Fortanix Technical Support Program for SaaS

A proactive approach to data security

iconFortanix 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.

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iconFortanix 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

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.

Access to experts through our Slack community.

Join a group of like minded peers for knowledge sharing and live support via the slack community.
Priority call-handling

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.
It offers extensive product documentation, access to knowledge base and other helpful information.
Customers may create cases
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
You can create a support account by self-registering at https://support.fortanix.com
emergency assistance
If you require emergency assistance, please contact us online or call support at 1-833-817-7300 (Int'l: 1-650-265-2403).
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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.

STEP-BY-STEP GUIDE TO PORTAL SIGNING PROCESS.

Definition of Severity Levels and Targeted Initial Response

Priority 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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Fortanix Data Security Manager SaaS

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As of August 2023

SOC-2 Type-2ISO 27001FIPSGartner LogoPCI DSS Compliant

US

Europe

India

Singapore

US:

3910 Freedom Circle, Suite 104,
Santa Clara CA 95054

+1 408-214 - 4760|info@fortanix.com

Europe:

High Tech Campus 5,
5656 AE Eindhoven, The Netherlands

+31850608282

India:

UrbanVault 460,First Floor,C S TOWERS,17th Cross Rd, 4th Sector,HSR Layout, Bengaluru,Karnataka 560102

+91 080-41749241

Singapore:

T30 Cecil St. #19-08 Prudential Tower,Singapore 049712