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In today’s business environment, protecting your organization and its data against the fast-changing landscape of next-generation threats is mission critical. Today, security-conscious enterprises and federal government agencies choose FireEye for industry leading protection against these next-generation threats. They also need technical support so they can maximize the value of this infrastructure—and quickly get help to keep systems up and running to protect against today’s stealthy Web, email, and file sharing threats.
FireEye Customer Support is dedicated to providing complete, responsive, high quality services, thus assuring our customers an excellent experience when using FireEye products. FireEye’s Customer Support group prides itself on achieving the highest level of customer satisfaction by:
|Secure Assurance||Platinum||Government*||Priority Add-on For Platinum||Priority Plus Add-on For Platinum and Government|
|Software Update Subscription, Maintenance Patches and Emergency Fixes|
|Response Time||1 Minute||1 Minute|
|Email and Live Chat||
|Web Incident Tracking and Web Advisor|
|Designated Callers and Web Account Access||15||15||unlimited|
|Direct Access to Advanced Support Engineering|
|Designated Single Point of Contact (DSE)|
|Quarterly Business Reviews (QBR)|
* Available in U.S.A., Canada, U.K., Germany, France, Switzerland, Israel, Japan, Australia
** Next business day available provided RMA issued prior to local cutoff time and no external-to-FireEye circumstances prevent delivery.