Customer Support

Your Intergalactic Support Team

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Support Levels

Bit9 + Carbon Black provides multiple levels of support so customers can choose the level that best fits their environmental needs and business requirements.

Feature Standard Premium Platinum Platinum +
Support Availability 8am – 8pm EST 24×7 (for Critical issues) 24×7 (for Critical issues) 24×7 (for Critical issues)
Unlimited cases
Phone, email, and customer portal support
Access to knowledgebase
Access to User eXchange community
Named support engineer
Customized service level objectives

 

Scope of Customer Support

Your support and maintenance contract entitles you to obtain assistance from Bit9 + Carbon Black for product specific, task-oriented questions regarding the installation and operation of the Bit9 + Carbon Black Software Security Platform. While providing answers to your technical questions, we may refer you to our product documentation, knowledge base in the Customer Portal, or we may be able to provide a direct answer to assist you in the following areas:

Short duration problems involving:

  • Access or additional user requests (knowledgebase, User eXchange, support portal)
  • Installation or upgrade issues
  • Specific usage/installation questions for documented functions
  • Product compatibility and interoperability questions
  • Technical references to publications
  • Assistance with interpreting publications or documentation
  • Providing available configuration samples
  • Planning information for software fixes
  • Analyzing agent performance

Bit9 + Carbon Black Support is not structured to address everything. The following are examples of technical questions that are out of scope:

  • Writing, troubleshooting, or customizing rules/API Interfaces/feeds
  • Answering extensive configuration questions
  • Recovering a database or providing database recovery
  • Consulting or implementation services
  • Upgrade oversight outside of Bit9 + Carbon Black standard hours

Most of these situations require some form of Bit9 + Carbon Black Professional Services. For information about these services, please contact your Bit9 + Carbon Black Account Representative.

Accessing Bit9 + Carbon Black Support

In order to protect client security, we require that any person who is working with Bit9 + Carbon Black Support to have a Customer Portal account. Primary and secondary contacts on an account can request portal access for their peers.  They will also be contacted for approval if a new user requests access.

The preferred method for submitting cases is via the Bit9 + Carbon Black Customer Portal. As mentioned above, you will need to have your login information available prior to submitting a case. If you do not have portal access, or are unable to access the Customer Portal, you can send an email to support@bit9.com.

For up to date phone numbers and international numbers, please see the Contact page.

Responsiveness Objectives

Bit9 + Carbon Black Support Hours
Bit9 + Carbon Black Support standard support hours are:
Monday to Friday 8:00 AM to 8:00 PM Eastern Time

When you create a case (either via the portal or by contacting Bit9 + Carbon Black Support directly), Bit9 + Carbon Black’s goal is to respond to the case within four business hours during the standard support hours, and within four hours during after hours* for Critical severity.

Severity Response goal
Critical Within four hours*
Major Within four hours*
Minor Within eight business hours
Request Within eight business hours

*Please see the After Hours support section

Severity Definitions

In order to assist Bit9 + Carbon Black Support with prioritizing customer cases, the following severities are defined.

Severity Definition
Critical An error that causes a catastrophic failure substantially impacting Customer’s business. Customer will be asked to provide their 24×7 contact number along with a backup contact if entitled to 24×7 support.*
Major An error that causes Bit9 product to fail without significant business impact. Causes a substantial reduction in capabilities.
Minor An error that causes only a minor impact on use of the product.
Request A service request for a new feature, additional documentation, or an explanation of product functionality.

*Please see the After Hours support section

After Hours Support

After hours support is only available to Premium and Platinum support level customers. If you purchase either Premium or Platinum support, you are eligible for support 24×7 for Critical severity issues. During this time, if you open a Critical case, a Bit9 + Carbon Black Support Engineer will follow-up with you within four hours. In order to expedite the follow-up, please be sure to provide 24×7 contact information.

Holidays

Bit9 + Carbon Black observes all US Federal Holidays. While Bit9 + Carbon Black Support is available, we are not fully staffed on Federal Holidays.
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