SUPPORT SERVICES
If your organisation depends on our DNS or routing products in a mission-critical environment, we offer professional support services with various service levels.
Professional Support
With our professional support services you get direct access to the core development team of our DNS and routing products. We do not work with a helpdesk for first-line support. For any question you get immediate help from the experts, with years of experience in Internet infrastructure standards and operations.
Security Vulnerability Notices
Customers with a support agreement get early security vulnerability notices under non-disclosure, safeguarding your critical infrastructure from vulnerabilities before they are made public.
NLnet Labs is a member of the CVE Program as a CVE Numbering Authority and will follow their processes to identify, define, and disclose cybersecurity vulnerabilities.
Consultancy
Our support contracts offer consultancy hours for assistance that isn’t covered by regular support. They offer dedicated implementation and configuration assistance in order to get the most out of our products.
We provide consultancy on for example setup and configuration, failover strategies and industry best practices.
Service Levels
These are the available service levels, please contact us for pricing and details.
| Gold | Silver | Bronze | |
|---|---|---|---|
| Support & Contact Hours | Business Hours* | Business Hours* | Business Hours* |
| Security Vulnerability Notices | Immediate | High Priority | Best Effort |
| Response Time | 4 hours | 12 hours | 24 hours |
| Consultancy | 32 hours | 12 hours | No |
| Dedicated Chat Channel | Yes | Yes | No |
| Email Support | Yes | Yes | Yes |
* Business Hours are 09.00 - 18.00 hrs Central European Time (Amsterdam, the Netherlands)
Please read our software support policy for an overview of our development strategy, version numbering and release interval.
Sustainability
In addition to providing you with support and consultancy, purchasing the services of Open Netlabs also helps fund the research and development activities of NLnet Labs. This support helps us in developing a long term sustainable business model, backing the continuity of NLnet Labs and assuring that its contribution to the international Internet community can be continued for years to come.