Fortanix Data Security Manager with Google Cloud EKM - Support Model

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

Slack Channel - https://fortanix.com/runtime-encryption-slack

Support Website - https://support.fortanix.com/hc/en-us/requests/new
  GOOGLE Google Cloud Support - Submit a support ticket using the console.
 

Note.png NOTE:

  • The Fortanix 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:

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 

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.pngNOTE:

  • 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 additional information as is necessary for Fortanix to resolve the customer's problem.

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