Support Plus

Support Plus Service Levels-at-a-Glance

The WhiteHat Security Support Plus is available for all WhiteHat Sentinel subscribers. Support Plus Standard is included in all WhiteHat Sentinel subscriptions. Support Plus Silver and Gold are available for an additional upgrade fee. Contact the WhiteHat sales office at (408) 343-8300 for more information or send us an email. Detailed information is available in the Support Plus data sheet , click here to download the data sheet (185 KB).

	Standard Support	Silver Support	Gold Support
Access to the Customer Support Portal Case Management Security Documentation Knowledgebase & FAQ’s	24x7	24x7	24x7
Sentinel Interface Training	YES	YES	YES
Service Request Response Time: (Cases submitted via the customer support portal during business hours: M-F, 6::00 AM – 7:00 PM PT)	Next business day	8 business hours	1 hour - Critical (24x7) 4 hours - Serious
Priority Service Level Agreements (SLA) Resolution Severity = Critical – 1 business day Severity = Serious – 3 business days	N/A	N/A	YES
Technical Account Manager (TAM)	N/A	N/A	YES
Annual Health Check Service Reviews	YES	YES	YES
Quarterly Health Check Service Reviews	N/A	YES	YES
Monthly Health Check Service Reviews	N/A	N/A	YES
Dedicated WhiteHat Security Engineering Team	N/A	YES	YES
Custom Vulnerability Exploits¹	N/A	YES	YES
e-Learning four course series: Introduction to Web Application Security Secure Coding for Java Secure Coding for .NET Threat Modeling	N/A	1 user license	3 user licenses
WhiteHat Security Education Services Discounts	N/A	10%	15%

¹ Custom Vulnerability Exploits: WhiteHat Security provides customers with vulnerability reviews upon request. These reviews provide a vulnerability exploit example (proof of concept – PoC) and may take up to 1 business day (per request) to complete.

Information found on this page is subject to change without notice.