VyOS Support Request Guidelines

VyOS support services are provided on a commercial basis and are governed by the legal documents published at https://vyos.io/legal and/or individual terms of the deals.

To ensure compliance with all legal terms and agreements, please adhere to the following guidelines when submitting support requests.

General Requirements

1. Active Subscription. Only customers with an active support subscription are eligible to submit support requests.

   • Support requests can only be submitted by the original subscription owner or authorized users.

2. Cloud Deployments. If VyOS is deployed through a cloud marketplace (AWS, Azure, Google Cloud, etc.), a support subscription must be activated by contacting [email protected].

   • If your subscription is not activated prior to submitting your first support request, processing may be delayed due to account validation.

   • For quicker validation, provide your company name and cloud-specific account information, such as your AWS Account ID, Azure Billing ID, or Google Cloud Account ID, with your first request.

3. Account Verification. All support requests are subject to verification. Ensure that your contact information and account details are accurate and up to date in the support portal to avoid delays.
4. Prohibited Uses. Support services cannot be requested for environments or systems that violate applicable laws or VyOS’s licensing agreements, such as unlicensed use of the software, modified software not authorized by VyOS, or use of the software in not-supported regions.

Ticket Submission

1. Submission by Owner. All support tickets must be submitted by the subscription owner or authorized user.

   • Owners or authorized users are verified by email addresses or registered accounts on the Support portal.

   • Tickets submitted by third parties who are not authorized or recognized by the system will be considered invalid and will not be processed.

2. Third-Party Involvement. If your network or systems are managed by an external provider or third party, the subscription owner must still submit the ticket.

   • The third party may be included in communications if explicitly mentioned in the ticket body or copied in the initial submission.

   • Communication will be maintained with both the original subscription owner and the third party if needed.

3. Ticket Details. Ensure that support tickets include sufficient detail to expedite resolution. This may include:

   • The nature of the issue.

   • Steps to reproduce the issue.

   • Configuration or environment details (if relevant).

   • Error logs or screenshots (if available).
     Failure to provide adequate information may delay or make the resolution impossible.

4. Third-Party Tools. Requests for support involving third-party tools or integrations not covered by the VyOS support plan may require additional validation or incur additional costs. These are handled on a case-by-case basis.

Phone Support

1. Registered Numbers Only. Phone support is available exclusively to users who have registered their phone numbers in the Support portal.

   • Ensure your phone number is registered and associated with your account in the portal before attempting to request phone support.

   • Calls from unregistered phone numbers may not be handled according to support terms and may experience delays.

2. Eligibility for Phone Support. Only certain subscription tiers include phone support. Please ensure that your subscription level includes this feature before attempting to request assistance via phone.

Important Legal Notes

1. Privacy and Data Protection. When submitting support requests, ensure that sensitive information, such as personal data, is protected according to applicable laws. VyOS is not responsible for any data breaches resulting from improper ticket submissions.

   • Do not submit passwords or any sensitive data unless specifically requested for troubleshooting purposes, and ensure such data is transmitted through secure channels.
2. Export and Sanctions Compliance. VyOS does not provide support services to customers who are subject to or the target of sanctions, embargoes, and restrictive measures, located in non-supported regions, or if such support will violate any export restrictions.
3. Modification of Software. VyOS is not obligated to provide support for versions of the software that have been modified without authorization. Ensure that your deployment complies with VyOS’s terms to avoid disruptions in support.
4. Support for Non-Subscription or Expired Products. VyOS will not provide support for products used outside of a valid subscription period or for non-subscription versions (e.g., rolling releases not covered under support plans).

Response and Resolution Times

1. Priority Levels. Support tickets will be assigned a priority level based on the severity and impact of the issue. Higher-tier subscriptions may receive faster response and resolution times as outlined in your subscription terms.

   • Response and resolution times may vary depending on your subscription plan. Please refer to your specific plan for details.
2. Scheduled Maintenance. VyOS may occasionally conduct scheduled maintenance, which could impact the availability of support services. Users will be notified in advance of any planned outages.

Final Note

VyOS reserves the right to update these guidelines at any time to reflect changes in legal requirements or service offerings. For any questions regarding your support subscription or the process for submitting requests, contact [email protected].