As part of your subscription, you have a 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 with assistance only when our product is not behaving as described in the documentation. We do not provide assisted installation or assisted configuration services. If you require assistance in installation and configuration, please see the list of our partners.
Support time
Our support engineers are available from Monday to Friday, 10:00 AM to 5:00 PM UK time. We aim to provide initial feedback about your case within 12 hours, but in case of complicated issues requiring senior personnel engagement, the expected timeframe for resolution may be significantly longer.
Components included in support
FastNetMon Advanced includes the following daemons, and you can expect full 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 / Debian / RedHat Linux
We do not provide any support for these third-party products when they're used in a configuration which was altered in any way from our standard installation. If you're looking for any assistance regarding these products, we recommend reaching out to the third-party provider or requesting assistance from one of our partners. If you need to make any configuration changes for a Linux distribution (such as network configuration), you need to do it on your own using publicly available instructions from distribution vendors.
Your responsibility
Please note 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 the latest stable version of it. If you've faced any issues and you're not on the latest version (which can be found here), please upgrade to the latest version and replicate the issue.
You need to follow your Linux distribution life cycle information about end of life and migrate to the next supported version of Linux distribution when needed.
It's your responsibility to select particular hardware for running our product. We cannot recommend specific components, and we provide only generic requirements for hardware explained in the installation guide.
It's your responsibility to install the product and finish the initial configuration as described in our official documentation.
It's your responsibility to maintain the physical server in a fully operational state. We will not be able to assist in case of any issues with FastNetMon product caused by underlying hardware problems.
We can provide support only if your Linux distribution is officially supported by standard support from the distribution vendor.
Bug fixes policy
As part of our software development process, we only provide bug fixes for the latest version of FastNetMon.
Third-party integrations
If you use FastNetMon as part of a larger toolkit or use third-party management systems for it, we will not be able to assist with queries which involve any information or screenshots from these systems.
You need to replicate issues without using any third-party components in order to report the issue to us.
Support channels
Our support is exclusively provided via email or the ticket system. We do not provide technical support via phone and cannot schedule support sessions for specific periods of time, as all queries are handled in order as they arrive.
It's expected for customers 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 as absolutely necessary.
By granting us access to your server, you confirm that you have a tested up-to-date backup of your server. You indemnify us from any potential issues or data loss which can be caused by our intervention. You guarantee that servers have no personal information or any kind of confidential or sensitive data.
After we finish the work on your equipment, it's your responsibility to revoke access and rotate all passwords shared.
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 (for example, swearing, insults, rude language), we reserve 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. Please never share access to network equipment with us, as the team is explicitly prohibited from making any corrections.