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 |
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