Support Programs
TrapX offers a full range of features and benefits depending on the service level you choose. Use the table below to find the program that best meets your business needs.
| Support Service | Standard | Premium | Premium Plus Developer |
| Basic SLA | Mon-Fri 9am-5pm (Excluding holidays) | 7 x 24 x 365 | 7 x 24 x 365 |
| Unlimited Service Requests and Case Management | Yes | Yes | Yes |
| Web and Phone Support with Remote Desktop | Email and web only | Email, web, and phone with remote desktop | Email ,Web & Phone with Remote desktop |
| Response time to Severity 1 Tickets | Same business day | 2 hours | 2 Hours |
| Response time to Severity 2 Tickets | 2 business days | 4 hours | 4 Hours |
| Response time to Severity 3 and 4 Tickets | 3 business days | 2 business days | 2 business days |
| Latest Hot Fixes and Service Packs | Yes | Yes | Yes |
| Major Upgrades and Enhancements | Yes | Yes | Yes |
| Proactive Escalation | Yes | Yes | Yes |
| Access to Online Support Knowledge | Basic | Advanced | Advanced |
| Authorized Contacts | 2 | 4 | 4 |
| Dedicated Global Account Manager | Yes | Yes | |
| Proactive Health Check and Alerts | Yes | Yes | |
| Single Point Of Contact | Additional fees apply (please request quote) | Additional fees apply (please request quote) | |
| TrapX SDK \API | Yes |
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Call us or use our contact form and a senior support engineer will contact you as quickly as possible. We promise to help you find the attacker and stop them cold.