Airgap & Offline Support
Some environments can’t use our standard secure support tunnel . To keep your operations smooth, we offer two service add-ons that extend our support model: Airgap for fully isolated sites, and Offline Support for internet-connected sites that still can’t open a tunnel. Both include ticket support and a limited number of webcall sessions using a tool you choose (Webex, TeamViewer…).
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Support for restricted environments
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Direct help without opening tunnels
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Simple and predictable engagement model
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Choose your preferred remote tool
Support that adapts to your constraints
Whether you run a fully isolated infrastructure or operate under strict security policies , get the help you need, without compromising your network rules.
Airgap support (fully isolated environments)
For customers with no internet access at all. Airgap support extends our standard model to address deployment and troubleshooting needs in disconnected sites.
- Scope: ticket-based support plus limited webcall assistance via a customer-provided tool.
- Webcalls included: up to 1 session per month , max 12 per year , each up to 60 minutes.
- XO delivery: prepackaged, preactivated Xen Orchestra licenses provided on request for offline deployment.
- Extra sessions: available as paid add-ons.
Offline support (internet access, no tunnel)
For customers who have internet access but cannot open our standard support tunnel due to policy or tooling constraints. Get real-time assistance via your approved remote tool.
- Scope: ticket-based support plus limited webcall assistance via a customer-chosen tool.
- Webcalls included: up to 1 session per month , max 12 per year , each up to 60 minutes.
- Extra sessions: available as paid add-ons.
Key features at a glance
with Airgap and offline Support for Vates VMS
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Ticket support
included in both
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Webcalls
1 / month (max 12 / year)
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Remote tool
customer-provided
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XO delivery (airgap)
prepackaged & preactivated
Need more than support?
Sometimes you need more than troubleshooting. Our consulting services are designed to help you plan, migrate, or optimize your virtualization stack. Whether you’re looking at a complex VMware migration, integrating new hardware, or modernizing your infrastructure, our experts can guide you through every step.
Consulting is flexible, ranging from short projects to full-scale engagements, and always backed by the same team behind XCP-ng and Xen Orchestra.
Ongoing expertise with a Technical Account Manager
For ongoing strategic support, our Technical Account Manager (TAM) option gives you a named resource who understands your environment. They can help you with proactive guidance, features demo, upgrade planning, and direct access to engineering to help you get the most out of your investment.