Fortanix Support Program
Overview
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.
Key Benefits
Stay Current and Always Be On Guard
Optimal product performance requires 24/7 access to the latest software updates, fixes, and new feature releases. This allows an organization’s data security framework to stay current and always be on guard against data breaches and malicious attacks.
Maximize Return on Investment
All investments are made with the expectation of returns. And it’s no different for data security. Enrolling in the Support Program can help maximize returns by keeping your systems current, ensuring compliance, effectively tackling data breaches, and improving efficiency of the platform
Adopt a Proactive Approach to Data Security
24/7 support helps organizations to constantly evaluate and improvise on key focus areas like key lifecycle management, data governance, roles, authentication, and controls thereby helping with a proactive approach to data security and not reactive.
Maximize Employee Productivity
Employee productivity can be maximized with immediate guidance and support from Fortanix subject-matter experts.
Fortanix support
| Service Component | Description | Included |
|---|---|---|
| Coverage Hours | 24x7 support coverage, providing continuous access to Fortanix Support for incident management, technical assistance, and service requests throughout the year, including weekends and holidays. |  |
| Access to Knowledge Portal | Access to product documentation, knowledge base articles, best practices, release notes, and technical documentation. | |
| Online Case Submission | Ability to create, track, update, and manage support cases through the customer support portal. | |
| Telephone Case Submission | Ability to submit support request via toll free support number. | |
| Community Support (Slack) | Access to the customer community Slack workspace for collaboration, knowledge sharing, announcements, and non-critical support discussions. | |
| 24x7 Critical Incident Support | Around-the-clock support for Severity 1/Critical issues that cause significant service disruption or production outages. | |
| 24x7 Non-Critical Support | Continuous support availability for lower-severity issues, operational questions, and non-production concerns. | |
| Advanced Hardware Replacement | Expedited replacement of failed hardware appliances, including advance shipment based on the applicable support entitlement. (*) | |
| Software Updates & Upgrades | Access to software patches, maintenance releases, security updates, and product upgrades during the support term. | |
| Security Advisories & Notifications | Timely notifications regarding security vulnerabilities, product advisories, and recommended remediation actions. | |
| Technical Support Assistance | Access to product experts for troubleshooting, configuration guidance, operational assistance, and issue resolution. | |
| Case Escalation Management | Formal escalation process for high-priority cases requiring expedited attention and management oversight. | |
Definition of Severity Levels and Initial Response Times
| Priority levels | Description | Targeted Response Levels |
|---|---|---|
| Priority 1 | Fatal: 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 |
| Priority 2 | Severe Impact: Major production system 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 |
| Priority 3 | Degraded Operations: Service is operational but partially degraded and an acceptable workaround exists. Performance issue or func- tionality bug impacting some but not all users | 8 hours (business hours) |
| Priority 4 | Minimal Impact: Minor problem not impacting service functional- ity, enhancement request, or documentation request | 2 business days |
