---
title: "Fortanix DSM with Google Cloud EKM - Support Model"
slug: "fortanix-dsm-with-google-cloud-ekm-support-model"
updated: 2026-04-01T08:23:40Z
published: 2026-03-11T21:13:04Z
canonical: "support.fortanix.com/fortanix-dsm-with-google-cloud-ekm-support-model"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://support.fortanix.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Fortanix DSM with Google Cloud EKM - Support Model

## 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: [support@fortanix.com](mailto:support@fortanix.com) Slack Channel - [https://fortanix.com/runtime-encryption-slack](https://fortanix.com/runtime-encryption-slack) Support Website - [docs/](https://fortanix.zendesk.com/hc/en-us/requests/new) |
|  | GOOGLE | Google Cloud Support - Submit a support ticket using the console. |

> [!NOTE]
> 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]
> 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.

Fortanix Data Security Manager (DSM) is the world’s first cloud service secured with Intel® SGX. With Fortanix DSM, you can securely generate, store, and use cryptographic keys and certificates, as well as other secrets such as passwords, API keys, tokens, or any blob of data. Your business-critical applications and containers can integrate with Fortanix DSM using legacy cryptographic interfaces (PKCS#11, CNG, and JCE) or using the native Fortanix DSM RESTful interface.

## Related

- [Fortanix DSM - Quickstart](/fortanix-data-security-manager-quickstart.md)
- [Fortanix DSM for InterSystems Cache using KMIP](/fortanix-dsm-for-intersystems-cache-using-kmip.md)
- [Fortanix DSM with Double Key Encryption for Microsoft 365](/fortanix-dsm-with-double-key-encryption-for-microsoft-365.md)
- [Fortanix DSM with IBM Informix](/fortanix-dsm-with-ibm-informix.md)
- [Exporting Fortanix DSM Keys to Cloud Providers for BYOK - Salesforce (Using Cache-Only Keys)](/exporting-dsm-keys-to-cloud-providers-for-byok-salesforce-using-cache-only-keys.md)