Technical Support Program For SaaS
Fortanix Technical Support Program for SaaS model of Data Security Manager offers our customers with access to our team of data security specialists 24 hours per day, 7 days per week.
How does Fortanix Technical Support for SAAS Work?
Fortanix Technical Support is included in SaaS Subscription licenses for Fortanix SaaS offerings like Data Security Manager SaaS. Fortanix support is designed for enterprises that operate Fortanix products in a mission-critical 24x7 environment and cannot afford to take any downtime. For high severity issues, support services are available 24 hours a day, 7 days a week.
Support program for SaaS includes:
24X7 TELEPHONE, EMAIL, AND WEB SUPPORT:
Fortanix support engineers will answer technical questions and assist with data security operations 24 hours a day.
ACCESS TO EXPERTS THROUGH OUR SLACK COMMUNITY.
PRIORITY CALL-HANDLING:
Customer calls are given priority status and handled by the next available support engineer.
Fortanix Support Web Portal:
It offers extensive product documentation, access to knowledge base and other helpful information.
- Customers may create cases at any time by entering a case on the support website at https://support.fortanix.com
- You can create a support account by self-registering at https://support.fortanix.com
- In case of issues with account creation please email us at support@fortanix.com.
If you require emergency assistance, please contact us by using our local in-country numbers.
Definition of Severity Levels and Targeted Initial Response
Severity levels |
Description |
Response Time |
|---|---|---|
| Priority 1 | Fatal: Critical production down issue affecting all users, including system unavailability or data integrity issue with no workaround available. |
30 min (24x7) |
| 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 (24X7) |
| Priority 3 | Degraded Operations: 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) |
| Priority 4 | Minimal Impact: Minor problem not impacting service functionality, enhancement request, or documentation request | 2 business days |
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