Technical Support Guide

Technical Support Case Classification

When classifying the severity level of support cases, ITDefenseShield.com always considers the level of accessibility customers have to access the resources under the protection of our services running in production. Therefore, the severity of support cases is divided into four categories:

• Critical - A down situation, where a customer organization is unable to do production work, and a work-around is not available. We assign Critical priority to cases where users are not able to log into the system, access data or systems managed by ITDefenseShield.com’s services.

Examples of support cases categorized as critical:

˚ Users are not able to log in to retrieve or share data.

˚ A business-critical application is not operational because the user is unable to use Single Sign On

˚ A critical business process for the customer is stopped, resulting in significant financial losses

In order to ensure timely response and resolution we request that you not use email to log a Critical case and use other contact methods instead, such as calling our available lines and submitting support cases through the customer portal

• Serious - A major function is unusable and no work-around is available, but the customer is able to do some production work.

These are high impact events that do not fall under the Critical category because they do not affect access to data.

As examples, ITDefenseSHield.com will treat the following situation as serious:

˚ Loss of Redundancy. A local file sharing appliance is not accessible, but the data is still available in the file sharing portal.

˚ Performance issue that impact the users’ ability to perform their normal duties

˚ Password management issues at scale that do not affect users’ or applications’ access to credentials

˚ Audit data consistency

˚ Intermittent issues that correct themselves without intervention

• Moderate – If there is a loss of a function or resource that does not seriously affect Customer’s operations or schedules, we will assign it a Moderate priority. Most problems will fall in this category. Also, after an immediate Serious or Critical issue is resolved, we will conduct root cause analysis with Moderate priority. Examples of Moderate priority issues are:

˚ Data quality issues

˚ Individual user login issues

˚ Issues with credential management functionality

˚ Issues related to provisioning new functionality

˚ Investigation of error messages

˚ Issues observed in non-production environments

• Minor – Informational requests. This category includes:

˚ Errors and clarifications about Product Documentation

˚ Advice on best practices

˚ Questions about functionality

Below you can find details of ITDefenseShield.com’s Technical Support SLAs, as referenced in the Master Services Agreement which define response times and ITDefenseShield.com’s support business hours. 

CyberArk offers 24 by 7 support to all customers for Critical and Serios severity levels.

Moderate through minor severity levels are handled Monday through Friday during regular business hours.

Premium Technical Support is available at an additional charge for customers needing ITDefenseShield.com’s fastest SLAs and support from a designated team of senior support

engineers who are well-versed in the needs of Federal and Enterprise customers

Service Level Agreements:

Priority/Severity, 24x7 SLA, Premium Technical Support

  • Critical

    • Initial Response: 2 hours

    • Initial Response: 1 hour

    • Action: Work continuously until problem is fixed

    • Action: Work continuously until problem is fixed

  • Serious

    • Initial Response: 4 hours

    • Initial Response: 2 hours

    • Action: Work through normal business day

    • Action: Work through normal business day

  • Moderate

    • Initial Response: 6 business hours

    • Initial Response: 4 business hours

    • Action: Reasonable as resources are available

    • Action: Reasonable as resources are available

  • Minor

    • Initial Response: 12 business hours

    • Initial Response: 8 business hours

    • Action: Reasonable as resources are available

    • Action: Reasonable as resources are available

 

*Please note that the SLAs applies mainly to issues occurring in production environments

Important Information about Critical Cases:

When working on a critical case, ITDefenseShield.com’s Technical Support team will work continuously until the resolution or suitable workaround independent on the time of when the support case was submitted. 

In order to deliver the fastest resolution to our customers, we strongly encourage our customer counterpart(s) or point of contacts to be equally available to answer and provide any needed details to the ITDefenseShield.com’s Support Engineer.

In addition, ITDefenseShield.com’s Technical Support team will accommodate requests for short breaks, or to reconvene after time-consuming processes complete (for example, restoration from backup). However, if a significant non-productive break is requested while providing support to a critical case, such as to wait for a Change Control Board meeting in 2 days; in order to ensure proper

support to all critical cases, we will not be able to keep the case with a critical priority.

ITDefenseShield.com’s Global Technical Support Business Hours

• Americas:

Business Day - Any day other than Saturday and Sunday or national holiday in the US (federal).

Business Hours – 8AM to 6PM Mountain Standard Time