Introduction

Support is focused on ensuring customer success by providing unrivaled technical support through exceptional customer service, responsiveness, dependability, teamwork and a dedication to technical excellence.

Our Commitment

We are constantly striving to improve our service and create closer customer relationships. With Aspen Mesh’s worldwide customer support organization, you can always expect consistent, professional, high-quality service which means:

  • We expect our Support Engineers to conduct themselves professionally at all times
  • We are committed to providing the best customer experience possible
  • You will be treated with respect and given every consideration possible
  • You have a right to request manager escalation for unresolved or “production down” issues

Scope of Support

Aspen Mesh Support Services is designed to remotely assist you with specific break-fix issues. Technical support is limited to Aspen Mesh products with active support contracts. Subscribers who require higher levels of services from our team should contact their assigned account representative or email sales@aspenmesh.io.

With the purchase of Standard Support, you will receive the following elements of service:

  • Unlimited 24×7 access to our Portal
  • Technical support resources available during our business hours
  • Access to online forums, documents, videos and Knowledge Base
  • Basic how-to troubleshooting
  • The latest software/firmware upgrades
  • Unlimited email and phone support
  • Support is provided in English with local language accommodated when possible

While we can answer specific installation or upgrade questions, Aspen Mesh technical support is not designed to walk you through the installation or upgrade process. If you need comprehensive installation assistance, you may contact experts@aspenmesh.io for additional guidance around solutions that may met your need.

Support Hours

Aspen Mesh support hours are built around your core business hours. We staff Support Engineers from 9am – 5pm mountain standard time Monday through Friday, excluding F5 holidays.


Service Request Management Process

Prior to creating a service request, you may want to review these helpful tips:

Opening a Service Request

  1. Version of Aspen Mesh
  2. Version of Kubernetes
  3. Environment
  4. Description of problem and symptoms (only one problem description per request)
  5. When did you notice the issue?
  6. What changes were recently made to the environment?
  7. Steps to reproduce issue
  8. Log files and all other relevant output
  9. What’s the business impact?
  10. Case Severity

Service request severity levels and response times

All service requests are assigned a severity level from 1 to 4 based on the impact on your business upon service request creation. You determine the initial severity level when placing a request for assistance. Severity levels may be changed after initial contact and assessment of the issue from our support engineer, provided that you are in agreement.

Note: If a service request severity level is not requested, severity level will default to severity level 4.

Aspen Mesh will endeavor to respond to Severity 1 issues within one hour during our business hours. Understanding that unforeseen events could delay attempts, Aspen Mesh expects that most Severity 1 issues will be responded to within this service level.

Initial response is defined as the time from when the service request was created to when a Technical Support Engineer first attempts to contact you for troubleshooting, then updates the service request log to reflect this action.

SEVERITY 1 (URGENT)

SITE DOWN

Initial Response 1 Business Hour Critical Business

Production: Software conditions in your Aspen Mesh solution are preventing the execution of highlevel commerce or critical business activities, including remote access to critical applications. Customer’s production use of our products on a primary business service, major application or missioncritical system is stopped or so severely impacted that the customer cannot reasonably continue work.

Customer resources must be made available in severity level 1 situations and reasonably cooperate to help resolve the issue. Severity level 1 problems could have the following characteristics: System hangs or crash situation, critical functionality not available.

SEVERITY 2 (HIGH)

SITE AT RISK

Significant Business Impact

Production: Software in your Aspen Mesh solution is significantly impairing business activities,
including remote access to critical applications. Important product features are unavailable with no acceptable workaround. Customer’s implementation or production use of our products in a primary business service, major applications or mission-critical systems are functioning with limited capabilities or are unstable with periodic interruptions. The software may be operating but is severely restricted. Severity level 2 problems could have the following characteristics: Product error or failure forcing a restart or recovery, Severely degraded performance.

Lab: Completely or Partially blocking the lab such that some test cases are blocked.

SEVERITY 2 (MEDIUM)

PERFORMANCE DEGRADED

Minimal Business Impact

Production: Software in your Aspen Mesh solution is degraded, and this could further impact your traffic or business-critical applications. Product features are unavailable, but a workaround exists, and the majority of software functions are still usable. Minor function or feature failure that the customer can easily circumvent or avoid. Customer’s work has minor loss or operations functionality. Severity level 3 problems could have the following characteristics: Error message with workaround, Minimal performance degradation, Incorrect product behavior with minor impact, Questions on product functionality or configuration during implementation.

Lab: Likely to block the lab within the next 2 weeks based on the existing test plan.

SEVERITY 2 (LOW)

GENERAL ASSISTANCE

Minimal Business Impact

Production: General questions and troubleshooting of non-critical Aspen Mesh software solutions. Requests for product functionality or solutions which are not currently part of the solution. A minor problem or question that does not affect the software function. For example, a request for information on how to use a particular feature, a general question or requests for documentation or enhancements. Severity level 4 problems could have the following characteristics: General requests for advice on product usage, Clarification on product documentation or release notes, Product enhancement request.

Lab: Not going to block the lab within the next 2 weeks based on the existing test plan.

The above table defines the severity levels and the targeted initial response time for our support offerings. It is helpful to clearly explain the business impact of your issue when you contact us. Validation of severity level (Upgrade/downgrade) will be monitored during the service request process.

Changing Severity Level

If at any time while your open service request is in process the issue warrants assignment of a different severity level than currently assigned, then the severity level can be changed accordingly to reflect the current impact by requesting the change from the assigned technical support engineer.

Closing a Service Request

Service requests remain open until you are satisfied that the issue has been resolved. Exceptions to this policy apply to the following:

  1. Request for Product Enhancements
  2. Product Defects
  3. As a result of no response (support will attempt 2 consecutive contacts over a period of 5 business days.)

Escalation Policy

Our goal is to resolve all service requests in a satisfactory and timely manner; however, we realize that some situations may require increased attention and focus within the support team. You can raise the severity of a service request first by requesting the assigned Technical Support Engineer to increase the severity or by requesting to speak with a support manager.

Upon your request, the support Director will evaluate the service request and will work with the assigned Technical Support Engineer to create an action plan. If you are not satisfied with the plan or with the progress of the case after the plan has been implemented, you can contact the Director of technical support, who will review the service request with the Technical Support Engineer and determine if different or additional actions are required. For F5 P+ customers, escalations are managed by the accounts Service Delivery Manager (SDM) and customers should engage them directly.


Product Support Lifecycle Policy

Product Support Phases

Full support

The most current release version of Aspen Mesh is fully supported, and one prior release is included.

  • Enhancement requests for current release are accepted and may be considered for future releases.
  • Maintenance releases or hot fixes are periodically made available.
  • Current version is fully supported by both support and development.
  • Current version is available for download from our Support Portal.

Limited support

Support is available for this version, and we will make our best efforts to provide known workarounds or fixes.

  • There will be no new code fixes generated for limited support release and is under our discretion upon extreme circumstances.
  • Enhancement requests are not accepted.

Continuing Support

If you are unable to upgrade or migrate your product prior to its end of life, we offer a Continuing Support service to provide you with one year of limited support beyond your software’s end-of-life or end-of-support date.

  • Annual software maintenance contract must be renewed with your Aspen Mesh account manager.
  • This includes uninterrupted access to technical support via online.
  • Support engineers will provide known workaround solutions and fixes.

Support for Trial Users

For evaluation purpose Aspen Mesh offers full support for the first 30 days during your trial period. 30 days begins on the date you register, and service request can be submitted directly by contacting support@aspenmesh.io.

Product Bugs

While working on your service request there are times when your issue is determined to be a product bug. If this is determined the bug will be documented in our bug/defect tracking system. Your service request will remain open until a decision is made regarding the severity of the bug and a bug ID will be provided. To determine if your bug is addressed support recommends consulting the product release notes. We do not guarantee that all bugs that are identified will be fixed in a future release of our software.

Product Enhancements

If you would like to submit ideas for enhancements to the Aspen Mesh product, requests should be submitted by contacting support@aspenmesh.io. Once the request is submitted, your service request will remain open until a decision has been made regarding your request.

The Aspen Mesh team reviews open enhancements on a regular basis and are considered for future releases. Product enhancements will not be provided or considered for current or prior product releases. We cannot guarantee that a specific enhancement will be implemented and is at the product team’s discretion to determine which functionality will be offered in future releases of the process.

There is no guarantee that a specific enhancement request will be implemented in a future version of our products. At our discretion, we may determine that certain enhancements to functionality in the product can be offered for an additional charge or as a chargeable option. All suggested enhancements shall become the sole and exclusive property of F5 and may be used by F5 in any way without restriction or obligation to you.

Renewing your Support

The Aspen Mesh team can assist you with renewing your support agreement at any time and add on to your existing support and services contracts. If you are interested in renewing, you existing support agreement or in any of or services please contact sales@aspenmesh.io.

Lapsed Support

Without a current support contract, you are not able to contact Aspen Mesh support for technical assistance or access many services on our Support Portal. We cannot provide assistance if you allow your support contract to lapse.