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Support

Free Trial and initial setup support

If you are setting up BalanceNG the first time and you have any questions or problems, just contact us at support@inlab.de .

Support Levels

The following two support levels are available:

BNGSUP: BalanceNG Standard Software Support

This is included for one year when you buy a BalanceNG Full Node License, the definition is:

  • Standard best effort email support package for up to 2 BalanceNG Licenses.
  • Includes remote configuration and snapshot analysis.
  • Unlimited Software upgrades during the validity period of 1 year.
  • License replacement/relicensing is included.

In case of needed support, send an email to bngsup@inlab.de , we will open a ticket in our ticket system for you. Please specify your installation serial number or support identifier.

BNGHPS: BalanceNG High Priority Software Support

This High Priority Software Maintenance and Support is defined as follows:

  • Covers support for up to 2 BalanceNG Licenses in emergency cases with high priority email support.
  • Reaction time 24 hours
  • Emergency bugfixing and workaround software builds as needed, remote access support and diagnosis (SSH).
  • Includes remote configuration and snapshot analysis.
  • Unlimited Software upgrades during the validity period of 1 year.
  • License replacement/relicensing is included.

In case of needed high priority support, send an email to bnghps@inlab.de , we will also handle this in our internal ticket system. Please specify your installation serial number or support identifier.