Security Management
Data Security
Network Security
Application Security
Cloud Security
MSS Service
Professional Service
Security Service
Product Support Service
Product Support Service
Silver, Gold, and Platinum service tiers deliver escalating value – from remote support to 24/7 dedicated TAM, tailored to your operational needs.
FREE DEMO-
Silver Service
Provides basic technical support for DAS products, helping customers resolve common software and hardware issues, and ensuring the normal operation of products during business hours. It offers essential resources like access to product documentation, update packages, and basic troubleshooting support.
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Gold Service
In addition to Silver level support, it offers 24/7 technical support, which is crucial for customers who need continuous product operation and immediate issue resolution. It also provides more in - depth support such as bug progress tracking and root cause analysis reports, enhancing product reliability.
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Platinum Service
Offers the highest - level support, with a dedicated Technical Account Manager (TAM) to provide personalized service. The quarterly governance meeting, remote product upgrade assistance, and product health check help customers optimize product use and ensure long - term product stability.
- Silver Service
- Gold Service
- Platinum Service
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- Silver Service Description
The service including: Remote accessinvestigation, planned event assistance, access to update site, customerportal, product life cycle information, product user and configuration guidedocumentation, up-to-date product information, product update package andinstruction, product hotfix, hardware failure analysis and replacement, 8/5technical support, AI robots.
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- Gold Service Description
All Silver service benefits, 24/7technical support, bug progress tracking, root cause analysis report, RMAservice (less than 2 business days replacement hardware shipped).
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- Platinum Service Description
All Gold service benefits, RMA servicewith highest priority, designated Technical Account Manager (TAM), quarterlygovernance meeting, remote product upgrade assistance, product health checkquarterly, monthly report, 4-hours security consulting.
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Silver Service
Customers can access technical support engineers via email or hotline during business hours (8:00 AM - 5:00 PM, Monday - Friday in the customer's time zone), which is convenient for handling routine problems. It includes remote access investigation, planned event assistance, and access to various product - related information and resources, covering fundamental aspects of product use and maintenance.
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Gold Service
24/7 email and hotline access to technical support engineers ensures that customers can get help at any time. Bug process tracking and root cause analysis reports help customers understand product issues better and improve product performance. RMA service to reduces downtime in case of hardware problems.
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Platinum Service
Direct access to a designated TAM who has in - depth product knowledge and can offer professional suggestions tailored to the customer's network environment. Faster RMA service to minimizes hardware - related downtime. Quarterly governance meetings and product health checks contribute to proactive product management.
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Silver Service SLA
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Gold Service SLA
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Platinum Service SLA
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Silver Service SLA
For Severity 1 (High) issues, the initial response is within < 15 mins.
For Severity 2 (Medium) issues, it's within < 30 mins.
For Severity 3 (Low) issues, it's within < 1 hour.
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Gold Service SLA
For Severity 1 (High) issues, the Tier1 engineer initial response is immediate.
For Severity 2 (Medium) issues, the Tier1 engineer initial response is < 15 mins.
For Severity 3 (Low) issues, i the Tier1 engineer initial response is < 30 mins.
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Platinum Service SLA
For Severity 1 (High) issues, Tier2 engineer response is immediate (with TAM).
For Severity 2 (Medium) issues, Tier1 engineer response is immediate (with TAM).
For Severity 3 (Low) issues, the Tier1 engineer initial response is immediate (with TAM).
