Proxmox Datacenter Manager 1.0 Image © ProxmoxProxmox Datacenter Manager 1.0 (Image © Proxmox)

The transition to 24/7 support follows a period of significant growth for the company. Currently, more than 2.3 million active Proxmox Virtual Environment servers are in use worldwide. This increase in the installed base has led to greater demand for direct vendor support across various industries, including cloud service providers, healthcare, the public sector, and financial services.

To meet these demands without compromising technical quality, the company has expanded its global development and support teams in recent years, paving the way for continuous availability starting in 2026.

Proxmox 24/7 Support Structure for Enterprises

Starting October 19, 2026, the Enterprise Support offering will provide worldwide access to Proxmox technicians around the clock—24 hours a day, seven days a week. This support covers Proxmox Virtual Environment, Proxmox Backup Server, and Proxmox Datacenter Manager. The service also includes support for key activation and offline updates for regulated air-gapped environments.

The availability of this support depends on the respective service level:

  • Premium: 24/7 support is included immediately. This tier includes an unlimited number of support tickets, a prioritized response time of two hours, and SLA-based escalation processes for critical production outages.
  • Standard: Access to 24/7 support will be phased in during a later onboarding period in the fourth quarter of 2026.
  • Basic: The existing SLA remains unchanged. However, since the global support team will be operating beyond standard Austrian business hours, customers at this tier can expect shorter response times in all regions.

Proxmox North America Inc. as a Company

The founding of Proxmox North America Inc. establishes a dedicated local presence to serve the North American market. Under the leadership of CEO Bill Hughes, who brings extensive experience in open-source infrastructure and enterprise IT, the Kingston office will take on several key operational responsibilities:

  • Technical Support: Providing support during local business hours across all North American time zones, from Eastern Time to Pacific Time.
  • Sales Management: Handling sales, customer service, and contract management.
  • Finance: Handling invoicing and procurement in USD and CAD within a common law legal system.
  • Partner Support: Coordinating with certified resellers for pre-sales activities and the provision of local services.
  • Training: Offering certified training courses and technical consulting.

Continuity and Development

Core product development and the global roadmap will remain centrally located at the company’s headquarters in Vienna. Current contracts will remain valid for existing customers and partners. Customers based in North America will have the option to transfer their accounts to Proxmox North America Inc. upon their next contract renewal in 2027. No immediate action is required from current users. In addition, the company is increasing its investment in its network of certified resellers in North America to streamline the purchase of support plans and local service packages.