Technical Support Services

Experts in data security and compliance, Vormetric’s technical support engineers are prepared to deliver responsive support and technical assistance for all Vormetric products and solutions. Vormetric offers 24x7 support that guarantees our customers will immediately receive answers to any of their questions or concerns.

The Vormetric Technical Support staff is dedicated to providing our customers with courteous, prompt, and professional responses to all their technical inquiries. Our engineers are available around the clock and can be contacted by phone, email or online via our Self Service Support Portal.

Vormetric offers two levels of technical support – Standard and Premium – that afford customers the flexibility to select the plan that best meets their needs. Both programs include a formal escalation procedure that ensures an effective resolution to all your issues and questions.

Technical Support Levels

Support Level	Standard	Premium
Term	1yr	1yr
Support Coverage	8am-5pm PST	24x7x365
Software Updates	Major/Minor updates to software at no charge	Major/Minor updates to software at no charge
Hardware Replacement	Standard replacement	Expedited pro-active replacement
Access to Self Service Portal/Knowledgebase	Yes	Yes

Technical Support Response Times

Severity Level	Proposed Initial Response Time to issue (*)	Target Resolution Time
Level 1: All use of Software and Appliance on a production platform is lost.	Four (4) Hours	Continuous efforts by both parties.
Level 2: Use of the Software or Appliance on a production platform is severely degraded and/or access to data is impeded with no work around.	Four (4) Hours	Continuous effort by both parties during business hours.
Level 3: Licensed Software or Appliance on a production platform causes or results in substandard or erratic performance with no work around.	One (1) Day	Next maintenance release.
Level 4: Minor problem; or when any of the above categories of Failures has been addressed with a workaround.	Five (5) Days	Next update at Vormetric’s discretion.
Level 5: Failure is cosmetic in nature and does not result in reduced performance.	Five (5) Days	Next update at Vormetric’s discretion.