Basic Application Support Policy
Scope ⫘
Basic Application Support provides support for the Vulnerability Detection and Prioritization application through the web portal for:
- Questions concerning usage issues related to the Vulnerability Detection and Prioritization application, including specific features, options, and configurations
- Provide suggestions regarding the appropriate usage, features, or solution configurations for the application
Customer Service Hours ⫘
Support Agents are available 9 a.m. to 5 p.m. ET Monday-Friday, excluding Major US Holidays.
Self Help Options ⫘
The application includes a wide range of self-help and guided assistance which can be accessed by any user at any time through the UI. These articles are updated continuously, and ideas for new articles can be submitted through the normal ticket process.
Training ⫘
Training videos and supporting documentation is available on the Secureworks website describing product usage and troubleshooting guides.
Application Support Level Descriptions ⫘
Basic Application Support ⫘
Support requested or engaged via Ticket or Chat in web portal
- Access to Vulnerability Detection and Prioritization Knowledgebase, User Manuals, and in-app walkthroughs
- Suggestions to improve/add to the product features, functionality
- Report and propose solutions for defects
- Address concerns with documentation
- Online Release Notes
- Break/Fix support for customer instance issues
- Limited Scanning Configuration Support
- API Access and documentation needed for self service
- Access to online tools
- Support personnel are available during Customer Service Hours
- Product & application tools are available 24x7
- Support Priorities
Tickets may be submitted with the following support priorities and the defined response targets apply. Secureworks reserves the right to adjust the priority of support tickets based on Secureworks’ evaluation of the issue. After business hours an outage ticket must be submitted through the support page with the appropriate category to receive support. Ticket category guidelines are described below:
Support Priority | Response Target Issue Acknowledgement Time | Category Description | Solution Description |
---|---|---|---|
Priority 1 (P1) | 1 hour | Outage
|
One or more of the following:
|
Priority 2 (P2) | 1 business day | Major Defect
|
One or more of the following:
|
Priority 3 (P3) | 2 business days | Missing Feature or Documentation
|
One or more of the following:
|
Definitions ⫘
Defect ⫘
A failure of the vdr platform to deliver on its specifications set forth in the Documentation. Examples include, but are not limited to, the following:
- Failure of one or more components in the application.
- Failure of one or more components of the infrastructure of the application.
- Severe under-performance of the application, according to the Documentation.
Fix ⫘
A modification or an addition to the vdr platform that overcomes a Defect when applied. Secureworks may provide a workaround in lieu of a Fix at Secureworks’ sole discretion.
Major US Holidays ⫘
New Year’s Day, Memorial Day; Independence Day, Labor Day, Thanksgiving, the day after Thanksgiving, Christmas Eve, Christmas, and the day after Christmas.
Response Target ⫘
The time between Secureworks’ receipt of a Defect notification from a Customer, and Secureworks’ confirmation of that Defect from one of its personnel. While Customer’s submission of a ticket may trigger an automated response from the application, automated responses are disregarded for purposes of determining Response Times.
Workaround ⫘
A process or procedure which can be implemented to allow for the continued use of the application while a Defect still exists.