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Basic Application Support Policy🔗

Scope🔗

Basic Application Support provides support for the Vulnerability Detection and Prioritization application through the web portal for:

  • Questions concerning usage issues related to the Vulnerability Detection and Prioritization application, including specific features, options, and configurations
  • Provide suggestions regarding the appropriate usage, features, or solution configurations for the application

Customer Service Hours🔗

Support Agents are available 9 a.m. to 5 p.m. ET Monday-Friday, excluding Major US Holidays.

Self Help Options🔗

The application includes a wide range of self-help and guided assistance which can be accessed by any user at any time through the UI. These articles are updated continuously, and ideas for new articles can be submitted through the normal ticket process.

Training🔗

Training videos and supporting documentation is available on the Secureworks website describing product usage and troubleshooting guides.

Application Support Level Descriptions🔗

Basic Application Support🔗

Support requested or engaged via Ticket or Chat in web portal

  • Access to Vulnerability Detection and Prioritization Knowledgebase, User Manuals, and in-app walkthroughs
  • Suggestions to improve/add to the product features, functionality
  • Report and propose solutions for defects
  • Address concerns with documentation
  • Online Release Notes
  • Break/Fix support for customer instance issues
  • Limited Scanning Configuration Support
  • API Access and documentation needed for self service
  • Access to online tools
  • Support personnel are available during Customer Service Hours
  • Product & application tools are available 24x7
  • Support Priorities

Tickets may be submitted with the following support priorities and the defined response targets apply. Secureworks reserves the right to adjust the priority of support tickets based on Secureworks’ evaluation of the issue. After business hours an outage ticket must be submitted through the support page with the appropriate category to receive support. Ticket category guidelines are described below:

Support Priority Response Target Issue Acknowledgement Time Category Description Solution Description
Priority 1 (P1) 1 hour Outage
  • Full or Partial System Outage
  • Impacts Production Usage of the vdr Product
  • Major Functionality is impacted, or serious performance degradation
  • Issue is persistent and affects many/all users
 One or more of the following:
  • Issue is resolved
  • Workaround is provided
  • Fix is provided
  • Fix is incorporated into future release
Priority 2 (P2) 1 business day Major Defect
  • Defect results in vdr not performing as expected or documented
  • Issue is intermittent
  • Issue impacts a subset of users, but work can continue with the application
  • Documentation is not current, and impacting use of the application
 One or more of the following:
  • Issue is resolved
  • Workaround is provided
  • Fix is provided
  • Fix is incorporated into future release
  • Documentation is updated
  • Documentation is slated for future release
Priority 3 (P3) 2 business days Missing Feature or Documentation
  • Missing feature request the absence of which hinder workflow
  • Documentation is not current, but still functional
  • Defect does not affect the functioning of the application
 One or more of the following:
  • Feature request is acknowledged
  • Documentation is updated
  • Documentation is slated for future release

Definitions🔗

Defect🔗

A failure of the vdr platform to deliver on its specifications set forth in the Documentation. Examples include, but are not limited to, the following:

  • Failure of one or more components in the application.
  • Failure of one or more components of the infrastructure of the application.
  • Severe under-performance of the application, according to the Documentation.

Fix🔗

A modification or an addition to the vdr platform that overcomes a Defect when applied. Secureworks may provide a workaround in lieu of a Fix at Secureworks’ sole discretion.

Major US Holidays🔗

New Year’s Day, Memorial Day; Independence Day, Labor Day, Thanksgiving, the day after Thanksgiving, Christmas Eve, Christmas, and the day after Christmas.

Response Target🔗

The time between Secureworks’ receipt of a Defect notification from a Customer, and Secureworks’ confirmation of that Defect from one of its personnel. While Customer’s submission of a ticket may trigger an automated response from the application, automated responses are disregarded for purposes of determining Response Times.

Workaround🔗

A process or procedure which can be implemented to allow for the continued use of the application while a Defect still exists.