SUPPORT & RESPONSE SERVICES

Network Presence Support and Response Services are designed to meet the demanding availability needs of enterprise customers. We take great pride in our support and response offerings and strive to provide a service that is focused on one thing: our clients. Support is not an afterthought or a "required evil" - it is a vital, important job and we have structured our offerings around that belief.

Our Premier support SLA provides guaranteed response time of 30 minutes with 24x7 coverage 365 days of the year. All of our support offerings are staffed by senior engineers and consultants. At no point will a supported customer be dealing with a junior engineer.

Before finalizing a support contract, a Network Presence consultant will work with you to understand your computing environment. By knowing in advance how your network is designed, we can provide you with proactive support and expedited response when a problem does occur. No matter when disaster strikes, a senior consultant familiar with your environment will be available to troubleshoot the issue.

Our support offerings go above and beyond that of standard product support. Highlights of our service include:

Ownership of all vendor escalation issues. Network Presence support personnel will take ownership of all issues and will work directly with the vendor to ensure a speedy resolution. By leveraging our existing relationship with the vendor, we can expedite the support process and provide quick resolution.

Expert Security Analysis. Clients are encouraged to discuss proposed configuration changes with Network Presence. Our personnel will assist in quantifying the risk involved and providing your staff with the knowledge they need to make an informed decision.

Change Management. Our Premier support level is extended to include change management of the supported systems. Using our custom tools, we will mirror and back up important configuration data and will provide notification if an unauthorized change is made to the system.

Vulnerability Scans. The Network Presence vulnerability scans utilize custom scanning tools to remotely assess your supported devices and ensure compliance with your security policy. Our scans are linked to the change management database and will produce an alert if the configurations change without your knowledge. By combining vulnerability scanning with change management, an organization can effectively maintain a consistent security posture.

Proactive Notification. New security vulnerabilities are uncovered on a daily basis. The only way to keep your network secure is to apply software patches and updates as they are released. Our email notification service will ensure you are kept up to date on all the latest vulnerabilities.

Knowledge-Base Access. Network Presence maintains a knowledge base and resources archive of FAQs and solutions to common problems. With daily updates, the knowledge base is an important source of up-to-date information on all of the supported products.

Network Presence offers the Support and Response service for most leading commercial security products. Contact us for additional information and check https://support.netpr.com/ for access to our support site.