Cryptera Enterprise Support Program
Effective Date: February 2025
At Cryptera, we’re dedicated to helping enterprises maintain optimal service availability, security, and performance. Our Enterprise Support Program is designed to provide personalized, high-touch assistance, ensuring your mission-critical environments operate without disruption. Whether you need rapid issue resolution or ongoing operational guidance, Cryptera is your trusted partner.
1. Support Plans Summary
Cryptera offers a range of support options to meet your specific needs, from business hours assistance to comprehensive 24/7 priority support for production-critical environments.
Cryptera Support Plans Summary
| Feature | Standard Plan | Enhanced Plan | Elite Plan |
|---|---|---|---|
| Support Hours | Business Hours | 24/7 for Severity 1 | 24/7 Global Support |
| Initial Response Time (Severity 1) | 4 Hours | 1 Hour | 30 Minutes |
| Dedicated Technical Advisor | Not Available | Included | Full-time Engagement |
| System Health & Optimization Checks | Not Available | Annual Assessment | Quarterly Reviews |
| Proactive Security Notifications | Included | Included | Customized Alerts |
2. Incident Severity and Response Times
We categorize and prioritize issues based on their impact on your operations to ensure the fastest possible resolution.
Severity 1 (Critical): Full service outage or major impact on production systems with no workaround.
Response Time: Within 4 hours.
Severity 2 (High): Significant functionality loss that impairs operations, but with a temporary workaround available.
Response Time: Within 6 hours.
Severity 3 (Medium): Partial impact or issues in development environments.
Response Time: Next business day.
Severity 4 (Low): General inquiries, feature requests, or documentation assistance.
Response Time: Within 2 business days.
3. Enterprise Support Features
3.1. Dedicated Technical Advisor
Our Enhanced and Elite plans offer a Technical Advisor who becomes deeply familiar with your Cryptera environment, ensuring strategic alignment with your business objectives and providing proactive support.
3.2. Operational Assessments and Health Checks
Periodic performance reviews and optimization guidance help keep your environment secure, scalable, and aligned with industry best practices.
3.3. Priority Issue Escalation
Critical issues are immediately escalated to our senior engineering teams for faster resolution.
3.4. Maintenance Notification
We provide at least 24 hours' notice for scheduled maintenance via Statuspage.io. Urgent maintenance will be communicated as soon as possible.
3.5. Proactive Communication
Stay informed about security patches, upcoming releases, and best practices through customized updates and advisory sessions.
4. Support Scope
Our Enterprise Support covers the following areas:
Deployment and Scaling Guidance
Best Practices for Security and Performance
Troubleshooting and Diagnostics
4.1. Support Exclusions
Enterprise Support does not include:
Assistance with third-party software or integrations outside Cryptera services
Custom code support
On-site assistance (unless specified in a separate agreement)
5. How to Access Support
Open a Support Ticket: Submit a request through our customer portal.
Severity Assignment: Indicate the severity level to ensure appropriate prioritization.
Resolution Process: Our team will work with you until the issue is resolved and document follow-up actions if necessary.
6. Customized Pricing
Cryptera Enterprise Support is tailored to meet your organization’s specific requirements. Contact us at sales@cryptera-device-security.com to discuss your needs and receive a customized proposal.
7. Contact Us
If you have questions about our Enterprise Support offerings, reach out to our support team at support@cryptera-device-security.com. We’re here to help!