Defensys Warranty Service Regulations

Defined Terms

Defensys 

                               DEFENSYS PTE. LTD.

Defensys software 
product 

computer programs including their components, the exclusive rights to which belong to DEFENSYS PTE. LTD.

Warranty service 
(customer service support or Defensys Customer Care Program) 

is a range of technical support services for Defensys software products provided by technical support service specialists.

Client

a legal entity who has acquired the right to use a Defensys Software Product and has the right to receive warranty service based on a contract or certificate for customer (warranty) support.

Request/Ticket

means a client request having a unique identifier containing a description of the client's initial problem. The request may be sent only in the ways specified in the present regulations.

Request registration

means an automatic and/or manual handling of the request, confirming that it was received by Defensys specialist.

Request processing

means an assessment of the nature of the warranty service required by the client; obtaining clarifications and additional information from the client which is necessary for the categorization of the ticket and an assessment of the timing of solution to the ticket.

Updates

are software packages that contain changes, fixes and improvements to the program code, provided to the client for subsequent installation.

System

                               is a Defensys Software Product installed in the client's infrastructure.

Response time

is counted from receiving the client's request to the start of processing the request by Defensys specialist.

Solution time

is counted from the start of processing the ticket to providing the client with a script, program code or other files to get the result desired by the client.

Faults

means the non-compliance of a Defensys system and/or software behavior with the one described in the documentation.

Accident

is a critical failure that led to the unavailability of the system and/or its main functionality.

Criticality Level

                              defines the procedure for the processing client requests.

Introduction

Defensys helps the business and government organizations worldwide to successfully resist evolving cyber threats and ensure reliable cyber security management. Defensys client support services (Customer Care Program) ensure this mission is fulfilled, focusing on supporting clients in the post project implementation stage, providing a high level of expertise and quality service for all products.

Abstract

This document describes parameters and terms of Defensys Warranty Service provision for the clients. The warranty period shall be determined by the relevant contract or warranty certificate.

Client Support Services Levels

Standard Support

Standard Support is provided for all Defensys clients by default to ensure high-quality handling of requests, timely response and supply of resources and materials necessary for the efficient operation of the Defensys software. 

Defensys client support service specialists and engineers are highly competent both in terms of the functionality of the Defensys software products and in the field of information security and modern cyber security tools. Therefore, in handling the issues identified in the requests an integrated approach is used, first consider the specifics of the client and its infrastructure.

In addition, all the clients get access to the Defensys Support Web-portal, a knowledge base containing dozens of helpful materials and access to current software updates.

Willing to develop the level and quality of warranty service, we would be keen to hear any suggestions for improvements of our solutions and services that can be left through Defensys support communication channel.

Standard Support Program includes:

- Registration of requests received via the support web-portal, e-mail in 24/7 mode, excluding the time set for the maintenance of communication channels;

- Requests handling is performed from 9 a.m. till 6 p.m. (GMT +3:00) every day except weekends and public holidays;

- Elimination of software failures that led to the complete unavailability of Defensys software products or basic functionality, up to the moment of error elimination;

- Consultation on operation or maintenance issues of Defensys products;

- Elimination of bugs and errors, identified in Defensys product operation at the minimal possible time;

- Granting license files according to the license details, as well as granting temporary licenses with additional functionality for testing purposes in the client's infrastructure;

- Elaboration of suggestions for development of the system’s functionality;

- Supply of the current updates of purchased Defensys products when they are ready, containing error correction (bug fixes), functions, form and report updates, if legislative/industry requirements change;

- Providing access to the Defensys client knowledge base with the ability to upload additional materials. 

Extended Support

Extended Support Program is provided for clients who highly appreciate criticality to the business of the tasks solved with the help of Defensys products. The program meets the increased requirements for the availability of the warranty service provided and provides an additional level of technical expertise in order to increase fault tolerance and expand the functionality of Defensys software products. 

Extended Support Program includes:

- All services and features of Standard Support program;

- Response to software failures in 24/7 mode, up to the moment of troubleshooting and return of the complete availability of Defensys software products or the core functionality;

- Remote participation of Defensys specialists in the update process of client’s installation, including non-working hours, agreed no later than 3 days before the start of work on the update;

- Technical consultations related to updating and configuration of software packages of operating systems where the Defensys software is directly installed, configuration of related databases, as well as clustering and fault tolerance of Defensys software products;

Premium Support 

Premium Support Program significantly increases the efficiency of using Defensys software products through the involvement of a personal support manager with expert competencies in the field of cyber security, a broad experience of using information security tools, who is guided by the best practices and relevant regulations.

Premium Support Program includes:

- All services and features of Standard Support program;

- Involvement of a Personal Support Manager responsible for all interactions between the client and Defensys;

- Annual assessment of Defensys software products efficiency and further preparation of development recommendations;

- Submission of the quarterly report on the current client’s requests with prediction of release dates of fixes and requested improvements;

- Quarterly remote meeting with the client's representatives for consultations on Defensys products.

- Joint analysis of the new update features with a detailed review of the changes and available improvements;

- Annual free two-day training of the client's employees.

Support Program Summary

The procedures for creating the ticket

Main Contact Person

To improve efficiency of communication, the client chooses from among the employees the main contact person who is provided with access to all necessary resources of the customer (warranty) support service. 

Emails with links to the next updates of Defensys software products are sent to the e-mail of the main contact person, as they are ready.

The main contact person may be redefined upon an additional request through the Defensys manager responsible for the client.

Customer Requests Channels

Additional communication channels can be coordinated as part of the premium support program.

The content of client requests

To improve the quality and reduce the processing time of the request, the client specifies the following information in the request:

• the Defensys software product that the request relates to;
• the unique identifier of the installation;
• the text of the request describing the initial problem, the user's actions, the expected behavior of the system, the actual behavior of the system and the desired result;
• the supplements to the request containing screenshots, videos and other materials that may be useful in solving the request;
• the level of urgency of the request and the expected solution time;
• other information related to the request.

Request processing procedure

Requests types 

To process incoming requests effectively, the approach of 8 request types determined by a Defensys specialist at the time of receiving the request are used. Based on the further dialogue, the type of request may be determined additionally.

Criticality of requests

All requests are categorized in order of criticality, from the most critical to the less critical. The level of criticality is determined by a Defensys specialist at the time of receiving the request.

Response and solution time frames

Mechanisms of notification and availability of client Defensys support staff make it possible to provide a rapid response to incoming requests.

The response time is determined by a specialist based on the criticality level of the request.

Request closure

A high-quality solution of requests is the main task for the specialists of a Defensys client support service, therefore, requests are closed primarily after the initiator confirms the solution of the request.

However, there are a number of circumstances under which the request can be closed:

• The essence of the request is outside the Defensys area of responsibility;
• A solution was provided for the request, but confirmation from the client was not received within three days;
• The solution was requested for an outdated version of the Defensys software product;
• The client asked to close the request;
• The client did not provide the information requested by Defensys employees.

Requirements for service

Defensys’s obligations 

In order to provide customer support service at the highest level, Defensys undertakes a number of the following obligations:

1. Channels of client requests are available for registration of requests timely, except for the time specified for technical work.
2. Processing of client requests takes place during working hours in accordance with the level of service provision purchased by the client.
3. All released updates of Defensys software products are followed by a list of changes/improvements, instructions for installing updates and relevant documentation.
4. Defensys uses all the necessary resources and available capabilities to solve client requests.
5. Defensys is constantly improving the service of processing client requests and the quality of delivered updates to enrich the user experience.
6. Defensys guarantees a high level of confidentiality of information received while working on the request.

Client’s obligations

In order to provide an effective and timely solution to requests, we ask clients to comply with a number of obligations:

1. The initial message and subsequent responses of the client in the request should contain the most complete information concerning the essence of the request.
2. The client provides timely data on changes to the contact details of the main contact person.
3. Users of Defensys software products have an adequate level of training and are familiar with the relevant system documentation and its requirements.
4. Ensuring the confidentiality, integrity and availability of data processed in Defensys software products is entirely the responsibility of the client. Thus, we recommend using up-to-date mechanisms for backup and recovery of information when working with the system and performing maintenance work on the system and/or related systems.
5. We recommend providing remote access for Defensys specialists to simplify diagnostics and handling of requests. Access is provided in accordance with the current regulatory documents on the provision secure remote access adopted by the client's company.
6. Defensys software products are used in strict accordance with the accompanying/operational documentation, the client's infrastructure is fully operational and meets the requirements set out in the accompanying documentation.

The lines of responsibility of Defensys

The following situations are beyond the responsibility of Defensys and must be handled by the client independently:

• Hardware and software failures in the client's infrastructure that led to the unavailability of Defensys software products or their functionality, including hardware, virtualization systems, operating system, additional components and software installed on the operating system, as well as user workstations and software installed on them.
• Unsupported/undocumented changes in the operation of external systems and services, which led to the unavailability of Defensys software products or their functionality.
• The version of the integrated/adjacent/final software is not supported in the current version of the Defensys software product.
• Insufficient system performance caused by reasons not directly related to the Defensys software product.
• Making unauthorized changes to the program code, databases and/or component configurations, which led to incorrect operation of the Defensys software product.
• Backup and restore data stored and processed in the system.