Securely Enabling Business

Platinum Level Support

Support Hours Services
24 hours a day
7 days a week
365 days a year
  • All standard benefits included
  • Guarantee one-hour call back to an open ticket
  • All calls included at this level
  • Biannual firewall certification
  • Access to FishNet Security support site that provides software updates and detailed support information
  • Unmatched in the security industry, FireMon service is included at this level

Response and Escalation Grid

Hours* Critical Functional Minor Administrative
* Denotes hours after ticket is opened.
0 L1/L2/Mgmt. Team L1/L2 L1 L1
1 L2 NBD
2 L3 L2 L3/Mgmt. Team
4 L3/Mgmt. Team 2nd BD
6 L3/Mgmt. Team
8
12
24

Support Site

Support customers can access the FishNet Security support site at:
support.fishnetsecurity.com.


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