Support Programs

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  • Support Programs

    • We aim to provide the most professional and highest level of technical support to our customers. Support is provided through centers located around the globe which serve customers and partners in their local time zone.

    AlgoSec Support Offerings

    BASIC PREFERRED PREMIUM
    Customer Type SMB Enterprise Large Enterprise
    Access to Knowledgebase and Documentation green-check green-check green-check
    New Upgrades Patches and Hotfixes green-check green-check green-check
    Email Support green-check green-check green-check
    Coverage During Local Business Hours (9:00-17:00) green-check green-check green-check
    24 x 7 Coverage green-check green-check
    Live Phone Support green-check green-check
    Instant Online Chat green-check green-check
    Priority Access to Support and R&D green-check green-check
    6-Hour Response Time for Severity 1 Issues* green-check green-check
    2-Hour Response Time for Severity 1 Issues* green-check
    Designated Support Engineer green-check
    Staging Environment in AlgoSec QA Lab green-check
    Annual On-Site Preventive Maintenance Visit green-check
    Quarterly Service Review green-check
    10% Discount On Certification Training (Unlimited Number of People) green-check
    Customer Type
    BASICSMB
    PREFERREDEnterprise
    PREMIUMLarge Enterprise
    Access to Knowledgebase and Documentation
    BASICgreen-check
    PREFERREDgreen-check
    PREMIUMgreen-check
    New Upgrades Patches and Hotfixes
    BASICgreen-check
    PREFERREDgreen-check
    PREMIUMgreen-check
    Email Support
    BASICgreen-check
    PREFERREDgreen-check
    PREMIUMgreen-check
    Coverage During Local Business Hours (9:00-17:00)
    BASICgreen-check
    PREFERREDgreen-check
    PREMIUMgreen-check
    24 x 7 Coverage
    BASIC
    PREFERREDgreen-check
    PREMIUMgreen-check
    Live Phone Support
    BASIC
    PREFERREDgreen-check
    PREMIUMgreen-check
    Instant Online Chat
    BASIC
    PREFERREDgreen-check
    PREMIUMgreen-check
    Priority Access to Support and R&D
    BASIC
    PREFERREDgreen-check
    PREMIUMgreen-check
    6-Hour Response Time for Severity 1 Issues*
    BASIC
    PREFERREDgreen-check
    PREMIUMgreen-check
    2-Hour Response Time for Severity 1 Issues*
    BASIC
    PREFERRED
    PREMIUMgreen-check
    Designated Support Engineer
    BASIC
    PREFERRED
    PREMIUMgreen-check
    Staging Environment in AlgoSec QA Lab
    BASIC
    PREFERRED
    PREMIUMgreen-check
    Annual On-Site Preventive Maintenance Visit
    BASIC
    PREFERRED
    PREMIUMgreen-check
    Quarterly Service Review
    BASIC
    PREFERRED
    PREMIUMgreen-check
    10% Discount On Certification Training (Unlimited Number of People)
    BASIC
    PREFERRED
    PREMIUMgreen-check

     

    * For a complete description of severities, please refer to our portal (requires login).