SecurityMatters Support Services Clause Samples

SecurityMatters Support Services. Level 1 The goal of Level 1 support is to assist with common issues and answer general questions related to the Software. The Level 1 support team shall be available via email during service hours or as agreed otherwise with the customer. Level 1 support representatives shall have a general and broad understanding of the product. Level 1 support staff are not required to understand the inner workings of the product or how to interpret the monitoring information. Level 1 support representatives shall gather information from the customer to determine the customer’s issue. The information could be installation type (e.g. physical, virtual, bundled), system components affected (e.g. Command Center), Error messages, log files, screenshots and possibility data (e.g. PCAP files), as well as, the action the customer tried to achieve or the steps that were taken. Once the issue has been identified, the support representative shall examine the possible solutions available. Solutions can be found in the Documentation and the SecurityMatters Knowledge Base. The Knowledge Base provides answers to reoccurring questions and issues. Some issues may be straightforward to solve, while others may require more interaction with the customer. If no solution can be found, the Level 1 support representatives shall escalate the issue to Level 2 support representatives. Before escalating, Level 1 representatives must have gathered all relevant deployment information and they shall document the (unsuccessful) steps taken as well as what has already been accomplished. Examples of potential problems addressed by Level 1: • User got locked out of the SilentDefense Command Center • User cannot find how to change the time zone settings • Questions regarding the deployment of a virtual machine of SilentDefense (e.g. common problems when deploying on different hypervisors) • Questions about which protocols are recognized or parsed • Questions about how to configure widgets/syslog forwarding/LDAP integration/etc.
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