Support Services and Product Discontinuation Policies

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.

Support Services



Additional Services

Advanced Scripting Tools and Processes Yes -
Annual Product Assesment Yes Yes
Critical Incident & Escalation Management Yes -
Email 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

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

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 -