Support Programs

Support available for registered devices with active support licenses

Protecting you is our priority

Our support organization is here to ensure you can operate with maximum operational visibility.

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Platinum Support

Availability

24x7x365

Initial Response Time

Severity 1- less than 15 minutes
Severity 2 - 30 minutes
Severity 3 - 4 hours
Severity 4 - 8 business hours

Scheduled Event Assistance

Gold Support

Availability

24x7x365

Initial Response Time

Severity 1 - less than 1 hour
Severity 2 - 2 hours
Severity 3 - 4 hours
Severity 4 - 8 business hours

Silver Support

Availability

Monday to Friday, 8am to 5pm ET

Initial Response Time

Severity 1 - less than 1 business hour

Severity 2 - 2 business hours

Severity 3 - 4 business hours

Severity 4 - 8 business hours

Severity Definitions

Severity 1

Critical: Product is down and critically affects customer production environment.  No workaround yet available.

Severity 2

High: Product is impaired and customer production is up but impacted.  No workaround yet available.

Severity 3

Medium: A product function has failed and customer production is not affected.  Support is aware of the issue and there is a workaround available.

Severity 4

Low: Product function is not impaired and no impact to customer business.  Includes feature, information, documentation, how-to and Enhancement requests from the customer.

The following support options can be accessed via the support portal.

Online Support Resources 

Solve your questions online using our knowledgebase and user discussion forums.

License Keys and Upgrades

Activate license keys and download the latest software updates, App-IDs, threat, and anti-virus protection.

Online Case Management

Create, update, and manage all your cases directly online.