Soporte Elite (ELITE)
Soporte 24/7 con la máxima prioridad y asistencia ilimitada
When money is moving, when patient data is being queried, when campaign-day traffic surges — the system has to recover in minutes. Elite Support writes that expectation into the contract: a 5-minute first response on a critical issue, expert engagement within 10 minutes, a dedicated Technical Account Manager (TAM) who knows your team, and 7/24/365 availability with no weekend, night, or holiday gap.
Unlimited support requests, a proactive quarterly health audit, quarterly business review with your Technical Account Manager (TAM), priority optimization, and 24 hours of remote assistance per year are all included. It's the most comprehensive package — designed for infrastructure where the cost of downtime is measured in minutes.
¿Por Qué Elegir Soporte Elite?
Elite differs from the other tiers not by price but by what happens during a critical incident: your team waits minutes, not hours. The four commitments below form the foundation of the Elite contract.
5-Minute First Response
When an S1 critical issue is opened, the first response begins in 5 minutes and the technical engagement starts within 10. The request does not wait in a queue.
Your Assigned Technical Account Manager (TAM)
A dedicated Technical Account Manager (TAM) knows your system, runs quarterly business reviews, recommends optimizations, and escalates complex requests directly to the engineering team.
Unlimited Requests, Unlimited Questions
No annual support request quota. Incident response, configuration questions, advisory work — nothing is metered. You open as many as you need.
Quarterly Proactive Audit
System health, security posture, configuration drift, and capacity trends — our experts report before issues surface. Findings turn into action items.
Our Committed Response Times — Written into the Contract
How quickly each issue type will be answered is defined. The table below contains the response times Elite commits to in your contract, along with the operational quality indicators.
| Priority Level | First Response (FRT) | Technical Engagement (TRAT) |
|---|---|---|
| S1 — Critical (production down) | 5 min | 10 min |
| S2 — High priority | 10 min | 20 min |
| S3 — Medium priority | 30 min | 60 min |
| S4 — Low priority | 60 min | 240 min |
Operational quality indicators
FRT (First Response Time) marks support request acknowledgement; TRAT (Technical Response and Analysis Time) marks the first expert engagement. 7/24/365 access applies at every priority level.
What Exactly Is Inside Elite Support?
Which channels you reach us on, what request types are handled, when access is available, how escalation flows — the operational side of the contract, drawn in clear lines.
Access channels
- Emergency hotline — 7/24 direct line to a senior engineer
- Email support address
- Web support portal (request, file upload, screen recording)
- Direct contact with your Technical Account Manager (TAM)
Availability
- 7 days, 24 hours, 365 days — no gap
- No holiday or weekend exception
- Maintenance window planning coordinated by your Technical Account Manager (TAM)
Request types covered
- Production incidents (S1–S4, all priorities)
- Configuration and setup questions
- Optimization and performance advisory
- Version upgrade planning
- No item limit — no quota counted
Escalation path
- Support request → Technical Account Manager (TAM) → senior engineer → product team
- Complex requests routed directly to product engineering
- Customer-side management escalation available
- Every step kept under audit record
Proactive deliverables
- Quarterly comprehensive health and security audit
- Quarterly Technical Account Manager (TAM) business review
- Configuration drift report
- Capacity planning recommendations based on usage trends
Onsite engineer visits, accelerated hardware replacement (RMA), and additional remote assistance hours beyond the standard 24 — these three items fall outside the standard Elite scope and are licensed separately as add-on services below.
¿Quién Necesita Soporte Elite?
Elite is designed for environments where the cost of downtime is measured in minutes. The four profiles below represent the typical Elite customer.
Banking and finance
Financial institutions where customer interaction times tie directly to revenue, customer trust, and regulatory oversight.
Healthcare and clinical systems
Healthcare organizations where patient records, clinical data flow, or telehealth portals require uninterrupted access.
High-volume e-commerce
Online retail infrastructures running thousands of daily transactions, campaign cycles, and seasonal traffic surges.
Multi-region enterprise infrastructure
Large multi-location organizations with thousands of users that require guaranteed uptime and fast escalation.
Services You Can Layer on Top of Elite
The standard Elite scope may not cover every scenario. Onsite engineer, additional remote assistance hours, and accelerated hardware replacement are optional services licensed separately to your needs.
Onsite Support
A certified engineer comes to your site — five packages from one-off visits to twice-monthly visits: OnSite-1, 4, 6, 12, 24.
Remote Connection Hours
Pre-purchased remote assistance blocks added on top of the 24 hours included with Elite: 1, 10, 20, 40, and 80 hour options.
Hardware Replacement (RMA)
RMA speed options: standard, priority (1 week), express (next business day), critical (same-day shipping), or onsite (4-hour onsite at Tier-1 locations).
Add-on services are licensed separately. They can be layered on top of your Elite package and renew along with the contract term.
Con la Confianza de Líderes de la Industria
Retroalimentación real de clientes empresariales sobre la calidad del soporte técnico TR7
"Una de las cosas que más apreciamos de la solución TR7 WAAP Application Delivery Controller es el soporte excepcional. El equipo de soporte TR7 siempre está disponible, receptivo y genuinamente servicial y amable."
"TR7 tiene un gran equipo de soporte, equipo de soporte ágil y efectivo. Crea soluciones precisas con sus capacidades. Es particularmente exitoso en WAAP y balanceo de carga."
"TR7 es realmente bueno en términos de interfaz amigable, uso simple, capacidades y lo más importante soporte técnico. No tenemos ninguna queja."
"TR7 es el WAAP más amigable que he usado. El equipo de soporte es muy bueno en su trabajo y sabe qué hacer en cualquier caso que necesite ayuda."
¿Listo para Soporte de Nivel Elite?
In the demo session let's walk through the contract terms, the SLA output, and likely scenarios in your own environment. We'll clarify the operational impact of moving from your current support model to Elite.