Indusface Commercial Support

Support	Web Application Scanning (WAS)	AppTrana
E-mail, Phone & Website Chat Support	24×7	24×7 for Advance and Premium Plan and Business hours for Basic Plan
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 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 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 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
24×7 application Monitoring and Expert tuning	NA	Available for Premium Plan

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

Support Level	Support Coverage		Service Level Agreement
	Telephone	Email	Severity 1	Severity 2	Severity 3
Standard	24×7	24×7 for Premium and Advance Plan and 24×7 for Basic Plan	2 hrs TT 2 days to resolution	4 hrs TT 10 days to resolution	24 hrs 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.