Not all organizations have the internal resources necessary to manage their cybersecurity and compliance solutions in-house. This may seem like a roadblock to those who see the greater potential of their solutions and want to do more to reach their goals but cannot expand their technical teams due to the high demand for qualified candidates or budgetary limitations. However, the services available from Fortra’s Tripwire can quickly maximize the efficacy and ROI of your solutions without added headcount.
Learn about our services and compare their benefits using the matrix In this document. It illustrates the differences between services and their tiers in terms of what they deliver via:
- Management
- Monitoring
- Business process integration
- Regulatory compliance
- Management consulting
- Analysis and problem support
- Extended product capabilities
Tripwire ExpertOps
Fortra’s Tripwire® ExpertOps℠ delivers core cybersecurity controls as a managed service. It provides organizations with file integrity monitoring (FIM), security configuration management (SCM), and vulnerability management (VM) in a secure, cloud-hosted environment. A dedicated managed service engineer can act as an extension of your team by operating your solution optimally while providing customized advice and support to keep your organization moving toward its cybersecurity and compliance goals. This service comes in three tiers: Hosted, Managed Services, and Integrated strategy.
Tripwire Professional Services
Professional services from Fortra’s Tripwire can help you get the most out of your cybersecurity solutions with strategic advice and technical operations. For example, you can leverage Tripwire’s services for implementation, solution management, and problem support. Our professional services experts can also extend your solutions' capabilities with customized policy management, automation workflows, app monitoring, and script development. And if you’d prefer consulting in small increments, the Tripwire Advisor Program has you covered with one-hour or multi-hour service sessions to fit within your busy schedule.
Tripwire Remote Operations
Fortra’s Tripwire Remote Operations Service allows organizations to allot less time for managing their solutions and more time for managing their core business. Rely on a Tripwire-certified team to manage daily operations, keep your Tripwire solution updated, and ensure that it’s operating at its best. Instead of splitting your attention between security events, suspicious changes, and configuration alerts, let a trusted expert operate your solution remotely. This service is available in two tier options, both offering support in a combination of secure remote connections, email, and phone for added convenience and cost-effectiveness.
Technical Account Management
When any questions or support issues arise in the operation of your Tripwire solution, organizations can count on an assigned Technical Account Manager (TAM) for streamlined communication and quick resolution. This service is available in three tier levels and includes direct access to your TAM via phone and email, unlimited incident support, and priority issue escalation. Fortra’s Tripwire Technical Account Management Service adds an expert member to your IT team who applies their specialized knowledge and direct access to engineers and product specialists to keep your solutions running at peak effectiveness.
| Tripwire ExpertOps | Professional Services | Tripwire Remote Operations | Technical Account Manager | ||||||
|---|---|---|---|---|---|---|---|---|---|
|
FEATURES
|
Hosted | Managed Services | Integrated Strategy | (Consultant or Resident Engineer) | Managed Services | Integrated Strategy | Tier 1 | Tier 2 | Tier 3 |
|
MANAGEMENT
|
|||||||||
| Console Maintenance | Included | Included | Included | Included | Included | Included | Guidance | Guidance | Guidance |
| Content Maintenance | Included | Included | Included | Included | Included | Guidance | Guidance | Guidance | |
| Service Status Updates | Weekly meetings | Weekly meetings | Included | Weekly meetings | Weekly meetings | Weekly meetings | Weekly meetings | Weekly meetings | |
| Services Plan Development | Included | Included | Included | Included | Included | Guidance | Guidance | Guidance | |
| Asset Onboarding | Included | Included | Included | Included | Included | As needed | As needed | As needed | |
| FIM Content Tuning | Included | Included | Included | Included | Included | Guidance | Guidance | Guidance | |
| Client Requests | 24 hours / year | 20 hours / month | Unlimited | Unlimited | 20 hours / month | Unlimited | Unlimited | Unlimited | Unlimited |
| User Management | Included | Included | Included | Included | Included | Guidance | Guidance | Guidance | |
| Custom App Monitoring Configuration | Up to four | Unlimited | Unlimited | Up to four | Unlimited | Guidance | Guidance | Guidance | |
| Dashboard and Reporting Maintenance | Included | Included | Included | Included | Included | Guidance | Guidance | Guidance | |
| Dashboard and Report Creation | Included | Included | Included | Included | Included | Guidance | Guidance | Guidance | |
|
MONITORING
|
|||||||||
| Console Health Monitoring | Included | Included | Included | Included | Included | Included | As needed | As needed | As needed |
| Report Distribution | Included | Included | Included | Included | Included | Guidance | Guidance | Guidance | |
| Event Handling | Included | Included | Included | Included | Included | Included | Included | Included | |
| Task Completion | Included | Included | Included | Included | Included | Guidance/support | Guidance/support | Guidance/support | |
| Agent Health | Reporting only | Included | Included | Included | Included | Included | Included | Included | Included |
|
BUSINESS PROCESS INTEGRATION
|
|||||||||
| Tripwire Apps Management | Included | Included | Included | Included | Included | Guidance | Guidance | Guidance | |
| Tripwire Apps Licensing | À la carte (customer managed) | À la carte (managed by Fortra) | À la carte (managed by Fortra) | Licensed individually on premises* | |||||
| Remediation Prioritization | Included | Included | Included | Guidance | Guidance | Guidance | |||
| Change Reconciliation (Promotion) | Included | Licensed individually on premises* | Included | Guidance | Guidance | Guidance | |||
|
REGULATORY
|
|||||||||
| Policy Tuning and Guidance | Included | Included | Included | Included | Included | Included | |||
| Waiver Management | Included | Included | Included | Guidance | Guidance | Guidance | |||
| Audit Assistance | Included | Included | Included | Included | Included | As needed | As needed | As needed | |
|
MANAGEMENT CONSULTING
|
|||||||||
| Service Performance Reviews | Annual | 2x / year | 2x / year | As needed | 2x / year | 2x / year | As needed | As needed | As needed |
| CISO + Executive Review | As requested | As needed | Annual | As needed | As needed | As needed | |||
| Operational Use Plan Update | 2x / year | As needed | 2x / year | ||||||
| Tripwire Prescriptive Policies and Content | Included | As needed | Included | Included | Included | Included | |||
|
ANALYSIS AND PROBLEM SUPPORT
|
|||||||||
| Defect Support | Tripwire ExpertOps Service Center Portal | Managed Services Lead | Managed Services Lead + escalation priority | Professional Services + escalation as needed | Managed Services Lead | Managed Services Lead + escalation priority | Included, priority escalations as needed | Included, priority escalations as needed | Included, priority escalations as needed |
| Reporting Analysis | Included | Included | Included | Included | Included | Supported | Supported | Supported | |
| Agent Health Analysis | Tripwire ExpertOps Service Center Portal | Managed Services Lead | Managed Services Lead + escalation priority | Professional Services + escalation as needed | Managed Services Lead | Managed Services Lead + escalation priority | Included | Included | Included |
|
EXTENDED PRODUCT CAPABILITIES
|
|||||||||
| Policies Managed | FIM + two standard policies | Unlimited | Unlimited | FIM + two standard policies | Unlimited | Guidance | Guidance | Guidance | |
| Real-Time Functionality | Included | Included | Included | Included | Included | Included | Included | Included | |
| Management of Custom Policies existing at the time of Tripwire ExpertOps launch | Included | No limitations** | Included | Included | Included | Included | |||
| Custom App Monitoring | Four custom app rules | Unlimited | Unlimited* | Four custom app rules | Unlimited | Guidance | Guidance | Guidance | |
| Custom Automation Workflows | No limitations** | Guidance | Guidance | Guidance | |||||
| Custom Scripting Development | No limitations** | Guidance | Guidance | Guidance | |||||
| Custom Integrations (as needed) | No limitations** | Supported | Supported | Supported | |||||
| Pen Testing | Available** | ||||||||
| Security Assessments | Available** | Included | Included | Included | |||||
| Change Management Maturity | Available** | ||||||||
|
TAM-SPECIFIC FEATURES
|
|||||||||
| TAM-to-Customer Ratio | 1:7 | 1:3 | 1;1 | ||||||
| Support for out-of-date versions | Yes (best effort) | Yes (best effort) | Yes (best effort) | ||||||
| Priority Dev assistance | Unlimited, as needed | Unlimited, as needed | Unlimited, as needed | ||||||
| Priority feature request advocacy and tracking | Unlimited | Unlimited | Unlimited | ||||||
| Annual on-site assistance | Three days | Five days | 15 days*** | ||||||
| Single point of contact | Included | Included | Included | ||||||
| Priority PM roadmaps | As needed | As needed | As needed | ||||||
| Training | Two seats | Four seats | Eight seats | ||||||
| * All Tripwire Apps supported ** As defined by Engagement Letter/Statement of Work *** 15 days cannot be scheduled consecutively |
|||||||||