Support

We are committed to providing our customers with an excellent experience and ensuring their long-term success with our products. Our dedicated Support team boasts impressive security and networking expertise, gained through hands-on interaction with large-scale security operations in diverse environments.

Support Entitlement

Maintenance Services

Software Update Maintenance and feature updates included while under valid support contract.
Service Update Malware definitions and Cyphort Labs Intelligence updates available while under valid services contract
Phone Support 24x7x365 1 hour initial response for Priority 1 – Critical queue by phone
On-line Support Access to online knowledge base, case management and user community forums
System Monitoring Remote monitoring subject to customer authorization
Web case support Web cases initial response targets aligned to priority

Optional Services

Hardware Replacement

Different Upgrade Options available:

1. Next Business Day Advanced Replacement following issue determination to hardware; or

2. Same Day 4 hour Advanced Replacement following issue determination; or

3. Same Day 2 hour Advanced Replacement following issue determination.

*All hardware replacement offerings are incremental fees subject to availability.

On-site support Upgrade Option: Assigned Field Service Engineer [based on availability]
System Audit Service Upgrade Option: Detailed audit of system performance (semi-annual)
Service Business Management Upgrade Option: Technical Account Management with Quarterly Business Review