SUPPORT AND MAINTENANCE

Support and maintenance for wolfSSL products including the wolfSSL embedded SSL/TLS library and wolfCrypt embedded crypto engine are available directly from wolfSSL on a yearly basis. The comparison matrix below outlines differences in package features.

For more information, or to visit with a wolfSSL representative, please Contact Us.

 

  Basic
(1 year)		 Standard
(1 year)		 Premium
(1 year)		 24x7
(1 year)
Bug fixes Contact your
account manager for details
Commercial Updates
How-To Questions
Optimization Questions    
# of Support
Incidents **		 3 10 Unlimited
Support Type Email Only Email Only Email or Phone
Dedicated Support Engineer    
Response Time 3 Business Days 1 Business Day 4 Business Hours

 

How Does wolfSSL Define a Support Incident?

An incident is defined as a break-fix, how to, or optimization question (availability of each dependent on package selected). wolfSSL defines a break-fix support incident as a specific, discrete issue that can be addressed by isolating its origin to a single cause. wolfSSL, in its sole discretion, will determine what constitutes a support incident. A break fix support incident has reached resolution when the customer receives one of the following:

  1. Information that resolves the issue
  2. Information on how to obtain a software solution that will resolve the issue
  3. Notice that the issue is caused by a known, unresolved issue or an incompatibility issue with the supported product
  4. Information that identifies the issue as being resolved by upgrading to a newer release of the supported product
  5. Notice that the issue has been identified as a hardware equipment issue
  6. Information that isolates issue to a third-party product

How to and optimization questions are of course more open ended and are considered resolved at wolfSSL's sole discretion. Please Contact Us with any questions.