Indusface Commercial Support

 

Support is available for all Indusface customers, depending on the product and the version of Indusface product they subscribe to. We offer support for Indusface Total Application Security (TAS) for AWS. For round-the-clock support, customers can send e-mail requests to This email address is being protected from spambots. You need JavaScript enabled to view it..

Support can also be reached at +91 265 3933083 and +1 866 458 3058.

 

INDUSFACE PROVIDES THE FOLLOWING APPLICATION SECURITY SUPPORT TO CUSTOMERS WORLDWIDE:

Support Indusface Total Application Security for AWS

E-mail Support (24 X 7) Standard 24X7 unlimited e-mail support 

Phone Support (Business Hours) Support for queries via the telephone during business hours

Response Time on Service Request Approximate time taken to respond to a query by Indusface support personnel for each request

Critical -1 hour*

High – 4 hours

Resolution Time on Service Request Approximate time taken to resolve a query by Indusface support personnel for each request

Critical -1 day*

High – 3 days

Annual manual penetration testing by security experts.

Manual pen testing will be available within
maximum of 4 weeks from the date of request raised.

Although not mandatory, you can also choose
to fix those vulnerabilities and request
for validation of those fixes
within 60 days from the report availability date.

Remediation Review and working Proof of Concepts Proof of concepts to be conducted if required for remediation reviews

Unlimited**

POCs will be delivered only for Critical, High, and Medium Vulnerabilities.

Estimated time of delivery of POCs :

Critical – 24 hours

High – 48 hours

Medium – 72 hours

Custom rules and Virtual patching Virtual patch to be created if new vulnerability is discovered or reported

Unlimited**

Customer rules will be delivered only for Critical, High, and Medium Vulnerabilities.

Estimated time of delivery of POCs :

Critical – 24 hours

High – 48 hours

Medium – 72 hours

24x7 application Monitoring and Expert tuning

* Cases submitted/logged via the customer support email or phone during business hours.
** Reviews available upon request. May take up to 3 business days to complete.

 

Support Level Support Coverage Service Level Agreement

Telephone

E-mail

Severity 1

Severity 2

Severity 3

Standard

12x5x365

24x7x365

2hrs TT 2 days to resolution

4hrs TT 10 days to resolution

24hrs TT next release

Note: TT refers to maximum time to raise a support ticket. Response times are based on commercially reasonable efforts

Once a customer initiates a support request, a support ticket number is generated and tracked by a support technician. A support ticket is assigned a severity number based on the nature of the issue. A support ticket can be assigned any one of three possible severity levels. In all the three cases, an e-mail is sent to the customer informing them about the ticket along with the support ticket number.

Indusface support tickets will be assigned a severity level based on the following guidelines:

Severity 1 is used for technical issues, which result in complete outage of Indusface. A support technician will respond to the request within 2 hours of the reported problem. For Severity 1 issues, customer shall initiate contact with Indusface support via telephone and indicate the probable category of the incident. Indusface Total Application Security Virtual Patching: Severity 1 is used for all critical and high vulnerabilities.

Severity 2 is used for issues when a customer can access Indusface; however, one or more significant features of the service are unavailable. For Severity 2 issues, customer shall initiate contact with Indusface support via telephone and indicate the probable category of the incident. Indusface WAF Virtual Patching: Severity 2 is used for all medium and low vulnerabilities.

Severity 3 is used for issues that do not prevent the customer from using key features of Indusface Total Application Security or if the reported problem has been explained along with a workaround in the Indusface provided documentation. If there are questions or queries on the service functionality and reports, they will also be assigned Severity 3. For Severity 3 issues, customer may email or telephone Indusface. Indusface WAF Virtual Patching: Severity 3 is used for all info vulnerabilities.

Customer Contacts

Access to Indusface support services will only be provided to a maximum of three (3) Customer Support Contacts designated in writing by the Customer to Indusface.

Language

Support and associated documentation will be provided in English language.

Escalation

In case of unresolved concerns or technical issues, please follow the chain of escalation as shared below. The initial response will arrive within one business day.

1 Indusface Support -
This email address is being protected from spambots. You need JavaScript enabled to view it.

2 Indusface Support Manager -
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Contact Us

Support Tel -
+91 265 3933083
+1 866 458 3058

Email - This email address is being protected from spambots. You need JavaScript enabled to view it.

Board Number - +91 265 3933000

Web - https://www.indusface.com