IronPort Support Case Processes

IronPort is dedicated to providing a superior Customer Support experience. Our Case Processes enable us to deliver an unforgettable service experience to all of our customers though a systematic approach to handling cases. We leverage the case priority combined with our internal service level agreements and escalation process to ensure effective problem resolution. The components of the IronPort Case Processes, described below, establish a means for the Customer Support Team to meet and exceed customer expectations.

Case Priority Level Definitions

IronPort's case priority level definitions are used to assist in the prioritization of handling Customer Support cases. We leverage the priority level set on cases submitted via the IronPort Support Portal. Please use the guide below to assist in selecting the appropriate priority level. Please note that IronPort reserves the right to modify the priority levels below and upgrade or downgrade the priority level of a Customer Support case at any time.

Priority Level	Application / Appliance Status	Impact on Business Operations	Issue Description
Priority 1: Critical	Down	Severe	Operation Stopped
Priority 2: High	Up	Significant	Operation Restricted
Priority 3: Medium	Up	Minor	Workaround Available
Priority 4: Low	Up	Little / No	Feature, information, documentation, & how-to requests

Service Level Agreements (SLAs)

IronPort's Customer Support Team follows internal service level agreements according to the priority level of the Customer Support case. Our SLAs provide a basis for timely responses. Please note that our SLAs apply only during the Customer Support office hours.

Priority Level	Acknowledgement†	Response‡	Contact
Priority 1: Critical	< 1 Hour	< 1 Hour	Support Engineer CC: Support Manager
Priority 2: High	< 1 Hour	4 Hours	Support Engineer
Priority 3: Medium	< 1 Hour	1 Day	Support Engineer
Priority 4: Low	< 1 Hour	1 Day	Support Engineer

Escalation Process

IronPort's technically skilled Customer Support Team has a structured escalation process which ensures that the appropriate engineers are assigned to respond to cases efficiently and effectively. We use our escalation process as a guide to responding to cases and treat each case uniquely to ensure that we best address the issues at hand.

Priority 1: Critical

• The case is assigned a Customer Support Engineer who is identified to the customer.
• The assigned Customer Support Engineer is responsible for providing progress reports and the delivery of a response.
• The customer contact who opened the case is designated as the primary contact unless otherwise requested by the customer.
• A Support Manager is notified by the Customer Support Engineer after the case is verified as Priority 1.
• Status on the case is reviewed by the Support Management Team daily until a response is delivered.

Priority 2: High

• The case is assigned a Customer Support Engineer who is identified to the customer.
• The assigned Customer Support Engineer is responsible for providing progress reports and the delivery of a response.

Priority 3: Medium

• The case is addressed by the Customer Support Team who is responsible for delivering a response.

Priority 4: Low

• The case is addressed by the Customer Support Team who is responsible for delivering a response.