Gurucul Support Services

Maintaining Optimal Security Analytics Capabilities and Efficiencies with
Dedicated and Qualified Expertise

Ensuring your Gurucul security analytics solution operates efficiently, and benefits from the most up-to-date solution application software, is at the heart of proper security hygiene. Choose the best fit from a variety of programs designed to meet your specific business and budgetary goals. With Gurucul’s Support Services you can achieve security monitoring reliability and increased productivity, while maximizing uptime and avoiding risky and costly downtime. Gurucul’s Support Services operates with the following principles:

Protect
Your
Investment

Minimize
Solution
Downtime

Provide
Qualified
Expertise

Empower
Customer
Success

Why Select Gurucul Support Services?

Ensuring the exact qualified expertise when customers need it, Gurucul’s support staff draws from a deep bench of senior-level engineers.

From Mission Critical, to Premium, and Standard Support plans, Gurucul offers the right plan for a wide range of organizational requirements and budgets.

GURUCUL SUPPORT PLANS – HIGHLIGHTS

STANDARD SUPPORT  »

Gurucul Standard Maintenance is designed for customers requiring support during normal business hours. Our global support centers have been strategically placed to provide you with fast and efficient access from a support center in your region. Each center is staffed with engineers that provide industry-leading expertise in risk analytics and years of experience supporting big data information security products in customer environments. Gurucul is committed to delivering enterprise-class, worldwide support, with a single objective: your success.

« Weekday Support for Non-Critical Deployments

  • 52×5 access to support
  • Unlimited number of support requests
  • Remote support
  • Online access to our Customer Support Center, documentation and technical resources, knowledge base, discussion forums
  • Product updates and upgrades

PREMIUM SUPPORT  »

Gurucul Premium Maintenance is designed for customers requiring support 24/7, 365 days a year. Our global support centers are staffed around the clock, with engineers providing industry-leading expertise in risk analytics, and years of experience supporting big data information security platforms in customer environments. We are committed to delivering enterprise-class, worldwide support, with a single objective in mind: your success, 24/7.

« Focused, 24-Hour Support

  • Global, 24/7 support for Severity 1 issues
  • Fast response time for critical issues
  • Unlimited number of support requests
  • Remote support
  • Online access to our Customer Support Center, documentation and technical resources, knowledge base, discussion forums
  • Product updates and upgrades.

MISSION CRITICAL SUPPORT  »

The Mission Critical Support option provides the highest level of personalized, proactive customer support available from Gurucul. Access technical support when you need it: Available 24/7 for Severity 1 and Severity 2 issues, and additional local business-hour coverage on weekends for Severity 3 issues. Priority Access provides a streamlined process connecting you to senior-level technical support engineers with advanced and specialized experience supporting Gurucul Risk Analytics (GRA). Help prevent future and compounding issues from occurring with proactive account management, to identify trends, develop action plans, fast-track escalations, and coordinate third-party relationships. Minimize downtime with aggressive target response time – 30 minutes or less.

« Premium Support plus Proactive Account Management

  • Dedicated  Technical  Account Manager – To assure proactive account management  and optimal service quality
  • Priority Access – All requests bypass Level One support and are routed to senior support engineers
  • Support Management Services – Support request escalation and management, proactive planning, communications, and customized support plan
  • Support Request Reporting & Analysis – Regular reports and trend analysis based on your support activity
  • Quarterly Business Reviews – Support activity summaries and recommendations
  • Onsite Support – Rapid response onsite assistance, as needed, to troubleshoot issues, and minimize downtime
  • Upgrade & Migration Support – Support processes are developed to cover time-sensitive issues that might occur during a planned migration or upgrade


SUPPORT
EXPERTISE

Leverage Gurucul’s qualified product expertise and advanced security analytics knowledge, to ensure your solution is running at its optimal capabilities, at all times.




KNOWLEDGE
OPTIMIZATION

Allow your team to maintain their focus on their prime objective of security analytics, and forgo the need to troubleshoot issues as they arise.




TEAM
PRODUCTIVITY

Empower the highest level of productivity, by ensuring the SOC is running smoothly, with the exact support needed to deliver optimal operational effectiveness.




COST
SAVINGS

Ensure maximized utility of your investment with support coverage that keeps your solution up and running, minimizing down-time, to bring added budget savings, by averting costly spot issue resolution.




PROCESS
ACCELERATION

Avoid risky downtime for the organization and realize the optimal utility of your solution with the support plan that fits your exact needs and requirements.


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