Customer Support Service Description

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. If you are a Specops Software, an Outpost24 company, customer, go to https://specopssoft.com/support/en/specops-main.htm for support and Service Level Agreement (SLA). If you are an External Attack Surface Management (EASM) customer (formerly Sweepatic), you have two options for support: you can submit requests through the Support portal or use the platform’s built-in chat functionality. Additionally, the EASM knowledge base is accessible directly within the platform.

Copyright

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

1 Support services

Provided that fees related to the Outpost24 Master Agreement, available at outpost24.com/legal and updated from time to time, are paid on time, Outpost24 and its affiliated companies will provide Support Services for the software and services during the term of the Agreement or any accepted quotations.

The Support Services include assistance with installation, configuration, and operation of the software and services. Outpost24 may limit each support request to a single issue, prioritizing it based on urgency.

Outpost24 reserves the right, at its reasonable discretion, to decline providing Support Services if a request falls into one of the following categories:

Issues with the customer’s underlying IT infrastructure that impact the performance of the products and services.
Problems related to third-party products or software not provided by Outpost24.
Requests involving business practices, consulting services, or training.
Product features not included in the provided products and services.
Acts of omission by the customer or any authorized user.
Failures by third parties.
Events beyond Outpost24’s reasonable control.

Assistance with the above topics can still be provided on a consultancy basis for an additional fee, separate from any previously accepted quotations.

1.1 Language

All Support Services are offered in the English language unless otherwise agreed by the parties.

1.2 Customer representative

The Customer must designate at least one individual to act as the main point of contact with Outpost24 for all matters related to the Support Services covered by the Agreement. This representative(s) will be responsible for submitting all support requests through the designated support channels.

2 Service Levels

Outpost24 offers two types of services: “Knowledge” (Standard) and “Expert” (Premium). Outpost24 will provide the customer with the services specified in the contract between the customer and Outpost24. Details of each helpdesk service are outlined in Table 1 below.

24/7 Support is only available for Vulnerability Management products.

Table 1

	Knowledge	Expert Partner	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*	S1 – 2 hrs S2 – 8 hrs S3 – 16 hrs* S4 – 24 hrs*
Online knowledge base and content
Outpost24 Customer Support Portal
Outpost24 Customer Support Phone	–	(S1-S2)	(S1-S2)
Service Review	Annually	–	Annually**
System Setup Health Check	Annually	–	Annually**

*Business hours only on business days which are a day other than a Saturday, Sunday or public holiday.
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.

**Performed at least annually

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 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 workaround might be provided to conduct the work tasks until fix is released.
Product Expert	At Outpost24, our Support team members are known as Product Experts as they possess in-depth knowledge of our products and are dedicated to assisting you with any technical issues you may encounter.

2.1 Service level measurement

Outpost24 may close any submitted case if the customer does not follow the recommended corrective actions or keep us updated on their progress. Customers can request to reopen a case at any time. Service level measurements will be taken based on the customer’s request.

2.2 Response times

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

24/7 Support is only available for Vulnerability Management products.

Outpost24 Customer Support can be contacted through the Customer portal 24/7. The Customer Support portal is accessible through this link:
https://outpost24.atlassian.net/servicedesk/customer/portals.

If you are an EASM customer (formerly Sweepatic), you have two options for support: you can submit requests through the Support portal or use the platform’s built-in chat functionality. The below two paragraphs are not applicable to issues raised through the chat functionality.

Knowledge Customers

The customer sends a request to the Support team by creating a ticket in the Outpost24 Support 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.
The ticket is handled as follows: Issue registration, ticket number assignment to the customer, inclusion of the issue in the portal and ticket profiling.
First dedicated interaction for diagnosis and identification of the reported issue within 8* hours. (*Depending on Severity Level)
The customer is informed about the successful resolution of the issue (this message closes the support process).

Expert Customers

The customer sends a request to the Support team by creating a ticket in the Outpost24 Support 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.
The ticket 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)
First dedicated interaction for diagnosis and identification of the reported issue within 2* hours, with replies sent via ticket. Response times for Severity 1 and 2 issues are only valid if customer calls the support phone once ticket is created. Otherwise, the response times will be similar as for Knowledge customers. (*Depending on Severity Level)
ETA notification to the Customer and update about any ETA changes. Work Around may be provided, should fix not be readily available.
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.

2.3 Online Knowledge base and educational content

The online knowledgebase is available through the Customer Support Portal and https://kb.outpost24.com. It contains product documentation as well as knowledge articles. For more information visit outpost24.com/support.

If you are an EASM customer (formerly Sweepatic), the knowledge base is accessible directly within the platform.

2.4 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.

The Customer Support portal is accessible through this link: https://outpost24.atlassian.net/servicedesk/customer/portals.

2.5 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 through the Customer Support portal. Should you have any questions, please contact your Account Manager or Customer Success Manager.

24/7 Support is only available for Vulnerability Management products.

2.6 Outpost24 Dedicated Customer Success Manager

Depending on the contractual terms, some Customers 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.

2.7 Service Review

On a regular basis, Outpost24 will present a general picture of the service that we provide. For customers with an appointed Customer Success Manager, this service review will be presented every quarter. If there is no appointed CSM, the reviews will be held annually.

2.8 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.

3 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.

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.

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.

4 Company’s General Responsibilities

The customer will be responsible for providing Issue ID number at any time when raising an issue with Outpost24 through the Support portal. 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.

24/7 Support is only available for Vulnerability Management products.