1.0 Introduction
For technical support you can reach Fortanix using the contact details mentioned in the table below.
Fortanix maintains extended business hours for support: 7am PST to 7 pm PST Severity 2-4 issues and 24/7 to resolve Severity 1 issue..
SERVICE NAME | SUPPORTING TEAM | CONTACT DETAILS |
|---|---|---|
FORTANIX DATA SECURITY MANAGER WITH EXTERNAL KEY MANAGER SERVICE (EKMS) | FORTANIX | Email: [email protected] Slack Channel - https://fortanix.com/runtime-encryption-slack Support Website - docs/ |
| Google Cloud Support - Submit a support ticket using the console. |
NOTE
The Fortanix-Data-Security-Manager (DSM) with an external key management service integrated solution is a joint responsibility of Fortanix and GCP.
Fortanix will provide the necessary technical support, data, and documentation.
Fortanix will provide updates for Fortanix Software at no additional charge, provided the customer remains current and in compliance with the end-user agreement.
For escalated support problems, Fortanix will use reasonable efforts to meet the service level objectives stated in the tables below:
2.0 Problem Severity Levels
RATING | DESCRIPTION |
|---|---|
Severity 1 | Critical production downtime issue affecting all users, including system unavailability or data integrity issue with no workaround available |
Severity 2 | Major functionality impacted or significant performance degradation. Problem is persistent and impacts many users and no reasonable workaround is available |
Severity 3 | Service is operational but partially degraded and an acceptable workaround exists. Performance issue or functionality bug impacting some but not all users |
Severity 4 | Minor problem not impacting service functionality, enhancement request, or documentation request |
3.0 Target Response and Resolution Times
RATING | RESPONSE TIME | RESOLUTION TIME |
|---|---|---|
Severity 1 | 1 hour or less | 3 business days or less (continuous efforts) |
Severity 2 | 4 business hours | 15 business days |
Severity 3 | 8 business hours | Next Release |
Severity 4 | 3 business days | To be determined by the parties |
NOTE
Response Time is the time necessary to acknowledge the receipt of the problem.
Resolution Time is the time necessary to provide a Software fix, workaround or explanation of functionality or other such items as to:
Resolve the customer problem where it is proven to be an issue of Fortanix Software,
Provide reasonable explanation or evidence that the problem is not the result of Fortanix Software or
Request any additio3nal information as is necessary for Fortanix to resolve the customer's problem.