Local support from certified TR7 partner engineers — under TR7's quality guarantee.
With Partner Support, your day-to-day support requests are handled by the engineering team of a certified TR7 partner. You gain the advantage of local language, local time zone, and a closer working relationship — while the operational process remains fully TR7-standard.
Support requests are opened through TR7's web portal, email system, and contractual SLA framework. The choice of partner does not change your day-to-day operational experience; you use the same request system, the same visibility, the same SLA commitment.
TR7's engineering team watches every support flow in the background. When an SLA is breached, when there's a quality concern, or when a topic exceeds the partner's expertise, TR7 engineers step in directly. Partner proximity + the safety net of the product's core team — Partner Support packages both layers into one offering.
Partner Support combines the advantages of a local partner relationship with the standard TR7 support discipline. The process runs through partner engineers, but the infrastructure, SLA, quality measurement, and final guarantee belong to TR7.
Certified TR7 partner engineers provide support in your language, in your time zone. The service process is not an independent support model; it follows TR7's SLA, channel, and quality standards.
Support requests are opened through TR7's web portal, email system, and SLA framework. The choice of partner does not change your day-to-day support experience — you use the same request system, the same visibility.
Every support request is logged in TR7's system. SLA performance, response times, and customer satisfaction are periodically monitored by TR7. Partner quality scores are reported.
When an SLA is breached, when dissatisfaction is reported, or when the request exceeds the partner's expertise, TR7's engineering team intervenes directly. This safety-net layer is a contractual foundation of the Partner package.
How quickly each issue type will be answered is defined. The partner engineers run the response process; on SLA breach or dissatisfaction, TR7 engineers step in to preserve the commitment.
| Priority Level | First Response (FRT) | Technical Engagement (TRAT) |
|---|---|---|
| S1 — Critical (production down) | 30 min | 60 min |
| S2 — High priority | 60 min | 240 min |
| S3 — Medium priority | 240 min | 480 min |
| S4 — Low priority | 480 min | 960 min |
Operational quality indicators
Response times apply within business hours (Mon–Fri, 08:00–18:00). Off-hours, weekends, and public holidays are out of scope. On SLA breach, TR7 engineers step in directly and take control of the process until it's resolved.
Partner Support runs in three layers: day-to-day support by partner engineers, operational substrate by TR7 standards, quality guarantee by TR7. Each layer's role is clearly defined below.
The partner network is matched by region, sector, and language. TR7 sales identifies the appropriate partner before the pilot demo, and the match is recorded in the contract.
Partner Support is designed for teams that want to combine the advantages of a local partner relationship with TR7's standards — looking for language, time-zone, and sector proximity.
Teams that want technical support in their own language, with access aligned to local business hours.
Organizations with a long-standing business relationship with a specific TR7 partner, or where local service procurement is a deliberate ecosystem choice.
Organizations wanting support from TR7 partners specialized in finance, public sector, healthcare, etc. — looking for teams close to their industry practice.
Organizations that want partner proximity in day-to-day operations and TR7's engineering safety net in critical moments — both layers together.
The Partner scope may not cover every scenario. Onsite engineer, additional remote assistance hours, and accelerated hardware replacement (RMA) are optional services licensed separately. These can be delivered through the partner or directly by TR7.
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: 1, 10, 20, 40, and 80 hour options. For off-hours or deeper-intervention scenarios.
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 Partner package and renew along with the contract term.
Verified enterprise reviews on G2.
"What we appreciate most about TR7's WAAP and Load Balancing solutions is the outstanding support. The team is always reachable, fast to respond, and genuinely helpful."
"TR7's support team is agile and effective. They produce sharp solutions with their capabilities — especially strong on WAAP and load balancing."
"TR7 is solid on UI, ease of use, and capabilities — and most importantly, technical support is excellent. We have no complaints."
"The most user-friendly WAAP we've used. The support team knows their job and knows what to do when you need help."
In the demo session, let's review partner options matched to your region, sector, and language preferences. TR7's quality guarantee applies across every partner match; SLA, channels, and escalation paths are fixed in the contract.