Entry-level support package with SLA-backed unlimited support requests.
Standard Support is the entry-level support package providing contractual response times, unlimited support requests, and expert access within business hours. It's a sufficient support tier for pre-production environments, internal tools, and small-to-mid-sized production systems.
If you need emergency 24/7 access, a dedicated Technical Account Manager (TAM), quarterly proactive health audits, or accelerated response times, Premium or Elite packages step in; upgrade paths are flexible based on need.
Standard Support is the entry-level package operating with the response times defined in your contract. It provides guaranteed SLA during business hours, unlimited support requests, and multiple access channels. When needs become clearer, upgrading to Premium or Elite is one step away.
Open support requests via the web portal or email — no item limit, no extra charges.
Response times defined for every priority level: S1 60 min, S2 120 min, S3 480 min, S4 960 min. Times are written in the contract and tracked.
No annual request quota. Configuration question, production incident, or small advisory — nothing is metered, you open as many as you need.
Web support portal (request + file upload + screen recording) and email access. Documentation and knowledge base always open.
How quickly each issue type will be answered is defined. The table below contains the response commitments Standard makes within business hours, along with operational quality indicators.
| Priority Level | First Response (FRT) | Technical Engagement (TRAT) |
|---|---|---|
| S1 — Critical (production down) | 60 min | 120 min |
| S2 — High priority | 120 min | 480 min |
| S3 — Medium priority | 480 min | 960 min |
| S4 — Low priority | 960 min | 1920 min |
Operational quality indicators
Response times apply within business hours (Mon–Fri, 08:00–18:00). Public holidays and weekends are out of scope. For a faster SLA or 24/7 access, choose Premium or Elite.
Which channels you reach us on, what request types are handled, when access is available — the operational boundaries of Standard, drawn in clear lines.
Onsite engineer visits, additional remote assistance hours, and accelerated hardware replacement (RMA) — these three are available as add-on services across every support tier.
Standard Support is designed for environments where downtime pressure is relatively low and in-hours response is sufficient.
Dev/test servers, staging environments, POC setups — ideal for teams with low production pressure.
Internal portals, intranet applications, reporting systems — sufficient when overnight access isn't required.
SMB environments with a limited user base and workloads active during business hours.
Teams new to the TR7 platform — sufficient for basic support needs after initial deployment.
The Standard scope may not cover every scenario. Onsite engineer, remote assistance hours, and accelerated hardware replacement (RMA) 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: 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 Standard 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 walk through your current support model and clarify your expectations and operational needs together — whether Standard is sufficient or Premium / Elite is required.