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.
|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|
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|