As part of your subscription you have fixed number of support requests every month.
Scope of support
Our support policy is strictly limited to issues about FastNetMon Advanced itself. We can provide you assistance only when our product is not behaving as described in documentation. We do not provide assisted installation or assisted configuration services. If you’re looking for such level of support please check our partners
Support time
Our support engineers are on duty from Monday to Friday, from 10 AM until 5 PM UK timezone. We aim to provide initial feedback about your case in 12 hours but in case of sophisticated issues which require engagement of senior personnel it may be significantly delayed.
Components included in support
FastNetMon Advanced includes following daemons and you can expect complete support for issues regarding them:
- FastNetMon daemon
- Command line management tool: fcli
- Command line reporting tool: fastnetmon_client
- Public REST API
- Traffic DB daemon
Third party components
In addition to our software FastNetMon Advanced includes multiple third party open source products:
- MongoDB / FerretDB
- Grafana
- Clickhouse
- GoBGP
- Ubuntu Linux
We do not provide any support for these third party products when they’re used in configuration which was altered in any way from our standard installation. If you’re looking for any assistance regarding these products we recommend reaching
Your responsibility
Please not that it’s your responsibility to regularly upgrade and maintain Linux used to run FastNetMon to avoid any security and stability issues.
You need to regularly upgrade FastNetMon itself and run latest stable version of it. If you’ve faced any issues and you’re not on latest version (which can be found here) please upgrade to latest and replicate issue.
You need to follow your Linux distribution life cycle information about end of life and migrate to next supported version of Linux distribution when needed.
It’s your responsibility to maintain physical server in fully operational state and in case of any issues with our product which may be caused by underlying hardware problems we will not able to assist with your issues.
We can provide support only if your Linux distribution is officially supported by standard support.
Bugfixes policy
As part of our software development process we’re not able to provide bugfixes for versions other then latest.
Third party integrations
If you use FastNetMon as part of larger toolkit or use third party management systems for it we will not able to assist with your queries which involve any facts or screenshots from these systems.
You need to replicate issues without using any third party components to report it to us.
Support channels
Our support is exclusively provided via email or ticket system. We do not provide technical support via phone and cannot schedule support sessions to specific periods of time as all queries are handled in order as they arrive.
It’s expected for customer to have Linux and network engineers to maintain our software and integrate it with our network.
Remote access to servers
We do not accept ssh (or any other remote access means) access for your equipment unless it’s confirmed by our support team and it’s absolutely necessarily.
By granting us access to your server you confirm that you have tested up to date backup of your server. You indemnify us from any potential issues or data loss which can be caused by your intervention. You guarantee that servers have no personal information or any kind of confidential of sensitive information.
After we finish work on your equipment it’s your responsibility to revoke access and rotate all passwords shared by us.
Support language
Our official support language is English.
Communication style
We expect that you communicate with our support team using language acceptable in business communication. In case of any violations of such approach (swearing, insults, rude wording) we take the right to limit your access to support.
Assistance with network equipment configuration
Our engineers may provide some suggestions regarding network equipment setup from our knowledge base (mostly for BGP and traffic telemetry) but we cannot provide specific recommendations for your particular setup as we have no expertise in team to provide such assistance. Please never share access with network equipment with us as team is explicitly prohibited to make any corrections.