最優先かつ無制限の24/7サポート
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.
TR7技術サポート品質に関するエンタープライズ顧客からの実際のフィードバック
"TR7 WAAP Load Balancer ソリューションで最も評価していることの1つは、卓越したサポートです。TR7サポートチームは常に対応可能で、反応が早く、本当に親切で丁寧です。"
"TR7には素晴らしいサポートチームがあり、機敏で効果的です。その能力で的確なソリューションを生み出します。特にWAAPとロードバランシングで成功しています。"
"TR7は、ユーザーフレンドリーなインターフェース、シンプルな使用、機能、そして最も重要な技術サポートの面で本当に優れています。何の不満もありません。"
"TR7は私が今まで使用した中で最もユーザーフレンドリーなWAAPです。サポートチームは仕事が非常に上手で、助けが必要な場合には何をすべきか知っています。"
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.