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.
Support Services |
TAM |
Enterprise |
---|---|---|
Additional Services |
||
Advanced Scripting Tools and Processes | Yes | - |
Annual Product Assesment | Yes | Yes |
Critical Incident & Escalation Management | Yes | - |
Yes (Direct email contact availability) | Yes | |
Dedicated Engineer | Yes | - |
Emergency 24x7 [For Sev 1 issues, learn more] |
Yes | Yes |
Executive Invite to CISO Breakfast | Yes | Yes |
Feature Request Advocacy | Yes | - |
Hotfixes & Service Packs | Yes | Yes |
Number of Support Contacts | Unlimited | Unlimited |
Site Visits | Yes | - |
Online Portal (TCC) | Yes | Yes |
Product Maintenance |
||
Product Roadmap Reviews | Yes | - |
Product Updates | Yes | Yes |
Quarterly Account Reviews | Yes | - |
Response Levels |
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SLA Performance Management | Yes | - |
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 |
Standard Hours (see our support hours) | Yes | Yes |
Strategic Best Practices Reviews | Yes | - |
Technical Account Manager |
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Technical Webinar for Product Releases | Yes | Yes |
Telephone | Yes (Direct line availability) | Yes |
Training | Up to 8 Seats annually | - |
VERT Weekly Content Updates | Yes | Yes |
Weekly Customer Reviews | Yes | - |
SUPPORT POLICES, SCHEDULES AND SUPPORT SERVICES BRIEFS
- Support Policies & Hardware RMA [PDF]
- Product Discontinuation Policy & Schedules [PDF]
- Tripwire's Platform Support Policy & Schedules
- Appliance Discontinuation Policy & Schedules [PDF]
- Technical Account Manager Services Brief
- Tripwire Remote Operations (TRO) Services Brief
- EOL Notice for VnE 1100, VnE 4100, VnE 5100 [PDF]
- EOL Notice for VnE x500, VnE x600, DP 40x0 [PDF]
- Tripwire Agent Platform Support [PDF]