1 | Customer Service & Support

©2016 TrapX Security. All Rights Reserved.

Customer Service and Support

2 | Customer Service & Support

©2016 TrapX Security. All Rights Reserved.

Customer Service and SupportTrapX is the leader in preventing and mitigating advanced cyber security threats. We leverage the latest best practices in deception technology to provide superior quality services and support for our customer deployments.

The TrapX Service and Support Program is an important component in helping you stay several steps ahead of your attackers. Our proactive services for deploying our advanced deception technology can help you identify and eliminate threats that might otherwise compromise your key assets. Most importantly, we’re here to help during critical periods of incident response and crisis management.

Our support and service experts are available to help you with product installation, support services, system health check, and special services, including comprehensive forensics. Our support includes a basic service level agreement, with unlimited service requests and ongoing case management. We also provide the latest hotfixes, service packs, major upgrades, enhancements, and proactive escalation.

TrapX Service and Support Program:

Support Portal

Standard Support

Premium Support

Professional Services

System Health Check

Forensic Services

Customer Support PortalCustomers may use our Customer Support Portal on a 24/7/365 basis to access our world class support. Our Customer Support Portal is available at no additional charge and presents a centralized online view of all of our information for technical support tools, systems, software and services worldwide. Our Customer Support Portal also provides:

• Access to download and view product documentation including recent user guides, product release notes, best practices, administration guides and installation guides.

• Access to download TrapX software, products and utilities.

• Access to view technical articles, known issues, troubleshooting tips and more created by the Customer Support Team.

• Access to view training videos and other training material from our knowledge center.

• Options to ask questions, create, update, and view cases 24/7/365, and receive suggested solutions automatically based on case topics.

Standard and Premium Support ProgramsOur Standard Support service is available live via telephone and email Monday through Friday, from 9:00 a.m. to 5:00 p.m. local time (excluding holidays). Premium Support provides 24/7/365 service, with enhanced response and premium administrative benefits. The table below provides a summary of our standard and premium support programs.

SUPPORT SERVICE STANDARD PREMIUM

Basic service level Agreement (Refer to Note 1) Mon. - Fri. 9:00 a.m. - 5:00 p.m. (excluding holidays)

24/7/365

Unlimited service requests and case management Yes Yes

Web and phone support with remote desktop Email and web only Email, web, and phone with remote desktop

Response time to Priority 1 ticket Same business day 2 hours

Response time to Priority 2 ticket 2 business days 4 hours

Response time to Priority 3 and Priority 4 ticket 3 business days 2 business days

Latest hotfixes and service packs Yes Yes

Major upgrades and enhancements Yes Yes

Proactive escalation Yes Yes

Access to online support knowledge base Basic Advanced

Authorized contacts 2 4

Dedicated global account manager Yes

Proactive health check and alerts Available for additional yearly fee

Single Point of Contact Available for additional yearly fee

RMA shipment method Shipment within 10 business days from return of faulty unit

Advanced replacements shipped within 5 business days

TrapX Air Module and CryptoTrap Support Yes Yes

Note 1: Refer to our website for holiday listing.

Professional ServicesProfessional services augment your team with additional support resources (locally and remotely), by providing cyber consulting, deep analysis, and assistance. Our team supports every aspect of operational deployment, upgrades, and ongoing management for your DeceptionGrid environment.

Our team will work with you to design and optimize the deception deployment for your network architecture. We can build the project plan, develop the statement of work, set key milestones for deployment, and test the system. During implementation, we will configure and install TrapX software components, confirm performance, and validate acceptance.

Hands-on training is also available to your security operations and research teams so they can move confidently into managing operational deployment of DeceptionGrid. Our PS team is often called upon to manage and deploy custom integrations with third-party partners, deliver connector integration with SIEMs and firewalls, provide specialized malware analysis, and much more.

System Health Check System Health Check provides a comprehensive overview and assessment of your deception-technology environment. Using our knowledge of best practices, we review and assess your system, and then recommend any necessary changes. The system health check includes a quarterly team review of the operation of your DeceptionGrid system. Please refer to our DeceptionGrid System Health Check Services product brief for a detailed description of these services and options.

Professional Services OptionsWe’re happy to provide quotes for our professional services on a project or hourly basis. The following table summarizes our available services:

PROFESSIONAL SERVICE DESCRIPTION

Consultant/professional service engineer on-site An on-site senior consultant provides all cyber consulting services, deep analysis, and assistance with developing remediation and mitigation plans.

Upgrade Service We upgrade your system and, if possible, can do so remotely.

DeceptionGrid Add-On Connector for SIEM DeceptionGrid can be customized with a unique add-on connector that connects to your SIEM provider, allowing you to better correlate your SIEM vendor’s data with threats captured by DeceptionGrid sensors.

DeceptionGrid Ecosystem Connector Implementation

DeceptionGrid can be customized with a unique add-on connector that connects to your firewall provider, allowing you to better control zero-day attacks and unknown-threat network traffic detected by DeceptionGrid intelligence sensors.

Remote Malware Analysis Service Our Professional Services team can assist you with detailed remote malware analysis. See separate Product Brief on Forensics Services.

Remote Forensic Analysis Service Our Professional Services team can assist you with detailed forensics analysis, including remediation and mitigation plans. See separate Product Brief on Forensics Services.

System Health Check and Alerts Package Our Professional Services team will execute a remote system inspection four times per year. This service includes inspection reports, configuration review, and upgrades to the latest releases and alert configurations.

Our ExperienceThe TrapX Support and Service team has many years of experience supporting large-scale enterprise customers, government, and highly classified applications in intelligence, cyber warfare, and military organizations. Our professionals have leading-edge, hands-on experience in cyber warfare and threat mitigation.

One of our key differentiators is that we learn everything from the point-of-view of the people behind the attacks. We study their movements, their preferred tools, and anything else that gives us insights into specific attackers and their methodologies.

We help you win because we’re always on the cutting edge of new security technology, tactics, and the best practices that support them. We know from experience how to leverage the power of deception technology to maximize your defensive advantage against cyber attackers.

Our Support MissionOur mission is to enable people, businesses, and governments to utilize the Internet more safely, confidently, and reliably. We apply our passion to create the finest cyber-defense technology, solutions, and services in the world. We work relentlessly to deliver technology that becomes essential to our customers, and we will strive to exceed your expectations with outstanding service and support.

About TrapX SecurityTrapX Security is a leader in deception-based cyber security defense. Our solutions rapidly detect, analyze, and defend against zero-day and advanced attacks in real time. DeceptionGrid™ provides automated, highly accurate insight into malware and malicious activity unseen by other cyber defense technologies and methods. We create a proactive security posture, fundamentally changing the economics of cyber defense by shifting the cost to the attacker. TrapX customers include Forbes Global 2000 commercial and government customers worldwide, in sectors including defense, healthcare, finance, energy, consumer products, and other key industries. Learn more at www.trapx.com.

TrapX Security, DeceptionGrid, and CryptoTrap are trademarks or registered trademarks of TrapX Security in the United States and other countries worldwide.

Other trademarks used in this brochure are the property of their respective owners.