Jump to content

Customer Support Services

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:

  • Providing timely and knowledgeable responses
  • Protecting the customer’s investment
  • Meeting changing market demands for new features, products and services
  • Providing information to customers to assist in decision making, concerning systems upgrades

FireEye Support Levels

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 check check    
Service Hours 24x7x365 24x7x365    
Response Time 1 Minute 1 Minute    
Email and Live Chat check check
(Citizen)
   
Phone Services check check
(Citizen)
   
Web Incident Tracking and Web Advisor check check    
Advance Replacement
(Where Applicable)**
check check    
Designated Callers and Web Account Access 15 15   unlimited
Onsite Visit       check
Direct Access to Advanced Support Engineering     check check
Designated Single Point of Contact (DSE)       check
Monthly Reporting       check
Quarterly Business Reviews (QBR)       check

* 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.