Four support tiers. Choose the one your operator actually needs.
Every NetXol Core ships with a baseline warranty and community access. Add a service contract when downtime has a real cost — response times, hardware replacement and engineering hours scale with the tier.
Pick your tier.
Prices are per Core, per year. Fleet discounts kick in at five appliances on the same contract.
Basic
Community-edition operators and single-Core deployments.
- Community forum support
- 10 business-day depot repair
- Business-hours email
- Access to Community NOS builds
Standard
Most popularSmall and regional ISPs running a Core X1 or X5.
- 4-hour email response · business hours
- 3-year advanced replacement (next-business-day)
- Priority access to LTS branches
- Named engineer on account
Advanced
Large operators running X5 or X20 clusters.
- 1-hour response · 24/7/365
- 4-hour on-site parts in major regions
- Cross-Core failover configuration
- Quarterly health-check calls
- Access to release candidates
Enterprise
National carriers running an X100 cluster.
- 15-min response · 24/7 phone
- Dedicated Technical Account Manager
- Contractual 99.999% control-plane SLA
- Quarterly business reviews
- Roadmap influence & early access
- On-site training sessions included
What’s in each tier, side by side.
Everything a purchasing team needs to justify the tier. Every row scales from Basic on the left to Enterprise on the right.
| Feature | Basic Included/yr | Standard $3,600/yr | Advanced $9,900/yr | Enterprise Scoped |
|---|---|---|---|---|
| Response & hours | ||||
| Email response | Best effort | 4 hours | 1 hour | 15 min |
| Phone support | Business hours | 24/7 | 24/7 direct dial | |
| Named engineer | Dedicated TAM | |||
| Community forum | ||||
| Hardware | ||||
| Warranty length | 1 year | 3 years | 5 years | 5 years |
| Replacement window | 10 days depot | Next business day | 4-hour on-site* | 4-hour on-site global |
| Spare parts kit | ||||
| On-site engineering hours | 8 hrs / yr | 40 hrs / yr | ||
| Software & releases | ||||
| Access to Stable builds | ||||
| LTS backports | Public | Priority | Priority | Priority |
| Release candidates | ||||
| Custom hotfixes | Case-by-case | |||
| Account & strategy | ||||
| Onboarding sessions | 1 session | 3 sessions | Bespoke programme | |
| Quarterly health check | ||||
| Quarterly business review | ||||
| Roadmap influence | ||||
*Major regions include North America, Western Europe, GCC, South Asia and APAC-1. Contact sales for country-level detail.
Deployment, training and migration help.
Questions we get on the first support call.
What’s included with the Core purchase?
Every Core ships with the Basic tier — Community forum access, 1-year depot warranty, business-hours email. Standard and above are annual add-ons keyed to the Core serial number.
Do I need Advanced or Enterprise for a small deployment?
No — Standard covers most small and regional operators. Move up to Advanced when a single hour of downtime starts costing you money; move to Enterprise when you need a written 99.999% SLA and a dedicated TAM.
How does 4-hour on-site work?
Advanced includes 4-hour parts and engineer dispatch in our major coverage regions (call your account team for the current list). Enterprise extends that globally with pre-positioned spares.
Can I upgrade or downgrade mid-year?
Upgrades are pro-rated and take effect within one business day. Downgrades take effect at renewal.
Are there volume discounts?
Yes — fleets of five or more Cores on the same contract qualify for tiered discounts. Contact sales for a scoped quote.
Ready to add a support contract?
Attach it during the buy flow, or talk to a specialist who’ll size it to your fleet and rollout plan.