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Customer Support Service Description

Customer Support Service Description

Outpost24 Services 

Outpost24 Customer Support is aimed at building competent and sustainable customer success. We want our customers and partners to have the best prerequisites for being successful in their Cyber Security Resilience. This page contains information about our Customer Support offerings.

This service description (“Service Description”) should be read alongside the contract between the customer and Outpost24. Although the Service Description covers key areas of the support and service deliverables, the contract may include areas not covered by this Service Description. The contract takes precedence over this Service Description. This Service Description sets out what levels of availability and support the customer is guaranteed to receive for specific parts of the products and services.

This Service Description forms an important part of the contract between the customer and Outpost24. It aims to enable the two parties to work together effectively.

For more information on how to get in touch with Outpost24 Customer Support, go to https://outpost24.com/support or check out our Customer Support – User Guide.

Copyright

© 2019 Outpost24®. All rights reserved.

This document may only be redistributed unedited and unaltered. This document may be cited and referenced only if clearly crediting Outpost24® and this document as the source. Any other reproduction and redistribution in print or electronically is strictly prohibited without explicit permission.

Trademark

Outpost24® and OUTSCAN™ are trademarks of Outpost24® in Sweden and other countries.

Service Description

Outpost24 offers two types of services, categorized as “Knowledge” (Standard) and “Expert” (Premium). Outpost24 shall provide to the customer the services as specified in the contract between customer and Outpost24. The details related to each of the different helpdesk services are set forth in below table 1.

1 Service Levels

Table 1

Knowledge Expert

Response times

S1 – 8 hrs*

S2 – 16 hrs*

S3 – 24 hrs*

S4 – 40 hrs*

S1 – 2 hrs

S2 – 8 hrs

S3 – 16 hrs*

S4 – 24 hrs*

Online knowledge base and content

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Outpost24 Customer Support Portal

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Outpost24 Customer Support Phone

- chek service description(S1-S2)

Outpost24 Dedicated Customer Success Manager

- chek service description

Service Review

Annually Quarterly

System Setup Health Check

Annually Quarterly

Upgrade Consultation

- chek service description

Automatic Management Escalation

- chek service description

*Business hours only on business days which are a day (other than a Saturday, Sunday or public holiday) when banks in Sweden are open for business.
Customers contacting Outpost24 using any of the methods outlined above, must provide their Issue number to the Product Expert. Customers are required to have the Issue number available in all Support interactions.

During your subscription period with Outpost24, you will be in contact with different people at Outpost24 depending on which Service Level and order package you have chosen in your contract. In below table 2, you will find more information about the different people you might meet including definitions used in this Service Description.

Table 2

Definitions Description
Outpost24 Support Portal

The Outpost24 Support Portal is where Outpost24 customers and partners raise questions, feature requests and technical issues. Only current Outpost24 customers / partners with signed, valid agreement are permitted access to the portal.

Feature Request

When submitting suggestions/ideas for new functionality in the product.

Bug

A bug is an error in the tool that causes the system to behave in unintended ways.

Business hours

Business hours are Monday through Friday when banks in Sweden are open for business from 9:00 am to 5:00 pm.

Issue

When a customer raises technical questions or requests through the Customer Support Portal, the ticket is an Issue. On the issue, you can track progress, communication, all the way to resolution.

Escalation

When an Issue is escalated, the priority of the Issue is raised to highest possible level.

Work around

If a fix for a Bug is not available right away, a work around might be provided to conduct the work tasks until fix is released.

Product Expert

In Outpost24, we have named our Support team members for Product Experts as Outpost24 Support are experts of our products and are here to assist you with any technical issue that you might encounter.

Customer Success Manager

As an Outpost24 Premium Customer, you are provided a dedicated Customer Success Manager (CSM).

1.1 Response times

As a Premium Customer of Outpost24, your issues will be responded to within the SLAs provided in table   1. For Severity 1 and 2 issues, you will receive 24/7 Support as a premium customer. The response time start once the incident has been reported to Outpost24 and ends once Outpost24 has acknowledged the incident and severity.

Outpost24 Customer Support can be contacted through the Customer portal 24/7. Link to the Customer Support portal here: Support.outpost24.com 

Knowledge Customers
  1. The customer sends a request to the Support team using the Issue functionality in the Outpost24 Portal. When submitting an Issue, you will be asked for the Severity Level. The Product Expert will evaluate the Issue and may determine to change the severity of the case based on the business impact.
  2. The issue is handled as follows: Issue registration, ticket number assignment to the customer, inclusion of the issue in the portal and ticket profiling.
  3. First dedicated interaction for diagnosis and identification of the reported issue within 8* hours.(*Depending on Severity Level)
  4. The customer is informed about the successful resolution of the issue (this message closes the support process).

Expert Customers
  1. The customer sends a request to the Support team using the Issue functionality in the Outpost24 Portal. When submitting an Issue, you will be asked for the Severity Level. The Product Expert will evaluate the case may determine to change the severity of the case based on the business impact.
  2. The Issue is handled as follows: Issue registration, ticket number assignment to the customer, inclusion of the issue in the portal, ticket profiling, task prioritization and phone call by customer to review the issue*.(*Depending on Severity Level of the Issue reported)
  3. First dedicated interaction for diagnosis and identification of the reported issue within 2* hours, via phone*, for diagnosis and identification of the reported issue, with a report of the call sent via ticket. If the customer cannot be reached via telephone or after a signification number of attempts, the customer will otherwise be contacted via a ticket.(*Depending on Severity Level)
  4. ETA notification to the Customer and update about any ETA changes. Work Around may be provided, should fix not be readily available.
  5. The customer is informed about the successful resolution of the issue (this message closes the support process).

For more detailed information on how to use the Outpost24 Customer Support Portal, we refer to our User Guide.

1.2 Online Knowledge base and educational content

The online knowledge base is available through the Customer Support Portal and contains product documentation as well as knowledge articles. For more information visit https://outpost24.com/support or check out our Customer Support Portal - User Guide.

1.3 Outpost24 Customer Support Portal

The Outpost24 Customer Support Portal is your go-to web place for raising technical questions with Outpost24 Customer Support team. Our Product Experts are ready to assist you.

1.4 Customer Support Phone

The Customer Support Phone is available for Expert Customers for Severity 1 and 2 issues only. Should you need to escalate a severity 1 or severity 2 issue as an Expert Support Customer, ensure to raise the ticket in our Support Portal and call the provided phone number* to report an incident with immediate attention as set out in section 1.1.1 Response Times.

*Outpost24 Support phone number is available with local phone numbers and are provided as part of the Expert Service Level Agreement. Should you have any questions in connection with your Expert Service Level Agreement, please contact your Customer Success Manager.

1.5 Outpost24 Dedicated Customer Success Manager

For Expert Customers we will have a dedicated person that is presenting service reviews, health checks through ongoing meetings/calls and will be supervising ongoing support cases. The CSM will be your personal contact throughout your collaboration with Outpost24 and can be contacted for any questions or concerns.

1.6 Service Review

On regularly basis, Outpost24 will present a general picture of the service that we provide. For Expert Customer this service review will be presented every quarter.

1.7 System Setup Health Check

For Expert Customers, we will do a system health check and present the results every quarter. The health check includes a dialogue about potential changes in use case and any plans to improve. Furthermore, during the health check, we will look at data/metrics measuring the health of your set up.

1.8 Upgrade Consultation

During the Upgrade Consultation, we will provide assistance in planning and roll-out of major upgrades.

1.9 Automatic Management Escalation

As an Expert Customer of Outpost24, your Issues will be raised with priority automatically. As soon as they are created by you in the Support Portal, Outpost24 Senior Product Experts will be notified to ensure a fast resolution on the ticket within the agreed SLAs. Should you need to escalate a severity 1 and Severity 2 issue as an Expert Support Customer, ensure to raise the ticket in our Support Portal and call the provided phone number* to report an incident, and receive immediate response as set out in section 1.1.1 Response Times.

*Outpost24 Support phone number is available with local phone numbers and are provided as part of the Expert Service Level Agreement. Should you have any questions in connection with your Expert Service Level Agreement, please contact your Customer Success Manager.

2 Severity levels

To assess how critical the issue encountered is, we work with the below general accepted Severity Levels. Below is a description of each severity level.

Table 3

Severity Description
Level 1

Critical Business Impact: Critical issue occurring on production system preventing business operations.

  • Data loss or data corruption
  • Impact is escalating quickly
  • System is in critical state and is actively impacting all users
  • Customer-data exposing security vulnerability has been detected
Level 2

Major Business Impact: Major issue occurring on production system severely impacting business. Multiple users are impacted by issue, but they are still able to work in a limited capacity.

  • Impact is escalating
  • Incident response functionality (ack, resolve, etc) is severely impaired
  • Portal is unavailable or experiencing severe performance degradation for all users
  • Other events that are deemed necessary of incident response
Level 3

Medium Business Impact: Issue causing a partial or non-critical loss of functionality on production system.

  • Minor performance degradation
  • Small number of users impacted
  • Impact is not escalating
  • Partial loss of functionality, not affecting majority of customers
Level 4

Low Business Impact: Issue occurring on non-production system, comment, documentation issue or other non-impacting issue.

  • Incorrect product behavior without impact
  • Performance issues (delays, etc.)
  • Individual host failure
  • Delayed job failure

3 Company’s General Responsibilities

The customer will be responsible for providing Issue ID number at any time when raising an issue with Outpost24. When reporting Severity 1 and Severity 2 issues as an Expert Customer, it is required to raise the Issue in our Support Portal and call the provided phone number to report an incident. Outpost24 Support phone number is available with local phone numbers and are provided as part of the Expert Service Level Agreement. Should you have any questions in connection with your Premium Service Level Agreement, please contact Outpost24 Support.

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