Support Options
With a flourishing community of users, expert help from Varnish engineers and comprehensive documentation, help is available for every type of Varnish deployment.
Community Support
The friendly Varnish community is active across mailing lists, IRC, Discord, Stack Overflow, Twitter and LinkedIn. See the Get Help page for more information.
Self-Learning Resources
Varnish 6 by Example [FREE PDF] is the essential guide to all things Varnish 6, covering both Varnish Cache and Varnish Enterprise. Visit the Developer Portal for tutorials, install guides and documentation.
Commercial Support
Varnish Software offers full commercial support for Varnish Enterprise, Varnish Controller and Varnish Traffic Router. Two levels of support, plus add-ons and Professional Services options make it easy to tailor support to your specific needs.
More Commercial Support Options
Varnish Enterprise, Varnish Controller and Traffic Router subscriptions come with support from Varnish engineers. There are two options available: Standard and Premium.
-
Access to Varnish Software’s Professional Support and core developers
-
Business Hours (20 support cases) or 24/7/365 (unlimited support cases) via the Varnish Support Portal
-
Varied Service Level Agreements on first response time and work-around
-
Contact via email and telephone
-
Option to add Professional Services and Training as add-ons
-
Premium support level also enables use of Service Add-ons, described below
Commercial Support Comparison
| Support Element | Cache Support | Standard | Premium |
| No. Support Requests | 5 per year | 20 per year | Unlimited |
| Availability | Business Hours (8am to 5pm) | Business Hours (8am to 5pm) | 24/7/365 |
| Email Support | Yes | Yes | Yes |
| Telephone Support | No | Yes | Yes |
| Service Level Agreement | |||
| Severity A | No | 4 Business Hours Response Time | 2 hrs Response Time, 72 hrs work-around |
| Severity B | No | 8 Business Hours Response Time | 4 hrs Response Time, 72 hrs work-around |
| Severity C | No | 2 Business Days Response Time | 2 Business Days Response Time |
| Severity D | No | 2 Business Days Response Time | 2 Business Days Response Time |
| Addons | |||
| Varnish Assist+ | No | No | Yes - Available |
| Varnish Managed Services | No | No | Yes - Available |
Testimonial
"When we need support, we always have someone at Varnish who provides quick answers – even in French! – We are very happy with this and feel we have a partnership with Varnish."
Michael Alimi
CTO, INTERSPORT
Premium Support Add-on:
Managed Services
Varnish Managed Services is available as an add-on to Premium support, and comes with an additional SLA. A dedicated team of Varnish experts deploy and run your Varnish service full time, including installations and configuration for all Varnish-related services, constant monitoring and on-call support.
-
Access to Varnish Software’s Professional Support, 24/7/365 via the Varnish Support Portal with unlimited support cases a year
-
Direct access to Varnish engineers via shared Slack channel
-
24/7/365 monitoring with 30 minute response time on alerts
-
Hands-on support from Varnish Software engineers
-
Full management of Varnish upgrades and updates
-
VCL and all other changes to go through Change Management
-
Varnish Health Check and Audit
-
Option to add Professional Services and Training
Testimonial
"When we have traffic amount to a million people all at once, sometimes we can plan for it, but when you can’t, you want to be sure the website will stay available. That is the assurance Varnish Managed Services has given us."
Max Reckers
TECHNOLOGY LEAD, AFC AJAX
Premium Support Add-on:
Varnish Assist+
Varnish Assist+ is the middle ground between Premium and Varnish Managed Services, offering a comprehensive suite of support and services to ensure that your Varnish deployment operates at peak performance.
-
Access to Varnish Software’s Professional Support, 24/7/365 via the Varnish Support Portal with unlimited support cases a year
-
Direct access to Varnish engineers via shared Slack channel
-
Hands-on Support via screen share or temporary access during planned monthly meetings with a professional Services Engineer as a point of contact
-
Assisted Varnish Enterprise and Controller updates on a quarterly cycle during planned monthly meetings, unless security related
-
VCL and all other changes to go through Change Management, scheduled monthly
-
Varnish Health Check and Audit on a biannual cycle
-
Possibility to buy professional service and training
Varnish Support Add-On Comparison
| Support Element | Cache Support | Standard | Premium | Premium with Managed Services | Premium with Varnish Assist+ |
| No. Support Requests | 5 per year | 20 per year | Unlimited | Unlimited | Unlimited |
| Availability | Business Hours (8am to 5pm) | Business Hours (8am to 5pm) | 24/7/365 | 24/7/365 | 24/7/365 |
| Monitoring Varnish Enterprise | No | No | No | Yes | No |
| Pro-active work on Varnish upgrades and updates | No | No | No | Yes | Yes - planned since no access |
| Shared slack channel (No SLA) | No | No | No | Yes | Yes |
| Email Support | Yes | Yes | Yes | Yes | Yes |
| Telephone Support | No | Yes | Yes | Yes | Yes |
| Service Level Agreement |
|||||
| Severity A | No | 4 Business Hours Response Time | 2 hrs Response Time, 72 hrs work-around | 2 hrs Response Time, 72 hrs work-around | 2 hrs Response Time, 72 hrs work-around |
| Severity B | No | 8 Business Hours Response Time | 4 hrs First Response, 72 hrs work-around | 4 hrs First Response, 72 hrs work-around | 4 hrs First Response, 72 hrs work-around |
| Severity C and D | No | 2 Business Days Response Time | 2 Business Days Response Time | 2 Business Days Response Time | 2 Business Days Response Time |
Varnish Cache Support
The Varnish open-source community is an excellent source of support and troubleshooting. If you’re looking for additional support for Varnish Cache, our commercial Varnish Cache support offers both Varnish Cache (LTS) and Hitch (SSL Termination):
-
Access to Varnish Software’s Professional Support, Business Days, 9am to 5pm via the Varnish Support Portal (5 support cases a year)
-
Bug fixes available upon receipt of reproducible test case
-
Early vulnerability notification
-
Option to add Professional Services and Training
Professional Services and Consulting
Varnish Professional Services offers expert consultation and advisory services for optimizing Varnish usage and providing knowledge needed for ongoing Varnish excellence. The team helps with:
-
Assist with Varnish Setup
-
Installation and Go Live Assistance
-
Configuration Best Practices
-
Performance Optimization
-
Migration Assistance
-
Health Check Ups
-
VCL Writing and Reviews
-
Preparation for Peak Times
-
Assist with Deployment Automation
The service can be delivered off or on-site depending on the requirements of your project.
Testimonial
"We wanted a partner we could work together with to implement our ideas using their knowledge and experience. Varnish had the technical competence and the willingness to collaborate and develop things to meet our needs."
Ragnar Kåhre
SOLUTIONS ARCHITECT, TELIA
Training
Varnish Software offers virtual and in-person training courses and certification for Varnish users — from general Varnish administration to Varnish Enterprise features and functionality — all led by Varnish engineers. Courses are available for different levels of experience and need, with in-depth, hands-on workshops providing insights into implementing Varnish for optimal performance, flexibility and scalability. Private training is also available, where our trainers design a structured learning programme tailored to the specific needs of your project and team.
Testimonial
"We know we can consult Varnish engineers, who have been instrumental in helping us with the configuration and fine-tuning of our caching solution."
Shrikant Iyer
SENIOR MANAGER - DEVOPS AND INFRASTRUCTURE, MOTORTREND