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Support Program

In today’s business environment, protecting your organization and its data against the fast-changing landscape of next-generation threats is mission critical. Today, security-conscious enterprises and federal government agencies choose Mandiant for industry-leading protection against these next-generation threats. They also need technical support so they can maximize the value of this infrastructure—and quickly get help to keep systems up and running to protect against today’s stealthy web, email and file sharing threats.

Support is available to all customers who have purchased the following Mandiant solutions: Mandiant Automated Defense (fka Respond Software), Mandiant Security Validation (fka Verodin) and Validation on Demand, Mandiant Intelligence, and Mandiant Attack Surface Management (fka Intrigue Software) (“Supported Offerings”).

Support Principles

Mandiant Support provides responsive, high-quality services, striving to achieve the highest level of customer satisfaction by:

  • Providing timely and knowledgeable responses
  • Helping protect the customer’s investment
  • Meeting changing market demands for new features, products and services
  • Providing information to customers to assist in decision making, for example concerning system upgrades, system configurations, etc.

The following provides an overview of available Support programs and services.

Support Program

The key to our support programs is flexibility: we offer a combination to meet today’s business needs ensuring world class threat protection and mission critical coverage.

For customers who have purchased Mandiant Automated Defense (fka Respond Software), Mandiant Security Validation and Validation on Demand (fka Verodin), Mandiant Intelligence, and Mandiant Attack Surface Management (fka Intrigue Software), Mandiant offers the following support programs.

Customer Support Capability
Software Updates - Product Subscriptions, Maintenance Releases & Emergency Fixes  
Support Hours - 24x7x365  
Support Portal, Community & Knowledge Base - Secure Online Access  
Field Notices - Product related updates by service subscription  
Cloud Service Status - Up to the minute information on service availability  
Assistance via Multiple Channels - Web, Phone & Email  
Support Contacts - for Support Portal Access & Open Support Cases via Multiple Channels 15
Technology Advisory - on Mandiant Solutions, New Features & Detection Efficacy  

Assistance via multiple channels: Web, Phone and email Support 24x7x365 for up to 15 designated contacts

  • Target Initial Response Times as detailed in table below
  • Maintenance releases for security efficacy and other recommended software bug fixes, as well as new releases for general software updates and non-chargeable enhancements to assure systems contain the latest Mandiant updates and stay compatible with evolving technology
  • Emergency fixes, tested and verified by Mandiant engineering for Severity One issues
  • Access to the secure Mandiant Support Portal, Community and Knowledge Base, which includes:
    • A Support Portal for opening and updating support cases for your designated contacts
    • A Community to find and share solutions with users around the world
    • A Knowledge Base of known issues and articles
    • Online Documentation
    • Patch/update information
    • Field Notices
    • Cloud Service Status

Initial Response Times

Mandiant will use commercially reasonable efforts to respond to requests for Support as detailed below:

Severity

                                                    Impact

Target Initial Response Time

One

  • Product rendered unavailable or unresponsive, requires
    constant restarting, or results in irretrievable corruption or loss of data
  • Major application not functioning
  • Requires immediate fix

30 minutes
(elapsed)

Two

  • Sub-component of a major application not functioning as documented
  • Services degraded
  • Major performance degradation

2 hours
(elapsed

Three

  • Minor application not functioning as documented

4 business hours

Four

  • General usage question
  • General information requests
  • Feature requests

8 business hours

Other Services and Recommendations

Technology Preview/Early Access Program

Mandiant may make some technology, preview features, support functionality or services, or other offerings available on an early access, preview or beta basis, either at no charge or for a fee. These features are not intended for production use, may not be fully supported, and may not be stable. Such features are provided "as is" without warranty. Mandiant reserves the right to charge fees for preview or beta features if fully released.

Support Terms

If the Customer purchases the Supported Offerings from Mandiant through a Mandiant authorized reseller (a "Reseller"), Customer will be entitled to the applicable Support described above as purchased, provided Customer: (a) is the original purchaser of the Supported Offerings, (b) has provided true, accurate, current and complete information to Mandiant included with its purchase; and (c) has maintained and updated this information to keep it true, accurate, current, and complete.

Support Services will be provided according to the Support Program purchased by Customer during the term of Support (the "Support Term"), including any renewal terms. During the Support Term, Mandiant will provide the following:

  • Software Updates - Mandiant will provide Customer notification of bug fixes, maintenance patches and new releases which may contain minor enhancements to the features or functions of the Supported Offerings (“Updates”). Mandiant may designate a particular release of the Supported Offerings as an Update at its sole discretion. Mandiant reserves the right to impose additional charges for releases of Supported Offerings (i) that provide major enhancements to the features or functions of the Supported Offerings, as determined by Mandiant at its sole discretion; or, (ii) that provide additional features or perform additional functions not provided or performed by the Supported Offerings.
  • Software Error Corrections1 - Mandiant will use commercially reasonable efforts to correct any reproducible programming error in the software associated with the Supported Offerings attributable to Mandiant, employing a level of effort commensurate with the severity of the error, provided, however, that Mandiant will have no obligation to correct all errors in the Supported Offerings. Upon identification of any programming error, Customer will notify Mandiant of such error in writing and will provide Mandiant with enough information to locate and reproduce the error. Mandiant will not be responsible for correcting any errors not attributable to Mandiant. Errors attributable to Mandiant will be those that are reproducible by Mandiant on unmodified Supported Offerings. If it is found that a particular error is fixed in the most current Supported Offerings release, then Mandiant will have no obligation to fix the error in any prior Supported Offerings release and Customer will need to upgrade to the current Supported Offering release in order to obtain the fix.

1.Not applicable to Mandiant Threat Intelligence Offerings or Mandiant Automated Defense. 

 

Customer Responsibilities

  • Requesting Support Services - When requesting Support, Customer should have the following information available to provide to Mandiant, if requested: (i) detailed problem description, including a detailed description of the troubleshooting that has already been done to try to resolve the problem; (ii) detailed system log files; (iii) configuration and login details to allow Mandiant access as needed via the Internet for the purpose of providing support services and permissions needed in order for Mandiant to conduct such remote access; (iv) a detailed description of changes to the environment; and (v) Customer’s unique ID, Account ID, or other unique customer identifier as assigned to Customer by Mandiant. Customer acknowledges that failure to have any or all information or access available as needed by Mandiant in order to provide Support may result in delays in Mandiant’s response, may hinder Mandiant’s ability to perform the Support and/or may cause incorrect Support Program fulfillment. Mandiant will not be responsible for any such delays and inability to perform due to causes not due to Mandiant.
  • Customer Assistance - Customer will: (i) ensure that their physical environment complies with any and all applicable Mandiant published system environmental specifications; (ii) follow Mandiant’s procedures when requesting Support; (iii) provide Mandiant reasonable access to all necessary personnel to answer questions or resolve problems reported by Customer regarding the Supported Offerings; (iv) promptly implement all Updates and error corrections provided by Mandiant; (v) maintain Mandiant supported versions of required third party software, if any; and (v) notify Mandiant promptly of any decommissioning of Supported Offerings or relocation of the Supported Offerings from the location in which the Supported Offerings were originally deployed. Customer will use reasonable efforts to resolve internally any support questions prior to requesting Support. During the Support Term, Mandiant may obtain information regarding Customer’s use of the Supported Offerings and communications with Mandiant, which information may include personal information such as email addresses, and Customer agrees that, as a condition to Mandiant’s provision of Support, Mandiant may use statistical data generated regarding Customer’s use of the Supported Offerings and communications with Mandiant so long as the source or content of such communications and any personal data collected is not being disclosed to third parties other than those sub-processors appointed by Mandiant as noted in the Support portal. Providing Mandiant with up-to-date location and usage information helps ensure accuracy in our provisioning of Support Services.
  • Contact People - Customer will appoint the specified number of individuals (depending upon the Support Program purchased, as noted above) within Customer's organization to serve as contacts between Customer and Mandiant and to receive support through Mandiant's Support channels which include, web, telephone and email, alongside the Mandiant Community. Customer’s contacts will have been adequately trained on the Products and will have sufficient technical expertise, training and experience. All of Customer's support inquiries will be initiated through these contacts.

 

Exclusions

Mandiant will have no obligation or responsibility to provide any Support relating to problems arising out of or related to (i) Customer's failure to implement all Updates to the Supported Offerings which are made available to Customer; (ii) the failure to provide a suitable installation environment; (iii) any alteration, modification, enhancement or addition to the Supported Offerings performed by parties other than Mandiant; (iv) use of the Supported Offerings in a manner, or for a purpose, for which they were not designed; (v) accident, abuse, neglect, unauthorized repair, inadequate maintenance or misuse of the Supported Offerings; or relocation of the Supported Offerings, (vi) operation of the Supported Offerings outside of environmental specifications; (vii) interconnection of the Supported Offerings with other products not supplied by Mandiant; (viii) use of the Supported Offerings on any systems other than the specified platform for such Supported Offerings; or (ix) introduction of data into any database used by the Supported Offerings by any means other than the use of the software associated with the Supported Offerings.

Data Privacy

Mandiant has agreed to the European Commission’s Standard Contractual Clauses to help ensure an adequate level of data protection for the EU data that will be transferred to the US in the course of providing Mandiant Offerings. To the extent a separate agreement between Customer and Mandiant provides more stringent requirements as to data privacy, those more stringent requirements will control.

Lapsed Support and Upgraded Support

  • Lapsed Support - After any lapse of Support, the parties subsequently may elect to reinstate Support for Supported Offerings for which the Support lapsed; provided, however, that Customer agrees to pay for the period of time that has lapsed as well as any renewal Support Term.
  • Support Program Upgrade - At any time during the Support Term, Customer may upgrade to Mandiant's next level of Support by (i) notifying Mandiant of Customer's desire to upgrade; (ii) acknowledging in writing the then-current terms and conditions for the relevant Support; and (iii) paying Mandiant or the applicable Mandiant reseller the additional Support Fees owed in connection with such upgraded Support.

Contact

For more information please contact us or call one of the following numbers:

AMERICAS: +1 888 668 8987

EMEA: +44 333 015 6122

APJ: +65 3105 1666 Or your Mandiant regional office