Preconditions for support

• We only support the latest patch level of the VSB.
  So, please upgrade your VSB (VSB and ESX hosts agents) to the latest version.

• The FAQ is the starting point for technical and general questions.
  Please read the FAQ before you send a support request.
• Please create a precondition check, you may do this using the VSB web interface:
  go to "Help" > "Support".
  Read the precondition check and correct the issues if possible before sending a support request.

Levels of support

• Trial support for customers testing the Virtual Solution Box.
  Free of charge.
  Support only for the first 30 days and for a non productive environment.
  Response time with low priority.
  

• Basic support for customers owing a purchased Virtual Solution Box.
  Free of charge.
  Response time with medium priority, usually 3+ days.
• Advanced support for customers owing a purchased Virtual Solution Box.
  Price per incident, € 250.00 (must be purchased before opening the support case).
  Response time with high priority, usually 1 day.

We take all support issues seriously, with the same level of high quality for all levels of support.
With the charge for the advanced suppport, you get a faster response time.

Opening a support case

• What we need
  When you open a support case, send us with the first email:
  - VSB support log
  - A short description of your infrastructure topology (ESX host, VC, SAN/NAS, VMFS)
  - A very short description of the issue in the email title
  - A detailled description of the issue
• Trial version
  If you are testing the trial version and have questions or issues, please send your support request to
  
  
• Licensed version
  If you purchased the vsb from a reseller, please send your support request with your license name to your reseller.
  If you purchased the vsb directly from aeXia, please send your support request with your license name to