Support LoginTripwire Statement of Services - Technical Support
Support Services: Tripwire shall provide customer support for technical problems that occur when using Tripwire products. Tripwire Support Technicians will directly handle customer issues outlined in the following levels of support.
Standard Support and Maintenance
Standard Support and Maintenance agreement includes:
- Updates and upgrades to the product purchased for the term of the support agreement
- Telephone support for installation and general use questions
- Access to Tripwire Online a Self-Service Support Portal. Create, update and manage your support requests online
- Create, update and manage your support request online
- Access the Tripwire Knowledge Base
- Access Customer Forums
- Access Support Technical Documents
- Use of Tripwire's dedicated toll-free number
- 3 Day Relief Goals *
- Three named support contacts
Response Times for Standard Support
| During Standard Business Hrs. 6am-6pm M-F | 4 Hours | 72 Hour Resolution Time |
| Outside Standard Business Hrs. 6pm-6am M-F | 12 Hours | 72 Hour Resolution Time |
| Outside Standard Business Hrs. Sat.- Sun. | 48 Hours | 48 Hour Resolution Time |
Premier 24/7 Support and Maintenance
Premier Support and Maintenance agreement includes all Standard features, plus the following:
- 24 hour Support, 7 days per week, 365 days per year
- Accelerated response times
- Product updates and upgrades for the term of the support agreement
- Telephone support for installation and general use questions
- Access to Tripwire Online a Self-Service Support Portal. Create, update and manage your support requests online
- Create, update and manage your support request online
- Access the Tripwire Knowledge Base
- Access Customer Forums
- Access Support Technical Documents
- 1 Day Relief Goal *
- Use of Tripwire's dedicated toll-free number
- Six named support contacts
Response Times for Premier 24/7 Support
| During Standard Business Hrs. 6am-6pm M-F | 1 Hour | 24 Hour Resolution Time |
| Outside Standard Business Hrs. 6am-6pm M-F | 2 Hours | 24 Hour Resolution Time |
| Outside Standard Business Hrs. Sat.- Sun. | 6 Hours | 24 Hour Resolution Time |
Response Times: Response times are dependent upon what level of support the customer has purchased pursuant to this Exhibit A set forth in the Support and Maintenance agreement. Response times begin once the customer has informed Tripwire of the problem.
*Relief Goals: Set forth the time by which Tripwire will provide at least a temporary resolution of the issue. In some instances, and at Tripwire's discretion, the temporary and/or final resolution may involve the removal of the product(s) from the customer's system(s).
Tripwire Support Plan Comparison
| Support & Maintenance Plan Comparison | Premier Support | Standard Support | No Support |
| Online Support Features | |||
| Access to Tripwire's Online Support Portal: Create, update and manage your support requests |
x | x | |
| Knowledge Base | x | x | |
| Customer Forums | x | x | |
| Support Technical Documents and Guides | x | x | |
| Support Services | |||
| Telephone support during normal business hours | x | x | |
| Toll Free Number North America, UK, France, Germany, Benelux and Nordics | x | x | |
| Online support: Submit a request during normal business hours | x | x | |
| Priority routing of issues and phone inquiries | x | ||
| 24 x 7 telephone support After-hours pager support is a one-hour targeted response time. | x | ||
| Response times during normal business hours | 1 hour | 4 hours | |
| Resolution goal: See Response Times and Relief Goals | 24 hours | 72 hours | |
| Remote Diagnostics (Initiated with client authorization only) |
x | x | |
| Named key support contacts (Additional contacts are available to purchase for Premier Support customers) | 6 | 3 | |
| Product Maintenance | |||
| Product version upgrades for term of the Support Agreement | x | x | |
| Product version updates for term of the Support Agreement | x | x | |
| Service Packs | x | x | |
| Access to beta products (Not a guarantee of acceptance) | x | x | |
To renew or discuss your Tripwire product renewal call US Toll-free 1.800.TRIPWIRE (874.7947) or 503.276.7500 or email renewals@tripwire.com
Escalation Procedures:
The Tripwire escalation procedures raise the visibility and importance of your issues within Tripwire. Tripwire may, at its discretion, pass any issue into the escalation process.
Our Normal escalation process includes evaluating the Severity level of the issue and offering the appropriate response and communication for our customer. Our goal is to solve issues as quickly as possible using all resources at our disposal.
In general, if you are not satisfied with a response from the technical support staff, you may request that the issue be escalated to a Lead Support Engineer, Support Management, Development or QA groups through your local Tripwire Sales Manager or the Director of Technical Support.
Once an issue has been escalated, Tripwire Technical Support will coordinate internal and customer resources in gathering pertinent data and research required to identify and solve the issue. Tripwire's expects our customers to provide adequate resources to provide requested data and assist in resolution of the issue. Tripwire, at its sole discretion, may request to place personnel onsite to assist with resolution of an issue. Personnel may include but are not limited to Sales/System Engineers, Technical Support Engineers, Professional Services Consultants or Development/QA Engineers.
Hours of Operation with Contact and Access Methods:
Hours of Operation:
North America - Tripwire Support is open Monday-Friday, 6:00AM to 6:00PM Pacific. We recognize most US Federal Holidays. Premier Support is provided via call back service 7 days, 24 hrs a day.
Europe - Tripwire Support is open Monday-Friday, 8:00AM to 8:00PM London (GMT). We recognize most US Holidays. Premier Support is provided via call back service 7 days, 24 hrs a day.
Phone Support:
North America Direct: 503.276.7663
North America Toll-free: 866.897.8776
Europe Direct: 503.276.7663
**Europe Toll-free: 866.897.8776
Country |
City |
Local Access Codes |
Toll Free Number |
Hours of Operation* |
United States |
Portland |
1 |
866-897-8776 |
6:00am-6:00pm PDT/PST |
Denver |
1 |
7:00am-7:00pm MDT/MST |
||
Chicago |
1 |
8:00am-8:00pm CDT/CST |
||
New York |
1 |
9:00am-9:00pm EDT/EST |
||
Europe** |
London |
00 |
800-77517751 |
8:00am-8:00pm BST/GMT |
Paris |
00 |
9:00am-9:00pm CEST/CET |
||
Berlin |
00 |
9:00am-9:00pm CEST/CET |
||
Amsterdam |
00 |
9:00am-9:00pm CEST/CET |
||
Copenhagen |
00 |
9:00am-9:00pm CEST/CET |
||
* Summer/Winter Hours **Tripwire Toll-Free Service is available from the United Kingdom, France, Germany, Benelux and Nordics Our support team observes US holidays |
||||
Tripwire Online Support Portal Access:
Request Tripwire Online Access: www.tripwire.com/support/request_access.cfmAccess Tripwire Online: www.tripwire.com/support/login.cfm
Tripwire Online access to Create and Manage Support Tickets, Forums, Knowledge Base and Support Documents and Guides are restricted to customers with valid Support and Maintenance Contracts.
Product Support Policy: Read Tripwire's Product Support Policy
General Support Information:
Technical Support for supported products is available via a variety of contact methods, which include the Tripwire Knowledge Base, telephone and Tripwire Online Support Portal during scheduled support hours for current software versions to customers with a current support plan agreement. Providing technical support does not imply that Tripwire will fix software defects or make changes to the software.The following items are NOT generally supported:
- Operating systems and third-party applications
- Alterations or revisions to the Tripwire software made by the customer
- Escalations from personnel other that the named Technical Account Contacts
- Continued support for issues, which Tripwire has provided corrections not implemented by the customer or data requested from the customer but not provided
- Free or no-cost Tripwire software products and tools
This support policy is for informational purposes only, and is subject to change without notice. Individual customer’s support is exclusively governed by the terms and conditions of their license agreement.
