Support program for SaaS includes:
24x7 telephone, email, and web support:
Access to experts through our Slack community.
Fortanix support web portal:
The Fortanix Support Program allows organizations to achieve their data security goals more quickly and helps create a proactive cybersecurity strategy, enabling organizations to tap into the expertise of Fortanix support engineers and development teams.
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 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|