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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:

SupportWeb Application Scanning (WAS)Total Application Security (TAS) for AWS and On PremAppTrana

SupportE-mail, Phone & Website Chat Support

Web Application Scanning (WAS)24×7

Total Application Security (TAS) for AWS and On Prem24×7

AppTrana24×7 for Advance and Premium Plan and Business hours for Basic Plan

SupportResponse Time on Service Request

Approximate time taken to respond to a query by Indusface support personnel for
each request

Web Application Scanning (WAS)Critical -1 hour*

High – 4 hours

Total Application Security (TAS) for AWS and On PremCritical -1 hour*

High – 4 hours

AppTranaCritical -1 hour*

High – 4 hours

SupportResolution Time on Service Request

Approximate time taken to resolve a query by Indusface support personnel for each
request

Web Application Scanning (WAS)Critical -1 day*

High – 3 days

Total Application Security (TAS) for AWS and On PremCritical -1 day*

High – 3 days

AppTranaCritical -1 day*

High – 3 days

SupportAnnual manual penetration testing by security experts.

Web Application Scanning (WAS) 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

Total Application Security (TAS) for AWS and On PremManual 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

AppTranaManual 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

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

Web Application Scanning (WAS)
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

Total Application Security (TAS) for AWS and On Prem
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

AppTrana
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

Support
Custom rules for virtual patching

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

Web Application Scanning (WAS)
NA

Total Application Security (TAS) for AWS and On Prem
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

AppTrana
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

Support
24×7 application Monitoring and Expert tuning

Web Application Scanning (WAS)
NA

Total Application Security (TAS) for AWS and On Prem
Available for Premium Plan

AppTrana
Available for Premium Plan

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

Indusface Software Support:

Support LevelSupport CoverageService Level Agreement
TelephoneE-mailSeverity 1Severity 2Severity 3
Support LevelStandardTelephone24×7E-mail24×7 for Premium and Advance Plan and 24×7 for Basic PlanSeverity 12hrs TT 2 days to resolutionSeverity 24hrs TT 10 days to resolutionSeverity 324hrs 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.

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