Support Offerings

Overview

CodeSecure offers two main support offerings focused on assisting customers improving their software quality, security and safety. Different customers have different needs in their software development lifecycle and the two-support offering aims to provide flexibility. Standard support is aimed at software development teams for which static analysis is important, but not critical, while the premium support is aimed at teams in which static analysis is a key part of the release cycle and hence dedicated Service Level Agreements (SLAs) are key to support the business.

A PDF data sheet of all offerings can be found here.

Standard Support 

• Professional support Monday-Friday, 9am to 6pm ET  (Eastern US Timezone)
  
• Targeted response from Developer Support Engineers via Phone, Email, or Web 
• Self-Help providing instance access to solutions via the Support Portal 
• New product releases, defect fixes, and workarounds 

Premium Support  

Includes everything in Standard Support, plus:  

• Comprehensive support 24 hours a day, 7 days a week for high impact issues 
• Faster Initial Response with dedicated phone line
  
• Dedicated Support Engineer 
• Assistance with Custom Configurations 
• Priority Ticket Handling 

Premium Details

Dedicated Support Engineer 

Handled by specialist engineers who built up knowledge and have familiarity with customer environments and can resolve premium tickets expeditiously.  Engineers will ensure pending actions are acted on in a timely manner, inspected regularly with an eye toward timely resolution and QBRs to discuss overall product usage and ticket submission.  

Assistance with Custom Configurations 

Will provide technical guidance and oversight for specific configurations involving custom checkers, custom compiler models, third-party integration that all contribute to work effort in upgrading product versions. Testing and enhancing custom workflows will be assessed to ensure performance impact is kept to a minimum. Best practices for all custom models will be discussed to ensure there is momentum towards moving to non-custom models, allowing for easier migration when upgrading.  

Priority Ticket Handling 

Tickets are handled by support engineers who work quickly to resolve issues that are related to product defects and where high impact situations arise that need escalating. Engineers will work closely with other teams to prioritize work and to find solutions. Where required workarounds/patches will be released ahead of schedule so timelines can be met. 

Faster Initial Response 

Tickets will be responded above the threshold set for standard support customers. The definitions defined for impact (severity) are listed below and initial response times based on impact for premier customers will be reduced, see article for target times. Dedicated phone number to ensure you receive quick support on urgent issues.