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Remediant support is available to Customer Authorized Representatives by phone and email on a 24/7 basis. During such hours, after considering in good faith Customer’s input, Remediant will assign each service request a priority level based on the criteria listed in the table below. If Remediant discovers problems of “Immediate” or “High” priority, Remediant will notify Customer by contacting the Customer Authorized Representatives. Remediant shall direct all Initial Responses the Customer Authorized Representatives. All support is to be accessed only by up to ten (10) Customer’s Authorized Representatives who have been identified by Customer to Remediant.
Software malfunctions, is not functioning and is causing a broad and critical disruption to the Customer.
Obvious and significant flaw in the Software that produces errors or degrades performance of the Customer network, servers or other infrastructure
Software issue that is inconvenient but, in the reasonable opinion of Remediant, (i) can be worked around or (ii) does not materially impact the Customer security
4 business hours
8 business hours
8 business hours
Daily (Business days)
2 business days
If a Resolution Goal is not met, an advisory will be provided to Customer’s contact point. In “Immediate” priority situations where Resolution Goals are not met, Remediant will provide Customer with contact information to escalate such “Immediate” priority issue up through executive management of Remediant.
In the event that Customer discovers a problem with the Software, the following process will be used for problem reporting and resolution:
In response to a problem escalation, the Remediant representative will:
Remediant Customer shall reference the applicable service request number in all related communications.
Upon issue closure, Remediant shall submit the issue back to the Authorized Customer Representative for verification, which verification shall not be unreasonably withheld or delayed. Once verified, the problem report will be closed.
As a precondition to Remediant’s obligations for Support Services , Customer shall cooperate with Remediant in order to facilitate Remediant’s problem resolution, including without limitation such that Customer shall (i) promptly notify Remediant when it believes that a problem requiring technical support has arisen, (ii) cooperate with Remediant with respect to troubleshooting and/or resolution of the problem and (iii) furnish Remediant with such relevant information as Remediant may reasonably require in order to provide technical support such as screen shots of actual problem and supervised access to environments where error exists or is replicated.
Remediant recognizes that Support Services may be requested in circumstances caused by issues over which Remediant has no control, including those incidents caused by (a) the failure, non-performance or non-availability of any equipment, connections, configurations or services that are not under the direct control or supervision of Remediant and/or (b) actions of a third party not under the direct control or supervision of Remediant or its vendors or subcontractors and/or (c) a Force Majeure Event. In all of these cases, Remediant will provide expedient and best effort support, but the above Response Times and Resolution Goals shall not be applicable.
“Initial Response” means the first contact by Remediant provided to Customer after the Authorized Customer Representative has submitted a service request through the escalation procedure specified below. This response may be in the form of an email message, phone call or personal acknowledgement and will contain a service request number for tracking purposes.
“Resolution Goal” means the time period within which problem resolution should be attained as set forth below. A Resolution Goal may be temporary subject to patch releases and further Updates and Upgrades in the future. .
“Update Interval” means the maximum response time from the receipt by Remediant of Customer’s communication and the following initiation of communication by Remediant to Customer where the status and plan of action for the service request is communicated for the purposes of keeping Customer informed of the progress being made to resolve the problem reported through the service request, gathering additional details for support or troubleshooting purposes or communicating a resolution of the problem to Customer.