Support: Technical Support
Q1 Labs' Technical Assistance Center (TAC) helps you optimize your investment by ensuring that your QRadar deployment operates efficiently. You benefit from the most up-to-date information and security knowledge available. Available on the web or by telephone are highly skilled TAC engineers and professionals--among the best in the industry. They offer:
- Superior security knowledge and expertise on the network infrastructure
- Knowledge transfer to enhance your skills
- Service-level management, directing you to the right experts
- Collaborative sessions with Q1 labs security experts
Q1 Labs offers two levels of support service.
Premium Service Level
The Premium Service Level is designed for large enterprises and organizations with mission-critical networks. With Premium Service, you receive:
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.
First-level Support: Direct first-level support and coordination with the RMA.
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
Standard Service Level
The Standard Service level is designed for mid-range and smaller enterprises and organizations with mission-critical networks. With Standard Service, you receive:
Expert support: Expert engineer-to-engineer support from 8 a.m. to 6 p.m. You have access through a toll-free number, email, and a dedicated, self-service web site.
Escalation: You have TAC-managed escalation through five tiers of support.
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: Web support through the Online Qmmunity includes downloading software and documentation as well as auto updates. You get easy access to a secure portfolio of valuable information and assistance.
Education: Participate in online webinars on previously announced subjects. Learn from the experts and share information and best practices with your peers -- all in the comfort and convenience of your office.
First-Level Support: Receive direct Q1 Labs first-level support and coordination through the RMA.
Next-business Day Support: Basic enterprise support with next-business-day online service for the QRadar appliance hardware.
To learn more, call 1-866-377-7000, or contact welcomecenter@q1labs.com