Customer Support Policy

Table of Contents
Revision History ………………………………………………………………………………………………………………………2
1. Overview …………………………………………………………………………………………………………………………3
2. General ……………………………………………………………………………………………………………………………3
3. Customer Responsibilities ……………………………………………………………………………………………3
4. Submitting an Issue to Unbound Support………………………………………………………………..4
5. Unbound Support Contact Details and Response Times………………………………………..5
6. Problem Management and Escalation of Support Issues ……………………………………….6
7. Support Contact Details……………………………………………………………………………………………….6
8. Remote Access and Management………………………………………………………………………………6
9. Maintenance and Product Releases……………………………………………………………………………7

Policy, Version 2.5.2
Copyright 2019, Unbound Security Ltd.
Revision History
The following table shows the changes for each revision of the document.
Version Date Description
2.5.2 February 2019 Reformatted the document.
Unbound Customer Support Page 3
Policy, Version 2.5.2
Copyright 2019, Unbound Security Ltd.
1. Overview
Dear Valued Customer,
Thank you for choosing Unbound Security. This Support Policy Kit is an information packet
that will help you get acquainted with the support and services provided by Unbound
Tech.
2. General
The Unbound Support Team is committed to delivering quality customer service
consisting of answering questions, troubleshooting and resolving issues related to
Unbound solutions, products and services, and continuously working to improve the
quality of service and response times. Please refer to your service agreement with
Unbound Security for more details.
Note
Should any information in this document conflict with the service agreement, the
agreement will always prevail.
3. Customer Responsibilities
In order to assist the support process, you are requested to:
Submit a support case according to the process outlined within this
document.
Make every effort to provide timely communication and responses to the
Unbound Support Team.
Permission for Unbound Support Team with remote access if requested in
order to troubleshoot and diagnose reported issues, while adhering to your
internal security and privacy policies.
Unbound Customer Support Page 4
Policy, Version 2.5.2
Copyright 2019, Unbound Security Ltd.
4. Submitting an Issue to Unbound Support
When submitting an issue to Unbound Support please specify a priority and provide
as much information regarding the issue as possible.
The information should include:
Unbound product name, version and platform
Problem description, including specific examples if possible
Relevant log files, errors information, etc.
Customers are responsible for determining the severity level of each support case
submitted and is subject to approval by Unbound Support team. The severity level
reflects the potential impact to your business and should be specified according to
the table below:
Note
If not specified, the default for incoming issues will be priority 3.
Priority Definition
Severity 1
(Very Urgent)
Major systems failure with major disruption of normal operation or availability of
the system or application.
Severity 2
(Urgent)
Product is operational but has severely restricted functionality or degradation that
impacts customer business.
Severity 3
(Major)
Minor function or service affected with minor impact and system still available /
functional
Severity 4
(Minor)
Important issues which do not have significant current impact on productivity;
such as an enhancement requests, general questions or anomalies which have a
reasonable workaround.
Unbound Customer Support Page 5
Policy, Version 2.5.2
Copyright 2019, Unbound Security Ltd.
5. Unbound Support Contact Details and Response
Times
Unbound Security provides three levels of support which reflect the severity of the issue.
Standard Support – for issues with Severity Levels 3 and 4
24×7 Emergency Support – for issues with Severity Level 1&2
On-Site Support – On-site visits are not covered by the service agreement
and may be subject to additional charges.
Severity
Level
Support
Level
First Response
Time
Target Resolution Time
Severity 1 24×7
Emergency
1 hour Resources will be applied until the issue has
been resolved or an acceptable work-around
has been applied
Severity 2 24×7
Emergency
3 hours Resources will be applied until the issue has
been resolved or an acceptable work-around
has been applied
Severity 3 Standard Next business day Reasonable efforts will be made to provide a
solution within the next maintenance release
Severity 4 Standard Next business day Reasonable efforts will be made to answer
general questions or to provide work-around
solutions within a reasonable response time.
Enhancement requests will be reviewed on a
case-by-case basis and may be implemented in
the next major release, when feasible or to meet
specific commitments made.
Unbound Customer Support Page 6
Policy, Version 2.5.2
Copyright 2019, Unbound Security Ltd.
6. Problem Management and Escalation of Support
Issues
A designated Support Representative will be assigned to every issue to oversee the
case from a holistic point of view. This representative will be responsible for
evaluating your situation, facilitating the issue on a global level and acting as an
advocate on your behalf. For each case, a communication schedule will be agreed
upon by the customer and the Support Representative to establish regular updates.
If, at any time, you are unsatisfied with provided support level or response times, the
issue can be escalated to your technical or business account manager at Unbound
Tech.
7. Support Contact Details
Emergency support is available 24×7 and can be used for submitting Severity Level 1
and Severity Level 2 issues only.
Standard support is available Monday to Friday, between 8:30am to 5:30pm ET
during normal business, non-holiday days.
You can submit an issue by email or phone:
By email: support@unboundtech.com
By phone: +1-952-930-2414
* Unbound strives to answer each incoming phone call during standard support hours,
however if we do miss your call, please leave a detailed message with a callback number.
Unbound will respond to Severity Level 1 issues within 1 hour and will apply all
available resources to the issue until a solution or a work-around has been found.
Unbound will respond to Severity Level 3 and Severity Level 4 issues on the
Next business day.
8. Remote Access and Management
Depending on the availability of technical resources, Unbound Support Team will
make every effort to resolve issues at the time of the service call by using remote
access tools.
Unbound Customer Support Page 7
Policy, Version 2.5.2
Copyright 2019, Unbound Security Ltd.
9. Maintenance and Product Releases
Support includes a maintenance plan that includes software upgrades, bug-fixes,
patches, error corrections and enhancements which Unbound will provide to all
customers if and when they are available. The schedule of releases may change over
time in response to customer input, market evolution and development constraints.
In general, GA release will be provided every 3 months (four times in a year), however
it may change at Unbound discretion per the potential reasons mentioned above.
Unbound will support the current and three previous GA versions.
Releases can be expected to include:
Major releases containing functional enhancements, modifications, revisions
or extensions according to the product’s road map. May also include error
corrections, bug fixes and workarounds.
Maintenance releases containing error corrections, bug fixes and workaround and may also include new features and functionality.
Critical Security Hotfixes or Workarounds – will be provided according to
Unbound discretion in case of a severity 1 issues and/or security patches for
critical vulnerabilities.
To ensure that you are up to date on new releases, Unbound Security will send email
notifications to the relevant contact points defined upon each new version and/or
critical update. Unbound upgrades are supported using standard software updates
and are backwards compatible.