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FireEye Customer Support Services

Shield

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* Platinum Priority Plus Government Priority Plus*
Software Update Subscription, Maintenance Patches and Emergency Fixes check check check check
Service Hours 24x7x365 24x7x365 24x7x365 24x7x365
Response Time 1 Minute 1 Minute 1 Minute 1 Minute
Email and Live Chat check check
(Citizen)
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(Citizen)
Phone Services check check
(Citizen)
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(Citizen)
Web Incident Tracking and Web Advisor check check check check
Advance Replacement
(NBD**)
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Designated Callers and Web Account Access 15 15 unlimited unlimited
Onsite Visit     check check
Direct Access to Senior Support Engineers     check check
(Citizen)
Designated Support Engineer (DSE)     check check
(Citizen)
Monthly Reporting     check check
QBR Quarterly Business Reviews     check check

* Available in U.S.A., Canada, U.K., Germany, France, Switzerland, Israel, Japan, Australia, Singapore
** Provided RMA issued prior to local business day cutoff time and no external-to-FireEye circumstances prevent delivery