AppTrana Commercial Support

Support is available for all AppTrana customers, depending on the product plan subscription.
Support can also be reached at +91 265 6133083 (IN) or +1 866 458 3058 (US).

INDUSFACE PROVIDES THE FOLLOWING SUPPORT TO APPTRANA CUSTOMERS WORLDWIDE:

AppTrana Support

E-mail, Phone &

Website Chat Support

24x7 for Advance and Premium Plan and Business hours for Basic Plan

Response Time on Service Request

Approximate time taken to respond to a query by Apptrana support personnel for each request

Critical -1 hour*

High – 4 hours

Resolution Time on Service Request

Approximate time taken to resolve a query by Indusface support personnel for each request

Critical -1 day*

High – 3 days

Request for manual Penetration - Testing by Security Experts

Manual Pen-Testing will be available within
maximum of 4 weeks from the date of request raised.

Although not mandatory, you can also choose to fix those vulnerabilities and request for re-validation of those fixes within 60 days from the report availability date

Manual verification (POCs) of vulnerabilities to remove false positives by Experts

Unlimited for Premium Plan and upto 5 Request for Advance Plans

POCs will be provided for Critical, High, and Medium Vulnerabilities

Estimated time in business hours for delivery of POCs :

Critical – 24 hours

High – 48 hours

Medium – 72 hours

Custom rules for virtual patching

Virtual patch to be created if new vulnerability is discovered or reported

Unlimited for Premium Plan and upto 2 Request for Advance Plans

Custom rules will be applied only for Critical, High, and Medium Vulnerabilities

Estimated time in business hours for delivery of Custom Rules :

Critical – 24 hours

High – 48 hours

Medium – 72 hours

24x7 application Monitoring and Expert tuning

Available for Premium Plan

* Cases submitted/logged via the customer support email or requested via the AppTrana Portal

AppTrana Software Support:

Support Level

Support Coverage

Service Level Agreement

Telephone

E-mail

Severity 1

Severity 2

Severity 3

Standard

24x7x365

24x7x365 for Premium and Advance Plan and 24x5x365 for Basic Plan

2hrs TT 2 days to resolution

4hrs TT 10 days to resolution

24hrs TT next release

Note: TT refers to maximum time to raise a support ticket. Response times are based on commercially reasonable efforts

Once a customer initiates a support request, a support ticket number is generated and tracked by a support representative. A support ticket is assigned a severity number based on the nature of the issue. A support ticket can be assigned any one of the three possible severity levels. In all the three cases, an e-mail is sent to the customer informing them about the ticket along with the support ticket number.

Indusface support tickets will be assigned a severity level based on the following guidelines:

Severity 1 is used for technical issues, which result in complete outage of AppTrana. A support representative will respond to the request within 2 hours of the reported problem. For Severity 1 issues, customer shall initiate contact with AppTrana support via telephone and indicate the probable category of the incident.

Severity 2 is used for issues when a customer can access AppTrana; however, one or more significant features of the service are unavailable. For Severity 2 issues, customer shall initiate contact with AppTrana support via telephone and indicate the probable category of the incident..

Severity 3 is used for issues that do not prevent the customer from using key features of AppTrana or if the reported problem has been explained along with a workaround in the provided documentation. If there are questions or queries on the service functionality and reports, they will also be assigned Severity 3. For Severity 3 issues, customer may email or telephone AppTrana support

Customer Contacts

Access to AppTrana support services will only be provided to a maximum of three (3) Customer Support Contacts designated in writing by the Customer to AppTrana.

Language

Support and associated documentation will be provided in English language.

 

Escalation

In case of unresolved concerns or technical issues, please follow the chain of escalation as shared below. The initial response will arrive within one business day.

  1. Indusface Support – support@indusface.com
  2. Indusface Support Manager –
    support-manager@indusface.com

 

Contact Us

Support Tel –
+91 265 6133083 (IN)
+1 866 458 3058 (US)