Sold by: Avocado
Avocado Systems Support provides annual technical support for the Avocado Security Platform (ASP), including Orchestrator and plugin troubleshooting, product defect and incident support, configuration and usage assistance, and product updates. Designed to help customers maintain reliable platform operations through business-hours technical assistance.
Overview
Avocado Security Platform Technical Support
Avocado Security Platform (ASP) Support provides an annual technical support subscription for customers operating the Avocado Security Platform in their environment.
The service helps customers troubleshoot technical issues, investigate product defects and incidents, resolve configuration and usage questions, and maintain the operational reliability of their ASP deployment.
Support covers the ASP Orchestrator and its associated plugins, helping customer technical teams address platform-related issues and continue using ASP's application security capabilities.
Technical Support Services
1. Technical Troubleshooting and Incident Support
- Investigate and troubleshoot technical issues encountered during normal ASP operation.
- Assist with diagnosing product errors, unexpected behavior, and operational issues.
- Provide technical guidance to help resolve incidents affecting the Orchestrator and supported plugins.
- Assist customers in identifying potential product-related causes of reported issues.
2. Product Defect Support
- Investigate reported product defects and unexpected platform behavior.
- Help determine whether reported issues are attributable to the ASP product or its operating environment.
- Provide workarounds where available and communicate appropriate remediation guidance.
- Address confirmed product defects through applicable product fixes and updates.
3. Configuration and Usage Assistance
- Answer technical questions about supported ASP functionality and existing configurations.
- Assist with troubleshooting Orchestrator and plugin configuration issues.
- Provide guidance on the correct use of supported product features.
- Help customers diagnose issues involving existing platform configurations.
4. Orchestrator and Plugin Support
- Provide technical assistance for the ASP Orchestrator.
- Troubleshoot supported ASP plugin functionality and integration-related product issues.
- Provide guidance on maintaining the operational functionality of the existing ASP deployment.
5. Product Updates and Maintenance
- Provide information and guidance regarding applicable product updates and fixes.
- Assist with product-related update issues and troubleshooting.
- Communicate relevant remediation guidance for confirmed product defects.
- Support customers in maintaining their ASP deployment in accordance with applicable product documentation and support policies.
Highlights
- Technical Troubleshooting and Incident Support - Receive technical assistance for ASP operational issues, product errors, unexpected behavior, and incident investigation through established support channels.
- Orchestrator and Plugin Support - Get assistance with troubleshooting the ASP Orchestrator and supported plugins, including configuration-related product issues and plugin functionality.
- Product Defect Resolution and Updates - Obtain assistance with reported product defects, available workarounds, applicable product fixes, and product update-related issues.
Details
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Pricing
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Support
Vendor support
Standard Support Availability: Mon-Fri, 8am-5pm PT
After Hours Availability: No Channels: Email Support included, No Phone Support Account Management: None Training: Online Training included Response Times: • Priority 1 (Critical): Under 6 Business Hours • Priority 2 (High): Under 1 Business Day • Priority 3 (Medium): Under 2 Business Days • Priority 4 (Low): 8 Business Days Event Assistance: Not included
Premium Support Availability: Mon-Fri, 8am-5pm PT
After Hours Availability: Yes Channels: Email Support included, No Phone Support Account Management: None Training: Online Training included Response Times: • Priority 1 (Critical): Under 4 Hours • Priority 2 (High): Under 6 Hours • Priority 3 (Medium): Under 8 Hours • Priority 4 (Low): 5 Business Days Event Assistance: Not included
Platinum Support Availability: Mon-Fri, 8am-5pm PT
After Hours Availability: Yes Channels: Email and Phone Support included Account Management: Dedicated Services Account Manager Training: Specialized Platinum Training Response Times: • Priority 1 (Critical): Under 2 Hours • Priority 2 (High): Under 4 Hours • Priority 3 (Medium): Under 6 Hours • Priority 4 (Low): 1 Business Day Event Assistance: Planned Event Assistance included
Contact Email: support@avocadosys.com
Software associated with this service
By Avocado
In rapid development environment, traditional security measures often struggle to keep pace with the complexity of distributed applications. Avocado Systems provides a groundbreaking approach to application security by moving protection inside the application runtime.
The Avocado Security Platform empowers organizations to transition from reactive security to a proactive, automated posture ensuring that your software is secure by design, secure in development, and secure in execution.
Plugin licenses are counted per Application.