Policies

Terms of Support

Uptime Information

Iframe needs to be enabled to see the page below alternatively, go to the Phoenix Security status page

Support Information

SLA & Terms of Service

Last updated: 14 February 2023

TERMS OF SUPPORT

Technical Support

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.

E-Mail Support

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.

  • User maintenance (admin provisioning, password resets)
  • Troubleshooting assistance
  • Response to general inquiries

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

 

Join our Mailing list!

Get all the latest news, exclusive deals, and feature updates.

x Logo: ShieldPRO
This Site Is Protected By
ShieldPRO