The NetHSM Support Service includes the following services.
Software Updates
Security updates and future releases are made available as signed software updates allowing easy and secure deployments.
Community Forum
In addition to our continously updated documentation, past discussions can be found and own questions can be discussed in our community forum.
Enterprise Support
Queries can be submitted privately to our enterprise support team via email or web portal. Subsequent communication is usually performed via email. Phone calls, video conferencing, desktop sharing and remote access can be performed by arrangement.
SLA and Volumes
Beside of best effort response times we offer several stricter SLAs. The first response time covers initial check of the issue and a response potentially asking for specific additional information. The second response time usually involves NetHSM developers without any additional 2nd level in between.
Support levels S1 and S2 contain a specific time volume of our developers being reserved in each reservation duration. Retrieval of the reserved time is guaranteed within a specific response time.
Support Level | S0 | S1 | S2 | S3 |
Signed software updates | ✓ | ✓ | ✓ | ✓ |
Community forum | ✓ | ✓ | ✓ | ✓ |
Enterprise support | ✓ | ✓ | ✓ | ✓ |
First response time | best effort | 2 business days | 2 business days | Next business days |
Second response time, reservation duration | best effort | 30 days | 7 days | 5 business days |
Volume included | - | 3 hours per 30 days | 1 hour per 7 days | 1 hour per 7 days |
Any services that go beyond the scope included in the package will incur an additional charge of €200 per hour.
Individual Solution
In addition to the support services and packages above, we tailor your individual support offering. Please let us know your requirements and we are glad to propose an individual solution.
Terms
- Subscriptions duration, billed volume: annual
- Payment terms: upfront
- Offered services apply in addition to the purchase of NetHSM hardware.
- Services can be renewed until a total duration of up to 7 years.
- Support services will be bound to one specific NetHSM hardware device (serial number) or amount of NetHSM software container. It is possible to change the registered device later, e.g. when a cold standby device is taken into production.
- Reserved support times expire after the reservation duration.
- Services are performed off-side at Nitrokey location.
- The service is owed, but not the success.
- Business days are considered to be Mondays to Fridays except of public holidays as they apply at Nitrokey GmbH’s office location.
- We reserve the right to make changes and additions to this offering in the future.