Fortanix 24/7 Support
Fortanix Technical Support is included with your Fortanix-Data-Security-Manager (DSM) Software as a Service (SaaS) subscription. Fortanix support is designed for enterprises that operate Fortanix products in a mission-critical 24x7 environment and cannot afford to take any downtime.
Support program for SaaS includes:
24x7 telephone, email, and web support: Fortanix support engineers will answer technical questions and assist with data security operations 24 hours a day.
Access to experts through our Slack community.
Priority call-handling: Customer calls are given priority status and handled by the next available support engineer.
Fortanix support web portal offers extensive product documentation, access to the knowledge base, and other helpful information. Customers may create cases at any time by entering a case on the support website at https://support.fortanix.com/. You can create a support account by self-registering at https://support.fortanix.com/. In case of issues with account creation please email us at [email protected]. If you require emergency assistance, please contact us online or call support at 1-833-817-7300 (Int'l: 1-650-265-2403)
For more information on detailed steps, refer to Fortanix Support Sign Up Process.
Definition of Severity Levels and Targeted Initial Response
Severity Level | Description | Response time |
|---|---|---|
Priority 1 | Fatal: Critical production down issue affecting all users, including system unavailability or data integrity issue with no workaround available. | 30 min (24x7) |
Priority 2 | Severe Impact: Major production system functionality impacted or significant performance degradation. The problem is persistent and impacts many users and no reasonable workaround is available. | 2 hours (24X7) |
Priority 3 | Degraded Operations: Service is operational but partially degraded and an acceptable workaround exists. Performance issue or functionality bug impacting some but not all users | 8 hours (8×5) |
Priority 4 | Minimal Impact: Minor problem not impacting service functionality, enhancement request, or documentation request | 2 days (8×5) |