Indusface Commercial Support

 

Support is available for all Indusface customers, depending on the product & plan subscription.
Support can also be reached at +91 265 6133083 (IN) and +1 866 458 3058 (US).

 

INDUSFACE PROVIDES THE FOLLOWING SUPPORT TO CUSTOMERS WORLDWIDE:

Support Web Application Scanning (WAS) Total Application Security (TAS) for AWS and On Prem AppTrana

E-mail, Phone & Website Chat Support

24x7 24x7 24x7 for Advance and Premium Plan and Business hours for Basic Plan

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

Critical -1 hour*

High – 4 hours

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

Critical -1 day*

High – 3 days

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 re-validation of those fixes within 60 days from the report availability date

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 re-validation of those fixes within 60 days from the report availability date

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 re-validation of those fixes within 60 days from the report availability date

Manual verification (POCs) of vulnerabilities to remove false positives by Experts

Unlimited for Premium Plan and upto 5 Request for Advance Plans

POCs will be provided for Critical, High, and Medium Vulnerabilities

Estimated time in business hours for delivery of POCs :

Critical – 24 hours

High – 48 hours

Medium – 72 hours

Unlimited for Premium Plan


POCs will be provided for Critical, High, and Medium Vulnerabilities

Estimated time in business hours for delivery of POCs :

Critical – 24 hours

High – 48 hours

Medium – 72 hours

Unlimited for Premium Plan and upto 5 Request for Advance Plans

POCs will be provided for Critical, High, and Medium Vulnerabilities

Estimated time in business hours for delivery of POCs :

Critical – 24 hours

High – 48 hours

Medium – 72 hours

Custom rules for virtual patching

Virtual patch to be created if new vulnerability is discovered or reported

NA

Unlimited for Premium Plan


Custom rules will be applied only for Critical, High, and Medium Vulnerabilities

Estimated time in business hours for delivery of Custom Rules :

Critical – 24 hours

High – 48 hours

Medium – 72 hours

Unlimited for Premium Plan and upto 2 Request for Advance Plans

Custom rules will be applied only for Critical, High, and Medium Vulnerabilities

Estimated time in business hours for delivery of Custom Rules :

Critical – 24 hours

High – 48 hours

Medium – 72 hours

24x7 application Monitoring and Expert tuning

NA

Available for Premium Plan

Available for Premium Plan

* Cases submitted/logged via the customer support email or requested via the Portal



Indusface Software Support:

Support Level Support Coverage Service Level Agreement

Telephone

E-mail

Severity 1

Severity 2

Severity 3

Standard

24x7x365

24x7x365 for Premium and Advance Plan and 24x9x365 for Basic Plan

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 Products. A support representative 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.

Severity 2 is used for issues when a customer can access Indusface Product Portals; 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.

Severity 3 is used for issues that do not prevent the customer from using key features of Indusface Products or if the reported problem has been explained along with a workaround in the 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 support.

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 -
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2 Indusface Support Manager -
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Contact Us

Support Tel -
+91 265 6133083 (IN)
+1 866 458 3058 (US)