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Indusface Provides the Following Support to the Customers Worldwide:
| Support | Web Application Scanning (WAS) | AppTrana WAAP |
|---|---|---|
| E-mail, Phone & Website Chat Support | 24*7*365 for WAS Premium | 24*7*365 for Advance, Premium and Enterprise Plan |
| Annual manual penetration testing by security experts. | Manual Pen-Testing will be available within maximum of 4 weeks from the date of request raised (Premium plan). 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 Pen-Testing will be available within maximum of 4 weeks from the date of request raised (Premium and Enterprise plan). 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. In case of Advance Plan up to 5 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 |
Unlimited for Premium Plan and Enterprise plan. In case of Advance Plan up to 5 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 |
| Virtual patch to be created if new vulnerability is discovered or reported | NA |
Unlimited for Premium and Enterprise Plan and up to 2 Request for Advance Plans. Custom rules will be applied only for Critical, High, and Medium (CHM) Vulnerabilities. Estimated time in business hours for delivery of Custom Rules : Critical – 24 hours High – 48 hours Medium – 72 hours |
| SwyftComply | NA |
SwyftComply will be available to all Premium and Enterprise customers. After submitting a SwyftComply request, Indusface will patch all Critical, High, and Medium-level vulnerabilities (that can be patched at the WAAP level) and provide a clean zero-vulnerability status within 72 hours. |
| 24×7 application Monitoring and Expert tuning | NA |
Available for AppTrana Enterprise and Premium Plan |
* Cases submitted/logged via the customer support email or requested via the Portal
AppTrana WAAP Uptime Commitment:
Indusface provides application availability commitment of 100% and PI availability commitment of 99.99% per month
For detailed document on AppTrana SLAs – click here
Response Time Commitment
| Support Level | Support Coverage | Service Level Agreement | ||||
|---|---|---|---|---|---|---|
| Telephone | Severity 1 | Severity 2 | Severity 3 | |||
| Standard | 24*7*365 for Enterprise and Premium | 24*7*365 for Enterprise, Premium, Advance and Basic Plan | 2 hrs response time | 4 hrs response time | 24 hrs response time | |
Once a Customer initiates a support request with Indusface, a support ticket number is generated and tracked by a support technician. A support ticket is assigned a severity number based on the nature of the issue. A support ticket can be assigned to any one of 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.
- Severity 1 is used for technical issues, which result in complete outage. A support technician will respond to the request within 2 hours of the reported problem. For Severity 1 issues, customer shall initiate contact with Indusface via telephone and indicate the probable category of the incident.
- Severity 2 is used for issues when a customer can access the software; however, one or more significant features of the software are unavailable. For Severity 2 issues, customer shall initiate contact with Indusface 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 software or if the reported problem has been explained along with a workaround in the documentation. If there are questions or queries on the software functionality and/or reports, they will also be assigned Severity 3. For Severity 3 issues, customer may email or telephone Indusface.
Customer Contacts
Access to Indusface support services will only be provided to a maximum of three (3) Customer Support Contacts designated in writing by the Customer to Indusface.
Escalation
The initial response will arrive within one business day. In case of unresolved concerns or technical issues, please follow the chain of escalation as displayed.*
Languages
Support and associated documentation will be provided in English language.