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