Subscriptions and operational support across the Proxmox portfolio
Proxmox support for virtualization, backups and email security
initMAX helps you select and manage subscriptions for Proxmox Virtual Environment, Proxmox Backup Server and Proxmox Mail Gateway, and understand support eligibility for Proxmox Datacenter Manager. Combine vendor support with the initMAX services your environment needs.
One partner for your Proxmox environment
Choose support around the systems you operate: virtualization hosts, backup servers, mail gateways and management across sites. We prepare quotations, help with subscription quantities and renewals, and agree the technical services you need.
Basic, Standard and Premium include stable updates and vendor ticket support. initMAX implementation and operational assistance are specified separately.
Proxmox Virtual Environment
Support for the virtualization platform: installation, configuration, virtual machines, containers, clusters and supported storage components. initMAX can add architecture reviews, migration planning, network diagnostics and operational assistance under an agreed service scope.
Subscriptions are priced per occupied physical CPU socket, with a subscription for each server. Every node in a cluster needs the same tier. Vendor ticket allowances apply per subscribed physical server.
Proxmox Virtual Environment — subscription comparison
Proxmox Backup Server
Support for backup infrastructure: backup jobs, datastores, synchronization, verification and restore procedures. initMAX can help design retention, off-site copies and recovery tests, and investigate the connections between backup and production systems.
Subscriptions are priced per backup server, with unlimited backup storage and clients. Basic includes 5 vendor tickets per year and Standard 15.
Proxmox Backup Server — subscription comparison
Proxmox Mail Gateway
Support for email filtering: configuration, rules, quarantine and mail-flow diagnostics. initMAX can help integrate the gateway with your mail servers and tune policies for your organization.
Subscriptions are priced per mail gateway host, with unlimited users and domains. The vendor support window remains business hours; the announced 24/7 expansion for virtualization and backups does not apply to this product.
Proxmox Mail Gateway — subscription comparison
Proxmox Datacenter Manager
Central management for distributed Proxmox Virtual Environment and Proxmox Backup Server systems. initMAX can help connect remotes, review permissions, diagnose access and visibility issues, and check subscription eligibility across sites.
Proxmox Datacenter Manager has no separate subscription. Access to its Enterprise Repository requires at least 80% of configured remote nodes to have an active Basic, Standard or Premium subscription. These tiers can be combined across managed systems and count together toward the threshold.
Example: 50 Basic nodes and 50 Standard nodes provide 100% coverage and meet the requirement. PDM support entitlement comes from the subscriptions of the managed systems. Within each individual Proxmox VE cluster, all nodes must use the same subscription tier; different tiers can be used across clusters or standalone systems.
Vendor support and initMAX services
Vendor subscription: access to stable updates and, for Basic, Standard and Premium, ticket support under the product’s subscription agreement.
initMAX services: environment assessment, implementation, monitoring, upgrades, maintenance, incident investigation and escalation coordination as agreed in your quotation. We can connect the platform with Zabbix monitoring, Wazuh security monitoring and PostgreSQL expertise.
When escalation is needed, we prepare the relevant diagnostics and coordinate the case through the vendor’s support channel under your entitlement. Project work, hardware issues, third-party applications and architecture design require their own agreed scope.
Response times and coverage hours
Basic: 1 business day. Standard: 4 hours. Premium: 2 hours. Hourly guarantees cover the first response to critical requests during the applicable support window. They are not guaranteed resolution times.
* Support hours: in Europe, Monday to Friday, 07:00–17:00 CET/CEST on Austrian business days (excluding Austrian public holidays). Requests are submitted through the Proxmox Customer Portal; the stated response times apply during the applicable support hours.
Extension to 24/7: for Proxmox VE and Backup Server, Premium starts on 19 October 2026, including existing subscribers. Standard is scheduled to follow by the end of 2026; an exact date has not yet been announced. Until the extension starts, the business hours above apply. Basic and Proxmox Mail Gateway retain business-hours support.
From 19 October 2026, business-hours support for Proxmox VE and Backup Server customers in North America will align with North American hours, while Asia-Pacific customers will be covered during Eastern Australian business hours.
Any initMAX response-time commitment, extended-hours coverage or emergency assistance is agreed separately in your service contract. A vendor subscription alone does not include an initMAX 24/7 service.
How support works
- Define the environment: identify products, servers, locations, subscriptions and responsibilities.
- Agree the scope: choose vendor tiers and any additional initMAX services, contacts and coverage hours.
- Report the issue: use the support channel agreed in your contract and include the affected product, version, impact and relevant diagnostics.
- Investigate and escalate: initMAX works within the agreed scope and coordinates with vendor support where required.
- Verify recovery: check the result and agree any follow-up measures.
Need help with an incident?
If you do not have an active initMAX support agreement, contact us with the affected product and business impact. We will confirm availability, scope and commercial terms before starting an intervention. An inquiry does not itself create a guaranteed response time.
Build the support package around your infrastructure
Combine subscriptions with consulting, an environment audit, upgrade assistance or training. Term, billing currency, quantities and any service commitments are confirmed in your quotation.
Our partner overview includes product descriptions and a pricing example. In your inquiry, specify the products you use, server and CPU-socket counts, locations, preferred tier and any requested initMAX services.
Your individual subscription quote may include a time-limited discount of up to 10% off list prices. We will confirm the terms and validity in your quotation.
initMAX s.r.o. is an official reseller partner of Proxmox Server Solutions.
Product screenshots: Proxmox.
