Fortanix Support Program - Technical Support Datasheet
A proactive approach to data security
24/7 support helps organizations to constantly evaluate and improvise on key focus areas like data governance, roles, authentication, and controls and helps stay current and always be on guard.
Robust data security requires proactive approach. It’s critical for customers to maintain and constantly update the platform to ensure continued and optimal product performance. A quick response mechanism is critical for effective maintenance, updates, and to enable security teams with the day to day functioning of the platform.
Key Benefits
STAY CURRENT AND ALWAYS BE ON GUARD
Optimal product performance requires 24/7 access to the latest software updates, fixes, and new feature releases. This allows an organization’s data security framework to stay current and always be on guard against data breaches and malicious attacks.
MAXIMIZE RETURN ON INVESTMENT
All investments are made with the expectation of returns. And it’s no different for data security. Enrolling in the Support Program can help
maximize returns by keeping your systems current, ensuring compliance, effectively tackling data breaches, and improving efficiency of the platform
ADOPT A PROACTIVE APPROACH TO DATA SECURITY
24/7 support helps organizations to constantly evaluate and improvise on key focus areas like key lifecycle management, data governance, roles, authentication, and controls thereby helping with a proactive approach to data security and not reactive.
MAXIMIZE EMPLOYEE PRODUCTIVITY
Employee productivity can be maximized with immediate guidance and support from Fortanix subject-matter experts.
UPGRADE EMPLOYEE CYBERSECURITY SKILLS
With an increasing shortage of skilled cybersecurity workforce, the current set of employees can upgrade their skill sets by interacting with Fortanix subject matter experts on platform knowledge, best practice recommendations, and optimal maintenance procedures.
Support Program Highlights
- All customers receive standard support as part of their subscription.
- All customers get access to software updates and patches via the support portal.
- All customers get access to our knowledge portal and Slack community.
- Premium support customers can access support services 24 hours per day, 7 days per week.
- Premium support customers also get access to configuration assistance and advanced hardware replacement.
Compare Support Plans
| Coverage Hours | Mon –Fri 8am-6pm(Customer local time) | 24x7x365 |
|---|---|---|
| Access to Knowledge Portal |  |
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| Online Case Submission | |
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| Telephone Case Submission |  |
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| Slack Community Support | |
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| 24x7 Critical Access | |
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| 24x7 Non-Critical Access | |
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| Advanced Hardware Replacement | |
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Definition of Severity Levels and Initial Response Times
| Severity levels | Description | Targeted Response Levels |
|---|---|---|
| Severity 1 | Critical production down issue affecting all users, including system unavailability or data integrity issue with no workaround available. | Within 30 minutes for Premium Support Within 1 Business Hour for Standard Support |
| Severity 2 | Major functionality impacted or significant performance degradation. Problem is persistent and impacts many users and no reasonable workaround is available. | 2 Hours for Premium Support 2 Business Hours for Standard Support |
| Severity 3 | 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) |
| Severity 4 | Minor problem not impacting service functionality, enhancement request, or documentation request | 2 business days |
