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.
Platinum Support
Availability
24x7x365
Initial Response Time
Critical - less than 15 minutes
High - 30 minutes
Medium - 4 hours
Low - 8 business hours
Scheduled Event Assistance
Gold Support
Availability
24x7x365
Initial Response Time
Critical - less than 1 hour
High - 2 hours
Medium - 4 hours
Low - 8 business hours
Standard Support
Availability
Monday to Friday, 8am to 5pm ET
Initial Response Time
Critical - less than 1 business hour
High - 2 business hours
Medium - 4 business hours
Low - 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.