Compare IronPort Support Programs
SUPPORT OFFERINGS |
PLATINUM | PLATINUM PLUS * | |
|---|---|---|---|
Case Management |
|||
| Appliance, Web, Email, Phone |
24 X 7 | 24 X 7 | |
Technical Support |
|||
Office Hours |
24 X 5 | 24 X 5 | |
On-Call Hours: Critical Issues Only |
24 X 7 | 24 X 7 | |
Case Response Times |
|||
Priority Level 1 |
< 1 Hour | < 1 Hour | |
Priority Level 2 |
4 Hours | 4 Hours | |
Priority Level 3 |
1 Day | 1 Day | |
Priority Level 4 |
1 Day | 1 Day | |
Hardware & Software Support | |||
Software Upgrade Notifications |
Yes | Yes | |
Field Upgrades |
Yes | Yes | |
Remote Diagnostics |
Yes | Yes | |
Hardware Support |
Yes | Yes | |
Support Portal | |||
Case Management |
Yes | Yes | |
Forums |
Yes | Yes | |
Knowledge Base |
Yes | Yes | |
Documentation |
Yes | Yes | |
Virus Outbreaks |
Yes | Yes | |
Security Alerts |
Yes | Yes | |
Account Based Services | |||
Preferential Case Handling |
No | Yes | |
Designated Support Engineer |
No | Yes | |
Major Software Release Reviews |
No | Yes | |
Feature Request Updates |
No | Yes | |
| Download the PDF | Download the PDF | ||
| * Platinum Plus Support is not available in all regions. Please contact your sales representative for information about support offerings in your area. | |||
