Tripwire Support Policies Technical Support and Tripwire Customer Center

Transcription

1 Tripwire Support Policies Technical Support and Tripwire Customer Center Tripwire provides global standard 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 support for our Premier Support customers. Our levels of support and standard operating goals are outlined below. Support services are generally offered for a one-year term, unless otherwise set forth on the applicable Tripwire quotation. Support Services: 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. Service Levels: Standard Support: During the support term purchased, Standard Support includes: Product updates and upgrades , Phone and Customer Center support for installation and general use questions Access to Tripwire Customer Center (our self-service support portal) and Customer Community o Create, update and manage your support requests online o Access the Tripwire Knowledge Base o Access Support and Services Technical Documents Use of Tripwire's dedicated toll-free number 3 Day Relief Goals (as defined further below) Three named support contacts Standard Support Response Times Relief Goals During Standard Business Hours 4 Hours 72 Hour Resolution (See regional Local Service hours, pg. 3) Outside Standard Business Hours 12 Hours 72 Hour Resolution (See regional Local Service hours, pg. 3) Weekend Hours (See regional Local Service hours, pg. 3) 48 Hours 72 Hour Resolution Premier Support 24/7: Former ncircle products are Premium During the support term purchased, Premier Support includes all Standard Support features, plus the following: 24 hour support, 7 days per week, 365 days per year Accelerated response times Product updates and upgrades , Phone and Customer Center support for installation and general use questions Access to Tripwire Customer Center (our self-service support portal) and Customer Community o Create, update and manage your support requests online o Access the Tripwire Knowledge Base o Access Support and Services Technical Documents 1 Day Relief Goal (as defined further below) Use of Tripwire's dedicated toll-free number Unlimited named support contacts Premier 24/7 Support Response Times Relief Goals During Standard Business Hours 1 Hour 24 Hour Resolution (See Regional/Local Service hours, pg. 3) Outside Standard Business Hours 2 Hours 24 Hour Resolution (See Regional/Local Service hours, pg. 3) Weekend Hours (See Regional/Local Service hours, pg. 3) 2 Hours 24 Hour Resolution 1

2 Response Times: Response times are dependent upon the level of support the customer has purchased. To qualify for the above response times, customers are required to cooperate with the Tripwire Technical Support team in providing reproducible results for errors reported. Tripwire s ability to provide support will depend, in some cases, on the ability of the customer to provide accurate and detailed information and to aid in handling a support request or error report. Relief Goals: Relief Goals describe the target time period for Tripwire to provide a temporary resolution of an issue. In some instances, and at Tripwire s discretion, the resolution of an issue may involve the removal of the product(s) or functionality from the customers system(s). Tripwire reserves the right to request a customer to upgrade to the current version in order to resolve a known problem or technical issue. Escalation Procedures: The Tripwire escalation procedures raise the visibility of your most important issues within Tripwire. Tripwire may, at its discretion, pass any issue into the escalation process. Our normal escalation process includes evaluating the severity level of the issue. Our goal is to solve issues in a timely manner taking into consideration the severity of the issue. In general, if you are not satisfied with a response from the Technical Support staff, you may request that the issue be escalated to a Lead Support Engineer, Support Management, Development, or QA groups through your local Tripwire Sales Manager or the Director of Customer Services. Once an issue has been escalated, Tripwire Technical Support will coordinate internal and customer resources in gathering pertinent data required to identify and solve the issue. Tripwire expects our customers to provide adequate resources to provide requested data and assist in resolution of the issue. Tripwire, at its sole discretion, may request to place personnel onsite to assist with resolution of an issue. Personnel may include but are not limited to Sales/System Engineers, Technical Support Engineers, Professional Services Consultants or Development/QA Engineers. Severity Level Description Contact Method Response Times *Relief Goals 1 System Down System is inoperable, not functioning; data is lost. Notify Support via phone Premier: Immediate to 1 hour. Standard: Immediate to 4 hours, during business hours. Premier = 24 hours Standard = 72 hours 2 Critical Business outage or major impact threatening future productivity. Very difficult to workaround; system is somewhat usable. Notify Support via phone Premier: Immediate to 1 hour. Standard: Immediate to 4 hours, during business hours. Premier = 24 hours Standard = 72 hours 3 Workaround Problem impact is high; production is proceeding but in an impaired fashion. Workarounds are available. Notify Support via phone or Tripwire Customer Center (TCC) Premier: 1 2 hours response. Work issue during business hours Standard: 24 hours. Work issue during business hours. Premier = 24 hours Standard = 72 hours 4 Minor Issue does not have significant productivity impact. Examples: product enhancements, usage questions and cosmetic problems. Notify Support via phone or Tripwire Customer Center (TCC) Premier: 1 2 hours response. Work issue during business hours Standard: 24 hours. Work issue during business hours. Premier = 24 hours Standard = 72 hours IMPORTANT: For Severity Levels 1 and 2, it is strongly recommended that you phone technical support. For issues submitted to technical support via the website or , we will respond either by or phone within the timeframes designated for Severity 3 or 4 issues. 2

3 Tripwire Hardware Support Policies: In the event of a failure of any Hardware, Tripwire will ship a replacement product within one (1) business day of determination of failure. If the Hardware is damaged due to negligence or neglect, Customer will be responsible for all shipping and repair costs. Otherwise, Customer will responsible for shipping costs to Tripwire and Tripwire will be responsible for shipping the replacement product to Customer. Exclusions to Technical Support Services for Hardware Tripwire will have no obligation to provide Technical Support Services for problems in the operation or performance of the Hardware to the extent caused by any of the following: 1. Customer s failure to follow Tripwire environmental, installation, operation or maintenance specifications or instructions. 2. Material modifications, alterations or repairs made other than by Tripwire or at the direction of Tripwire. 3. Customer s mishandling, abuse, misuse, negligence, or improper storage, servicing or operation of the Hardware. 4. Power failures, surges, lightning strikes, fire, flood, accident, and actions of third parties or other like events outside Tripwire s reasonable control. If Tripwire determines that it is necessary to perform Technical Support Services for a problem in the operation or performance of the Hardware that is caused by one of the foregoing, then Tripwire will notify Customer thereof as soon as Tripwire is aware of such a problem and Tripwire will have the right to invoice Customer at Tripwire s then-current published time and materials rates for all such Technical Support Services performed by Tripwire. Hardware RMA Process: 1. Customers will initially contact the Support Department when they experience a problem with an appliance. Support will open a case into Tripwire s ticketing system and begin troubleshooting the issue. If Support determines that the issue requires replacement of an appliance or component a RMA Request form will be completed and forwarded to the customer. 2. Support will assign the RMA number by using the case number generated by Tripwire s ticketing system and adding the date as the prefix. 3. Tripwire s staff will initiate the request for replacement equipment. The Support case will remain open until the issue has been resolved and the defective appliance or component has been returned by the customer. 4. Replacement appliances and components will be shipped out within one business day of the RMA Request form being submitted to Tripwire s vendor. 5. Unless otherwise specified, all domestic replacements will be shipped via Federal Express standard overnight service. International shipments will be shipped via freight forwarder utilizing best carrier. 3

4 Hours of Operation with Contact and Access Methods: Contact Support: Hours of Operation: North America: Tripwire Support is open Monday Friday, 6:00am 6:00pm Pacific, 9:00am 9:00pm Eastern. We recognize US Federal Holidays. Premier Support is provided via call back service 7 days, 24 hours a day. Europe: Tripwire Support is open Monday Friday, 8:00am 8:00pm London (BDT/BST). We recognize UK Holidays. Premier Support is provided via call back service 7 days, 24 hours a day. Asia and Pacific: Tripwire Support is open Monday Friday, 9:00am 6:00pm Sydney, 7:00am 4:00pm Singapore. We recognize Australian Holidays. Premier Support is provided via call back service 7 days, 24 hours a day. Phone Access: Area Toll Free Local Direct Dial (US) Service Days by Support Level North America US and Canada Standard Mon-Fri Europe, Middle East and Africa (EMEA) UK, France, Germany, Benelux and Nordics Standard Mon-Fri 4 Local Service Hours Eastern Central Pacific Austria (no cell phones) Standard Mon-Fri Saudi Arabia Standard Mon-Fri Riyadh Asia Pacific (APAC) Australia Standard Mon-Fri Sydney New Zealand Standard Mon-Fri Auckland Singapore Standard Mon-Fri Singapore Malaysia Standard Mon-Fri Hong Kong Standard Mon-Fri Hong Kong Holidays All support is provided by US & UK based personnel. We observe the following Worldwide & US holidays. Year Worldwide Dates Regional Dates 2015 Jan 1, Dec 25 North America North America: Jan 1, Dec 25 for EMEA Jan 1, Dec 25 for APAC Jan 1 for Japan 2016 Jan 1, Dec 26 TBD * Access: support@tripwire.com 9:00am 9:00pm EST/EDT 8:00am 8:00pm CST/CDT 6:00am 6:00pm PST/PDT London 8:00am 8:00pm BST/BDT Berlin, Amsterdam, Copenhagen 9:00am 9:00pm CET/CEST Vienna 9:00am 9:00pm CET/CEST 11:00am-11:00pm AST 9:00am 6:00pm AEST/AEDT 11:00am-8:00pm NZST/NZDT 7:00am 4:00pm SGT Kuala Lumpur 7:00am 4:00pm MYT 7:00am 4:00pm HKT Jan 1-2, Feb 16, May 25, July 3, Sep 7, Nov 26-27, Dec 25 EMEA: Jan 1, Apr 3, Apr 6, May 4, May 25, Aug 31, Dec 25, Dec 28 APAC: Jan 1, Jan 26, Apr 3, Apr 6, Jun 8, Oct 5, Dec 25, Dec 28 Japan: Jan 1, Jan 12, Feb 11, Mar 20, Apr 29, May 4-5, July 20, Sep 21, Sep 23, Oct 12, Nov 3, Nov 23, Dec 23 *In order to Tripwire Support, customers must have a current Tripwire Support Plan or be registered as an Evaluation License holder or Partner. Customers are also required to register in our Tripwire Customer Center to send, and received Support s.

5 Tripwire Customer Center Log in: Username is your corporate address (you may change your username under My Profile) To Create a New Account: Call your local Support Team for new account registration (see contact us link on login screen). Tripwire Customer Center (TCC) is a full-feature portal allowing our customers to access their Profile, Support Case Submission and Management, Product Downloads, Access License Keys, Forums and IDEAs communities and the Knowledgebase (includes articles, user guides and How-to articles) and Training. These features are restricted to customers with a valid Support/Maintenance Agreements or Evaluation License. The Tripwire Customer Center is HTTPS secure for all customers. HOME PAGE be sure to open the left navigation bar using the arrow 5

6 IDEAS TAB: For product enhancement and feature requests. Submit, Vote and Comment on your and other user s IDEAS. FORUMS TAB: Select your Product and communicate with Tripwire and Tripwire Customers. 6

7 DOWNLOADS TAB: Access your product downloads KNOWLEDGEBASE TAB: Search our Knowledgebase, Forums and your company cases CONTACT TAB: Find the toll-free number for your region 7

8 From the Tripwire Customer Center (TCC) left-hand Navigation bar to access: 1. My Account Displays your current product license keys and hardware. This feature is coming soon for additional Tripwire products. 2. My Profile Edit your profile including your username and Change My Password and contact information 3. Open Cases View and manage all open cases associated with your account Submit Cases Example company Example company 8

9 4. All Cases View all open and closed cases associated with your account 5. Training View training options available to our customers 9

10 6. Feedback We want your feedback anytime send your suggestions to the Support & Consulting Teams Tripwire Support sends an with a feedback link identifying your case when case is closed. 7. Support Policies & Product Discontinuation Policies View Tripwire s Support and Discontinuation policies 8. Submit a Case Open a new support case with our support team. Our system will automatically searches the Knowledgebase based on the subject line and product line After you a case you may set Priority and Severity as well as attach files and documents Searches Knowledge base off the Subject Line / Add Priority and then Submit & Add Attachments after Case Submission 10

11 Add Comments or Attach a File to your case, or Edit any information as your case progresses Adding Attachments and Documents is easy General Support Information: Technical Support for supported products is available via a variety of contact methods, which include the Tripwire Knowledge Base, Telephone, and Tripwire Customer Center during scheduled support hours for current software versions for customers during the support term purchased by a customer. Providing technical support does not imply that Tripwire will fix software defects or make changes to the software. The following items are NOT generally supported: Operating systems and third-party applications Alterations or revisions to the Tripwire software made by the customer or third parties Use of the Tripwire software in a manner other than as authorized in the applicable license agreement Use of any Tripwire software other than the current [and immediately prior] release Escalations from personnel other that the named Technical Account Contacts Continued support for issues which Tripwire has provided corrections not implemented by the customer or data requested from the customer but not provided Free or no-cost Tripwire software products and tools This support policy is for informational purposes only, and is subject to change without notice. Individual customer s support is exclusively governed by the terms and conditions of its support agreement with Tripwire. If there is no signed support agreement, the Support Policies and the terms and conditions found online at Tripwire Support Policies apply. All updates and upgrades are subject to the terms and conditions of the customer s license agreement. If no license agreement has been signed by the customer and an authorized representative of Tripwire, all updates and upgrades are subject to Tripwire s End User License Agreement that can be found online at Tripwire EULA. 11

12 Supported Products The level of technical support available during a product lifecycle varies depending upon the lifecycle phase that the product is in. The current support status information for each Tripwire product may be found online at: Tripwire Product Discontinuation Policy. Tripwire Support Plans, Services and Offerings Tripwire reserves the right to alter its Technical Support Plans, Services and Offerings without prior notice. SUPPORT DEFINITIONS: Common Criteria The Common Criteria for Information Technology Security Evaluation (abbreviated as Common Criteria or CC) is an international standard (ISO/IEC 15408) for computer security certification. Common Criteria provides assurance that the process of specification, implementation and evaluation of a computer security product has been conducted in a rigorous and standard manner. CR -1 Release CR -2 Release Current Release (CR) Tripwire Customer Center (TCC) The latest version/release to become generally available (GA) prior to the current release. The latest release/version to become generally available prior to the CR -1 release. The most recently available version/release of a Tripwire product is commonly known as the current release. Tripwire s self-service support portal where the Customer has access to (a) create, update and manage Support requests online, (b) the Tripwire Knowledge Base, and (c) Support Technical Documentation. End of Life Full Support Limited Support Maintenance Maintenance Release The date when a product is no longer supported (No Support). Also known as Sunset. Full support is provided to customers based on the terms and conditions of their license agreement. Additional information on Tripwire Customer Support may be found at As a product enters a limited support phase, the following guidelines apply: Direct upgrade path from CR -1 and CR -2 to current release. New enhancements will not be made to the version/release. Customer Support will direct customers to current release, existing fixes/patches and workarounds applicable to the reported case. Tripwire will only develop fixes for problems of high technical impact or business exposure for the customer. The degree of impact and exposure and the consequent activities will be determined jointly by the customer and Tripwire representatives. Customer Support may direct customers to upgrade to a more current version/release of the product. Download of CR -1 and CR -2 for support of legacy systems upon customer request. The engineering that is done regularly to the Software to keep it in good working order usually provided to the customer in the form of updates (generally 4 per year) and Software releases (generally 2 per year). For the purpose of this support policy, a maintenance release is considered part of the main version/release. For example, is supported as part of the 3.2 release. 12

13 No Support Order Platform Support Premier Support Product Lifecycle Release Release Numbering Relief Resolution Service Level Service Request (Case, Support Case) Severity Level Severity Level 1 System Down Severity Level 2 Critical Severity Level 3 Workaround Severity Level 4 Minor Software Updates Product versions that are no longer supported will not appear on the individual product pages on the Tripwire Customer Support Web site. Information for unsupported releases may not be available in our knowledge database. Information on any available upgrades to new product versions that are supported may be obtained from your Tripwire account representative. A customer purchase order accepted by Tripwire, governed by the terms and conditions of an Agreement, including any applicable addenda (exhibits, attachments, or amendments) and the applicable Tripwire quotation. The computer hardware on which Tripwire Software can be used including prerequisites. The highest level of support response times that can be ordered by the Customer. The first release of a Software product through Full Support, Limited Support and its End of Life. A new version of the Software made available to customers. Tripwire supports the current release plus one prior not to exceed 2 years. Tripwire uses a three-place numbering scheme to designate released versions of software. The format is VV.RR.MM, where V indicates the version, R indicates the release level, and MM indicates the maintenance level. An example would be version (abbreviated 3.2.2). Often in referring to general product versions and releases, the maintenance level is omitted. For example, both and may at times be referred to as 3.2. Temporary resolution to a customer s request for support. The process of resolving a customer request for support. Also known as problem resolution, in the form of a fix, bug fix, patch, error correction, work-around or software update. The level of support ordered by a customer; either Standard or Premier. Also known as Service Level Agreement (SLA). The customer s telephone call, Tripwire Customer Center web submission or asking for support. Also known as a bug report, problem, call or issue. The criteria that Tripwire uses to determine the importance of a customer request for support. System is inoperable, not functioning; data is lost. Business outage or major impact threatening future productivity. Very difficult to workaround; system is somewhat usable. Problem impact is high; production is proceeding but in an impaired fashion. Workarounds are available. Issue does not have significant productivity impact. Examples: product enhancements, usage questions and cosmetic problems. Changes to the Software that improve usability. Generally an accumulation of maintenance changes to the Software in response to resolutions of customers Service Requests (including problems, usability issues, and cosmetic changes) and other Tripwire engineering changes. 13

14 Software Upgrades Standard Support Support Agreement Technical Support Version/Release Upgrades, as referenced in the Support Policies, refers to new versions of the original Software (identified by a version change to the left of the decimal point, e.g. 8.0 to 9.0) that add functionality and does not extend to other Tripwire product offerings. Upon receipt of a Software update or upgrade, Customer agrees to cease all use of the prior version of the Software and destroy all copies. The basic level of support response times that can be ordered by the Customer. The terms and conditions of support services provided to a customer by Tripwire. If no agreement is signed, the Standard Support Policies on Tripwire.com govern support services provided. The technical expertise that may be accessed by a customer, which include the Tripwire Knowledge Base, Telephone, and Tripwire Customer Center. Also known as support or tech support. A version/release is a deliverable of a Tripwire product that is fully functional and is installable on the targeted platform through a standard installation program. A version/release is referenced using the V and R portions of the release number as described above under Release. 14