Support Services and Product Discontinuation Policies

Tripwire provides global support services to customers using support centers located throughout the world.. Tripwire also provides 24 hours by 7 days emergency support for Severity Level 1 - System Down issues. Emergency support must be initiated by calling our support centers and following the automated process to page a support resource for the affected product. Our support levels and operating goals are outlined below. Please see our Support Polices for further details. Support services are generally offered for a one-year term, unless otherwise set forth on the applicable Tripwire quotation.

Tripwire Support Services are provided to assist Tripwire customers with troubleshooting issues resulting from use of supported 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 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.