The Service and Assistance You Need, When You Need It

Your organization can count on ArcSight products and appliances on a daily basis to meet your critical security objectives. the ArcSight technical support services ensure you get the prompt, effective assistance and resources you need, when you need them. ArcSight offers the following support offerings:

• Customer support services, featuring expert technical support engineers who are available by phone, online and email, 24 hours a day, 7 days a week.
• An online support portal that offers on-demand access to product upgrades, a knowledge base, support incident status and more.

With ArcSight technical support, your organization gets the help it needs to maximize your product.

Maintenance Programs

ArcSight offers three programs tailored to the support needs of its customers:

• Standard maintenance. This program offers full access to customer support during local business hours, and also features access to the ArcSight Support Center.
• Premium maintenance. This program features 24x7 support and accelerated response times, along with complete access to the ArcSight Support Center.
• Platinum maintenance. This program builds on Premium maintenance with a dedicated Technical Support Account Manager for regular communication and proactive support.

Support Account Management (SAM)

With Platinum maintenance, you have a direct relationship with Support through your SAM. The SAM gives proactive guidance, manages incidents, features and bugs, and shares best practices for working with Support. Platinum maintenance embodies our commitment to customer service and success.

Online Support Services

The ArcSight Support Center enables you to get the information, tips and downloads you need whenever you need it, providing on-demand access to a variety of resources:

• Knowledge base. Featuring articles that contain technical notes and documentation of known product issues with in-depth descriptions of resolutions.
• Download center. Offering a centralized, up-to-date repository of the latest product versions, software patches and product documentation.
• Support Center Forum. Protect 724 Community. Where customers, partners and ArcSight employees can share, interact and network with each other to get the most out of ArcSight products and solutions.