Services & Subscriptions
There are no silver bullets in security,
just constant vigilance
AlienVault fully appreciates that saying and created the Customer Success department for that very reason. Our service is setup to help you at anytime and at every stage of your deployment.
The global team of highly trained Technical Support Engineers and Technical Account Managers share a deep commitment to understanding your goals and making the product meet your expectations. Is it product support? Yes, but it is also much more. It is total and unequivocal Customer Success.
“I love AlienVault’s support team. They are always willing to help and are very responsive. They work until the problem is fixed.”
- Justin P. Webb, Security Analyst, IT Services, Marquette University
The following summarizes AlienVault’s two plans, Standard and Premium, to ensure that you have the service you need when you need it with a variety of coverage terms and features.
Technical Support and Maintenance Services
| SERVICES |
Standard |
Premium |
|---|---|---|
| Product Updates |  |
|
| Online Ticket Submission and Tracking | |
|
| Access to Knowledgebase | |
|
| SLA EscalationsCounted Towards Escalation Clock |
Weekdays Only | Weekdays, Weekends & Holidays |
| Response Type | Phone/Email/Web | Phone/Email/Web |
| Supported Contacts Total # of Supported Contacts Allowed |
5 | 10 |
| Annual Support RequestsTotal # of Annual Support Requests |
unlimited | unlimited |
| Contact Coverage* Local Time Zone Listed on Contract |
*8 Hours/Day | 24 Hours/Day |
| Business Hours Response Objective | 2/4/24/36 (hours) | 1/2/24/36 (hours) |
| Out of Hours Response Objective | N/A | 1 Hour (hours) |
| Holiday Coverage |  |
|
Technical Account Manager (TAM) Services
The TAM service is tailored towards enterprises that desire a single point of contact, proactive support consultations and are seeking to optimize the deployment timeline. The TAM quickly gains a full appreciation of your environment and works with you constantly to resolve issues quickly and efficiently. The service includes an annual onsite meeting and a running list of items is shared in bi-weekly meetings. Furthermore the TAM serves as a customer advocate within the development organization ensuring your issues are resolved as soon as possible. With the TAM service, you get:
- Dedicated Technical Account Manager
- Single Point of Contact
- Kickoff Meetings
- Focused Coordination of support activities
- Bi-Weekly Issue Review Conference Call
- TAM Issue Status Dashboard
- Annual onsite technical review meetings
- Deployment and upgrade planning assistance
- FastTrack Beta Tester Privileges
Customer Success in our view is not limited to Technical Support and Maintenance Services and Technical Account Manager (TAM) Services. To ensure the success of your project, AlienVault also offers Professional Services and Education Services.
Next Steps
- Call Us: 1 (855) 4 ALIENS
-
"The AlienVault platform is very powerful and flexible. We were able to deploy quickly and immediately see improved results."– Javier Diaz Evans, Director of Information Security, AToda Hora
- "Another advantage that AlienVault offers is the ability to develop your own plugins without the need for intervention by the company."
– Colonel Jesús M. González Pérez, Army Head of Cyber Defence, Ministry of Defence, Spain
- "OSSIM… is a popular choice among the open source community. It offers many of the features of proprietary solutions without the high cost and licensing fees."
– Justin Crist, SANS Insitute
- "Meet AlienVault OSSIM, a complex security system designed to make your life simpler."
– Jeramiah Bowling, Linux Journal