24/7 support helps organizations to constantly evaluate and improvise on key focus areas like data governance, roles, authentication, and controls and helps stay current and always be on guard.
Robust data security requires proactive approach. It’s critical for customers to maintain and constantly update the platform to ensure continued and optimal product performance. A quick response mechanism is critical for effective maintenance, updates, and to enable security teams with the day to day functioning of the platform.
STAY CURRENT AND ALWAYS BE ON GUARD
MAXIMIZE RETURN ON INVESTMENT
ADOPT A PROACTIVE APPROACH TO DATA SECURITY
MAXIMIZE EMPLOYEE PRODUCTIVITY
UPGRADE EMPLOYEE CYBERSECURITY SKILLS
Support Program Highlights
- All customers receive standard support as part of their subscription.
- All customers get access to software updates and patches via the support portal.
- All customers get access to our knowledge portal and Slack community.
- Premium support customers can access support services 24 hours per day, 7 days per week.
- Premium support customers also get access to configuration assistance and advanced hardware replacement.
Compare Support Plans
|Mon –Fri 8am-6pm(Customer local time)
|Access to Knowledge Portal
|Online Case Submission
|Telephone Case Submission
|Slack Community Support
|24x7 Critical Access
|24x7 Non-Critical Access
|Advanced Hardware Replacement
Definition of Severity Levels and Initial Response Times
|Targeted Response Levels
|Critical production down issue affecting all users, including system unavailability or data integrity issue with no workaround available.
|Within 30 minutes for Premium Support Within 1 Business Hour for Standard Support
|Major functionality impacted or significant performance degradation. Problem is persistent and impacts many users and no reasonable workaround is available.
|2 Hours for Premium Support
2 Business Hours for Standard Support
|Service is operational but partially degraded and an acceptable workaround exists. Performance issue or functionality bug impacting some but not all users.
|8 hours (business hours)
|Minor problem not impacting service functionality, enhancement request, or documentation request
|2 business days