Intelligent design means low maintenance IT security
Huntsman® Intelligent IT Security is intelligently designed too, so it needs minimal support and updates. Unlike traditional security solutions, with Huntsman® you don't need daily signature database updates and/or tuning to meet new or unexpected security violations or compliance requirements.
Instead, Huntsman® Support and Maintenance is focused on providing you with on-going feature enhancements, access to bug fixes and patches, and the opportunity to talk to a product specialist to resolve any product related difficulties.
As a Huntsman® customer, you'll receive Maintenance as part of the solution, and a choice of 3 levels of Support matched to your needs:
- Active (phone and email) available as Standard or Premium level
- Pro-active (customised).
Maintenance
Tier-3 releases two new versions of Huntsman® per year, either as minor dot-releases or major releases. The purpose of these releases is to provide you with (i) updated versions of Huntsman® Software incorporating all interim patches, and (ii) any new features which will also be made available if you hold a Huntsman® Support and Maintenance Agreement.
Standard Active Support
Tier-3's Standard Active Support is available locally in each country of operation and provides you with phone and e-mail support during business hours (8:30AM-5:30PM), excluding gazetted public holidays, on an as requested basis.
- Logging of calls via email, fax or phone
- Reporting of Huntsman® product faults
- Problem identification
- Access to patches and bug fixes
- Product upgrades through the Maintenance program
- Provision of 2 authorised customer contacts
- Response to incidents charged at Tier-3’s standard daily professional services rate.
Premium Active Support
Tier-3's Premium Active Support service provides you with phone and e-mail support based on extended or global business hours. Lodgement of any Priority 1 issues is available 24x7. This level of support includes:
- Logging of calls via email, fax or phone
- Reporting of Huntsman® product faults
- Problem identification
- Access to patches and bug fixes
- Product upgrades through the Maintenance program
- Provision of 2 authorised customer contacts
- Response to incidents charged at Tier-3’s standard daily professional services rate.
Upgrading Support
Customers may upgrade their support level by meeting the minimum prerequisites.
Customised Support
Other support options, such as dedicated support resources or on-site support, can be customised for our customers.
General Conditions
Tier-3 will maintain support for the current release of Huntsman® and one previous major release.
Any older versions of Huntsman® may not be supported under this program.
Problem resolutions may require an upgrade to the current version of Huntsman®.
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INDUSTRY INSIGHTS
"And dealing with an Australian company has other benefits too: we're in the feedback loop, which means we can give Tier-3 direct feedback on product performance and suggest desirable enhancements for the future. We’re very happy with our decision."
CSA, Managed Security Services Provider