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 |
Critical -1 hour* High – 4 hours |
Critical -1 hour* High – 4 hours |
Critical -1 hour* High – 4 hours |
|
Resolution Time on Service 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 |
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 |
|
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)
