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ProServ

Overview

Lacework Standard support is included with all license subscriptions and includes access to the support portal, knowledge base, customer newsletter, and 12x5 (M-F 8a-8p EST) technical support via email. The addition of Premium support includes the following features:

Technical Support: Same excellent service, but extends support communications via phone or Slack chat.

Lacework Slack Community & Private Channel: Access to the Lacework Slack Community and ability to directly connect with the Lacework Technical Support & Customer Success teams (same hours of operation).

Dedicated Technical Success Manager: A dedicated Technical Success Manager will serve as an ongoing point of contact and proactively ensure that customers are meeting their technical cloud security goals from initial adoption of Lacework (Stage 1) to expansion & advanced use cases (Stage 2) and, finally, scale (Stage 3).

Lacework Onboarding Service: A dedicated Technical Success Manager will enable customers to use the Lacework platform. This includes on-demand deployment assistance, alert tuning, training, outbound integration support, and reviewing alerts during onboarding to accelerate time to value and ROI.

Alert Tuning & Configuration Remediation Support Training & Recommendations: during Onboarding Phase & Ongoing (customer-initiated and proactive guidance from Technical Success Manager).

Deliverables

Support services are provided as described in the description and getting started outcomes.

Getting started

Upon subscription you will be contacted by your Customer Success Manager via welcome email and to setup initial review and kick off of project engagement (automated process in 1-3 days)

Sold by Lacework
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Fulfillment method Professional Services

Pricing Information

Dimension Cost
LW_PRM_SUP_AWS Contact seller for rate

Support

Support plan Standard (included), Premium, or Signature options.