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.
Customer calls are given priority status and handled by the next available support engineer.
Definition of Severity Levels and Targeted Initial Response
|Priority 1||Fatal: Critical production down issue affecting all users, including system unavailability or data integrity issue with no workaround
|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|