles, and seasonal traffic surges.
Large multi-location organizations with thousands of users that require guaranteed uptime and fast escalation.
The standard Elite scope may not cover every scenario. Onsite engineer, additional remote assistance hours, and accelerated hardware replacement are optional services licensed separately to your needs.
A certified engineer comes to your site — five packages from one-off visits to twice-monthly visits: OnSite-1, 4, 6, 12, 24.
Pre-purchased remote assistance blocks added on top of the 24 hours included with Elite: 1, 10, 20, 40, and 80 hour options.
RMA speed options: standard, priority (1 week), express (next business day), critical (same-day shipping), or onsite (4-hour onsite at Tier-1 locations).
Add-on services are licensed separately. They can be layered on top of your Elite package and renew along with the contract term.
Echtes Feedback von Enterprise-Kunden über die Qualität des technischen TR7-Supports
"Eines der Dinge, die wir am meisten an der TR7 WAAP Load Balancer-Lösung schätzen, ist der außergewöhnliche Support. Das TR7-Support-Team ist immer verfügbar, reaktionsschnell und wirklich hilfsbereit und freundlich."
"TR7 hat ein großartiges Support-Team, agil und effektiv. Es schafft scharfe Lösungen mit seinen Fähigkeiten. Es ist besonders erfolgreich bei WAAP und Load Balancing."
"TR7 ist wirklich gut in Bezug auf benutzerfreundliche Oberfläche, einfache Bedienung, Fähigkeiten und vor allem technischen Support. Wir haben überhaupt keine Beschwerden."
"TR7 ist die benutzerfreundlichste WAAP, die ich je verwendet habe. Das Support-Team ist sehr gut in seiner Arbeit und weiß, was in jedem Fall zu tun ist, wenn Sie Hilfe benötigen."
In the demo session let's walk through the contract terms, the SLA output, and likely scenarios in your own environment. We'll clarify the operational impact of moving from your current support model to Elite.