Third-line, from the people who wrote it.
One year is included with the purchase of a Vloka system, on its own clock. You can buy more, up to the term of your licence, and extend at any time — an extension covers incidents that arise after its date. When it ends, nothing on your appliance changes.
Open an incident
In the customer portal. You get a reference, and everything said about it stays on one page instead of scattering across a mail thread.
Every report is accepted. If something falls outside your support, we tell you where you stand before anything is charged.
Send the evidence
Vloka builds a debug bundle under Troubleshooting, already scrubbed of credentials. Say that you have one when you report the incident and we will agree how to send it.
Uploading one straight from the appliance is deliberately not built: what leaves your site is your decision, not something a portal should quietly start doing.
Your appliance is not affected
Support ending changes nothing about the software. It keeps monitoring, keeps its licence, and keeps every access point on screen. Only the support ended, and the Licence page says exactly that in one sentence.
And it does not mean you are on your own. Without included support you can still call us in, at the hourly rate that applies at that moment, plus any travel costs. We do not print a rate here — it would be out of date by the time you needed it. Ask us and you get it.
What "third-line" means here
You have already looked. Third-line is the level where the answer needs somebody who knows what the software does internally — not a script asking whether you have restarted it.
What helps most, in order: what changed just before it started, a time, and a MAC or two. Vloka's own screens will usually have all three, and a screenshot of the page you are looking at is worth more than a description of it.
What is not support
Designing your wireless, doing your site survey, or configuring your controllers is consultancy rather than support, and we would rather say so than let an incident quietly turn into a project. Ask and we will tell you which of the two it is before you spend time on it.