ExtraHop Support
Our team is ready to help you maximize your investment in ExtraHop. We offer a variety of support levels to help ensure your success.
Current customers can log into the Customer Portal to report an issue.
The Right Support Plan for Your Business
ExtraHop provides two tiers of support and maintenance plans in order to meet your needs at scale. Customers can rely on our team for rapid response and detailed aid as well as quick, comprehensive coverage for hardware replacement.
| Support | Platinum | Gold |
|---|---|---|
| Software Maintenance and Upgrade Assurance | 24 x 7 x 365 | Monday - Friday standard business days 6AM - 6PM local time |
| Initial Response Times (coverage hours) Initial response time is the time between ExtraHop creating a support case and first contacting the Customer. |
||
| Severity 1 Phone or Web |
1 | 3 |
Email |
4 | 12 |
| Severity 2 Phone or Web |
2 | 3 |
Email |
4 | 12 |
| Severity 3 / 4 Phone or Web |
4 | 8 |
Email |
12 | Next coverage day |
| Communication Cadence (coverage hours) Communication cadence and priority levels are mutually established by Customer and ExtraHop on a case-by-case basis. |
||
| Priority 1 Critical |
4 | 12 |
| Priority 2 High |
24 | Next coverage day |
| Priority 3 Medium |
72 | 3 coverage days |
| Priority 4 Low |
120 | 5 coverage days |
| Hardware Replacement | Subject to ExtraHop authorization and ExtraHop's End-of-Life Policy, replacements will be shipped same day if authorized by 12PM PST, otherwise next business day PST | Subject to ExtraHop authorization and ExtraHop's End-of-Life Policy, replacements will be shipped within 3 coverage days |
If you have any questions please contact your account team or email success@extrahop.com
Professional Services
Our Solutions Architecture team brings collective decades of experience in enterprise security and IT engineering, with proven best practices for implementation, application mapping, cloud and datacenter migration, and more. Let us help you reduce costs and lower deployment risks through our best-of-breed Professional Services offerings.
Online, Remote, and On-Site Training
For those who'd rather learn on the go, ExtraHop also offers extensive training for all current and prospective customers, with clear, guided tutorials at no cost. For a more personalized touch, one of our expert trainers will work with your team remotely or on-site to cover exactly the material you need.
ExtraHop Documentation
For a complete compilation of all How-To Guides, Walkthroughs, User Guides, Admin Guides, and other forms of product documentation, look no further than our comprehensive and easily searchable documentation database.