Support Programs

Out of the box, every Elfiq Link Balancer is backed by 30 days of support available online or via our support center during business hours (9-5 pm EST, Monday-Friday) for installation and configuration assistance.

All our products are covered by a standard warranty against defective hardware. This standard warranty is included with the purchase price for 12 months. Elfiq will repair the defective unit or replace it within 21 days after receiving it. The replacement unit could be reconditioned. Faster replacement is available via our maintenance programs. We strongly recommend that ALL our customers take advantage of the future options/enhancements of their Elfiq Link Balancer by registering in a Standard or Gold maintenance program.

Standard Annual Maintenance

Standard annual maintenance support includes access to our support center during business hours (9-5 pm EST, Monday-Friday) for installation and configuration assistance, defective hardware replacement and firmware updates. The customer should provide Elfiq support with a remote access (SSH or VPN) to the Elfiq Link LB management port during support calls. Hardware replacements for defective units are shipped by Elfiq for next business day delivery from Canada.

Gold Annual Maintenance

In addition to the standard program, the Gold version provides 24/7 support and enhanced escalation for high-priority problems. Overnight and week end support is reserved for emergencies regarding a production environment failure (Priority 1, critical system failure or unavailable service).

Support Beyond Contracted Coverage Plans

Customers may request additional engineering support from the Elfiq support team outside of the scope of purchased support programs. As resource availability allows, support will be provided at Elfiq's standard hourly consulting rates. Contact your sales representative or the Elfiq support team for additional details on this program.