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.
| PREFERRED | PREMIUM | |||
| Customer Type | ESSENTIAL | SMB | Enterprise | Large Enterprise |
| Access to Knowledgebase and Documentation |  |
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| New Upgrades Patches and Hotfixes | |
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| Email Support | |
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| Coverage During Local Business Hours (9:00-17:00) | |
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| 24 x 7 Coverage | |
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| Live Phone Support | |
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| Instant Online Chat | |
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| Priority Access to Support and R&D | |
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| 6-Hour Response Time for Severity 1 Issues* | |
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| 2-Hour Response Time for Severity 1 Issues* | |
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| Designated Support Engineer | |
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| Staging Environment in AlgoSec QA Lab | |
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| Annual On-Site Preventive Maintenance Visit | |
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| Quarterly Service Review | |
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| 10% Discount On Certification Training (Unlimited Number of People) | |
| Customer Type | |
| ESSENTIAL | |
| SMB | |
| PREFERRED | Enterprise |
| PREMIUM | Large Enterprise |
| Access to Knowledgebase and Documentation | |
| |
| |
| PREFERRED | |
| PREMIUM | |
| New Upgrades Patches and Hotfixes | |
| |
| |
| PREFERRED | |
| PREMIUM | |
| Email Support | |
| |
| PREFERRED | |
| PREMIUM | |
| Coverage During Local Business Hours (9:00-17:00) | |
| |
| PREFERRED | |
| PREMIUM | |
| 24 x 7 Coverage | |
| PREFERRED | |
| PREMIUM | |
| Live Phone Support | |
| PREFERRED | |
| PREMIUM | |
| Instant Online Chat | |
| PREFERRED | |
| PREMIUM | |
| Priority Access to Support and R&D | |
| PREFERRED | |
| PREMIUM | |
| 6-Hour Response Time for Severity 1 Issues* | |
| PREFERRED | |
| PREMIUM | |
| 2-Hour Response Time for Severity 1 Issues* | |
| PREFERRED | |
| PREMIUM | |
| Designated Support Engineer | |
| PREFERRED | |
| PREMIUM | |
| Staging Environment in AlgoSec QA Lab | |
| PREFERRED | |
| PREMIUM | |
| Annual On-Site Preventive Maintenance Visit | |
| PREFERRED | |
| PREMIUM | |
| Quarterly Service Review | |
| PREFERRED | |
| PREMIUM | |
| 10% Discount On Certification Training (Unlimited Number of People) | |
| PREFERRED | |
| PREMIUM | |
* For a complete description of severities, please refer to our portal (requires login).
