The Premium Service Level is designed for organizations with mission-critical networks.
24 x 7 Support:
Expert engineer-to-engineer support with direct access to the Q1 Labs Premium call queue. We answer your Priority 1 issues immediately and in detail, any time of day or night.
Escalation:
The Q1 Labs TAC manages escalations through five support tiers. We don't stop until the problem is solved.
Priority:
You can negotiate the priority of your issue. What's important to you may not be the same thing that's important to another company. You decide where our experts focus their attention.
Coordinated Support:
You can coordinate support between Q1 Labs and the appliance vendor. Leave the discussion to us and we'll notify you when the problem is fixed.
Web Support:
The Online Qmmunity and web support services include downloading software and documentation as well as auto updates. You get easy web access to a secure portfolio of valuable information and assistance.
Education:
You can attend online webinars on previously announced targets. Learn from the experts and share information and best practices with your peers -- all in the comfort and convenience of your own office.
Same Day Business Support:
Gold level enterprise support with same business-day service for the QRadar appliance hardware.
Gold Support:
The Gold support package for QRadar appliances includes both remote support and four hours of on-site services on hardware issues. Q1 Labs will identify the issue and resolution plan, establish an on-site repair schedule (if required), track the issue and communicate progress until the situation is resolved.
Should you require additional assistance, choose among optional services from our Professional Services group for:
- Appliance installation and upgrades
- Advance configuration, troubleshooting and fine tuning
- Customer training
- On-site Support Engineer
- Customized Consulting Services