World-Class Support, Always On.
Dedicated support for every Indusface customer, available 24×7×365 across email, phone, and chat depending on your plan.
Support Across Every Plan
Indusface provides comprehensive support to customers worldwide, coverage and response times vary by product and plan.
| Support Feature | Web Application Scanning (WAS) | AppTrana WAAP |
|---|---|---|
| Email, Phone & Chat Support | 24×7×365 Premium | 24×7×365 AdvancePremiumEnterprise |
| Annual Manual Penetration Testing by Security Experts | Available within 4 weeks of request. Re-validation of fixes within 60 days from report date. Premium | Available within 4 weeks of request. Re-validation of fixes within 60 days from report date. PremiumEnterprise |
| Manual Verification (POCs) of Vulnerabilities — False Positive Removal Critical: 24 hrs | High: 48 hrs | Medium: 72 hrs |
Unlimited Premium Up to 5 POCs for CHM Advance |
Unlimited PremiumEnterprise Up to 5 POCs for CHM Advance |
| Virtual Patch Creation (Custom Rules) Critical: 24 hrs | High: 48 hrs | Medium: 72 hrs |
Not applicable | Unlimited PremiumEnterprise Up to 2 requests Advance |
| SwyftComply — Zero-Vulnerability Patching within 72 Hours | Not applicable | All Critical, High & Medium vulnerabilities patched at WAAP level. PremiumEnterprise |
| 24×7 Application Monitoring & Expert Tuning | Not applicable | PremiumEnterprise |
* Cases submitted via customer support email or requested via the portal.
Uptime Commitment
Indusface guarantees exceptional availability for both your applications and the AppTrana platform. View the full SLA document →
Indusface guarantees 100% application availability per month, your apps stay online, always.
The AppTrana WAAP platform maintains 99.99% platform (PI) availability per month.
Response Time Commitment
Every support ticket is assigned a severity level and responded to within the committed timeframe — no exceptions.
Complete outage or system unavailability. Customer must initiate contact via telephone and indicate the probable category of the incident.
One or more significant features unavailable, but the software is still accessible. Customer must initiate contact via telephone.
Issues that don't prevent use of key features, or questions about functionality, reports, or documented workarounds. Email or telephone accepted.
Support Guidelines
Customer Contacts
Access to Indusface support services is provided to a maximum of three (3) designated Customer Support Contacts, confirmed in writing by the Customer to Indusface.
Escalation
The initial response arrives within the committed SLA timeframe. For unresolved concerns or critical technical issues, escalation follows a defined chain, from support engineer to support manager.
Language
All support interactions and associated documentation are provided in the English language to ensure clarity and consistency across all regions.
Contact Our Support Team
Our security experts are available around the clock to help you resolve issues, tune your WAF, and keep your applications protected.