Fortanix Support

Fortanix 24/7 Support

Fortanix Technical Support is included with your DSM 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 support@fortanix.com. If you require emergency assistance, please contact us online or call support at 1-833-817-7300 (Int'l: 1-650-265-2403)

   Here is a step-by-step guide to portal signing 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 (business hours) 

Priority 4

Minimal Impact:  Minor problem not impacting service functionality, enhancement request, or documentation request 

2 business days 

 

Download the datasheet here.

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