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SLA & Terms of Service
Last updated: 14 February 2023
Phoenix Security provides technical support to assist customers in using its solutions, resolve technical problems, and communicate information regarding the Phoenix Security solutions (“Support”). This page describes the Support included with all of AppSec Phoenix’s automated solutions; customers receive additional technical support and program management solutions through the selected Phoenix Security Customer Success package.
Phoenix Security shall provide 24 X 5 e-mail support 9-5 Friday, GMT, excluding Phoenix Security recognized holidays. All Phoenix Security customers can also engage AppSec Phoenix’s Support team by either creating a case in our Community https://phoenixsec.slack.com/ (the support case option can be found in the Login drop-down menu) via the Phoenix Security Support or by sending an email to support@phoenix.security Support may also be reached during non-standard business hours. Appsec Phoenix’s Support personnel will respond to non-standard business hour contacts based on the severity of the issue.
Email Support
As described above, all Phoenix Security customers can also engage AppSec Phoenix’s Support team by emailing support@phoenix.security .
Online Help and Documentation
The Phoenix Security solution platform contains a reference section with an extensive online documentation library, compilation requirements, upload instructions, and tutorials. This online self-service section is available to all provisioned platform users https://kb.phoenix.security/
Administration
All Phoenix Security customers have access to the basic administration services outlined below.
Customer users with the “Organization Admin” role can manage the customer’s other users and teams.
Support Case Severities and Initial Response Times
|
Severity |
Definition |
Standard Initial Response Time |
|
Severity Level 1 – “Critical”
|
Failure in the production operation of Phoenix Security solution causes a severe impact on the ability to access AppSec Phoenix’s solution platform and/or run business-critical reports from the platform. No acceptable workaround is in place. |
12 Business hours |
|
Severity Level 2 – “High”
|
Intermittent failure in the production operation of Phoenix Security solution causes moderate performance or functionality degradation, resulting in a major operational impact on the ability to access AppSec Phoenix’s solution platform and/or run business-critical reports from the platform. No acceptable workaround in place. |
1 Business Day |
|
Severity Level 3 – “Medium” |
There is a minor impact in the production operation of Phoenix Security solution where the solution is operational, but a technical issue may need resolution. This includes issues where an acceptable workaround is usually available and/or a documentation issue exists. |
3 Business Days |
|
Severity 4 – “Low”
|
Low or no impact in the production operation of Phoenix Security solution where the issue(s) do not impede operations and are limited to user questions and enhancement requests. |
5 Business Days |
Premium Services/ Professional Services
The Phoenix Security, Customer Success packages, are designed to include activities that are aligned with the outcomes that the customer is aiming to achieve through their application security program. They are inclusive of, and not limited to, Technical Support, Application Security Architecture and Consulting, and Security Program Management services.
Last updated: February 14, 2023
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