Support Services and Product Discontinuation Policies

Tripwire provides global support services to customers using our North America, European and Asia-Pacific support teams during our customer’s local business hours. Tripwire also provides 24 hours by 7 days emergency support for our Enterprise Support customers. Our levels of support and operating goals are outlined below. Please see our Support Polices for further details on our Service levels and Escalation Process. Support services are generally offered for a one-year term, unless otherwise set forth on the applicable Tripwire quotation.

Tripwire Technical Support is intended to help make Tripwire customers successful by assisting with troubleshooting and helping to resolve specific issues resulting from use of Tripwire products on supported platforms. The Tripwire Technical Support team and its customers are partners in the troubleshooting and resolution of issues. Customers may be required to perform reasonable troubleshooting tasks as recommended by Tripwire's support staff. Training, implementation services, and customization (scripting, integration) may be purchased separately through our Consulting Services group.

  TAM Enterprise
Support Services
Standard Hours
[See our support hours]
Yes Yes
Emergency 24x7
[For Sev 1 issues, learn more]
Yes Yes
Email Yes Yes
Online Portal (TCC) Yes Yes
Telephone Yes Yes
Number of Support Contacts Unlimited Unlimited
Response Levels
Sev 1 – System Down 30 min 1 hour
Sev 2 – High 30 min 1 hour
Sev 3 – Medium 4 hours 4 hours
Sev 4 – Low 4 hours 4 hours
Product Maintenance
Hotfixes & Service Packs Yes Yes
Product Updates Yes Yes
VERT Weekly Content Updates Yes Yes
Additional Services
Annual Product Assesment Yes Yes
Executive Invite to CISO Breakfast Yes Yes
Technical Webinar for Product Releases Yes Yes
Technical Account Manager
Advanced Scripting Tools and Processes Yes
Critical Incident & Escalation Management Yes
Feature Request Advocacy Yes
On-site Assistance Yes
Named Single Point of Contact Yes
Product Roadmap Reviews Yes
Quarterly Account Reviews Yes
SLA Performance Management Yes
Strategic Best Practices Reviews Yes
Training Up to 8 Seats annually