Technical Services
.

Timely, knowledgeable, and professional support
Guardium’s technical services group is responsible for all technical support to customers and channel partners, including installation support, ongoing support, upgrades and documentation.

We provide:

  • Installation support by phone and by Web conference
  • Three-tier support, including escalations from partners
  • Upgrades and new releases
  • Product documentation

You can contact our support team in a variety of ways:
  • Email us at support@guardium.com
  • Call us toll free in the USA at +1 877.487.9400
  • Call us from outside the USA at +1 781.487.9400
  • Login to the Customer Service Portal (secure site requiring authorized access)
  • To contact one of our partners, please go to the Partners page

Guardium acknowledges all customer calls, emails, and online submissions and tracks all customer issues with an incident ticket.

We reproduce our customers’ issues in our customer support lab on dedicated support systems running current and prior releases of Guardium software.  To reproduce your environment as accurately as possible, the lab also contains dedicated database servers representing all supported hardware architectures, database and operating system platforms, tools, and network protocols.
Guardium offers two levels of support:

Standard Three-Tier Worldwide Support
Premium Three-Tier Worldwide Support


Standard Three-Tier Worldwide Support

Standard support includes the following components:

Level 1 Support

  • Telephone, email, Web site, voicemail/pager support
  • Monday through Friday from 9:00 am – 5:00 pm, with an SLA of one-hour response
  • Weekends and holidays via pager support, with an SLA of next-business-day response
  • All customer calls documented in our Customer Technical Service Request System
  • Analysis of dumps, logs, and screen shots
  • Reproduction and investigation of technical issues, solutions, and workarounds

Level 2 Support

  • Advanced technical analysis and issue investigation, problem definition, solutions, and workarounds for escalated support calls
  • SLA of next-business-day response, cumulative with Level 1 Support

Level 3 Support

  • Management of customer issues and priorities, monitoring of resolution, ensuring customer satisfaction
  • Maintenance of current software updates and new releases

Premium Three-Tier Worldwide Support

Customers can choose to purchase Premium Support, which includes all of the components of Standard Support plus:

  • 24x7x365 support, with an SLA of one-hour response
  • Guardium’s “Phone-Home” service.  This industry-leading capability automatically detects and reports problems to Guardium’s support team so we can address an issue before it affects your organization.  For example, Phone-Home will automatically detect and report problems in your environment (such as a malfunctioning SPAN port) or problems with your Guardium systems (such as a hardware or capacity issue)