Experts in data security and compliance, Imperva's technical support engineers are specifically equipped to deliver responsive support and technical assistance for all Imperva products and solutions. With staff members strategically deployed across the globe, Imperva is able to offer 24x7x365 support that guarantees our customers will immediately receive answers to any of their questions or concerns.
Technical Support Services
The Imperva Technical Support staff is dedicated to providing our customers with courteous, prompt, and professional responses to all their technical inquiries. Our engineers are available around the clock and can be contacted by phone, email or online via our Self Service Support Portal.
Imperva offers three levels of technical support – Standard, Enhanced, and Premium – that afford customers the flexibility to select the plan that best meets their needs. All three programs include a formal escalation procedure that ensures an effective resolution to all your issues and questions.
|Term||1 year||1 year||1 year|
|Support hours||8am - 6pm local time||24 x 7 x 365||24 x 7 x 365|
|Software maintenance||Full (major and minor updates)||Full (major and minor updates)||Full (major and minor updates)|
|Hardware warranty||Extended for term||Extended for term||Extended for term|
|Hardware replacement||Standard Replacement||Standard Replacement||Advance Replacement|
|Access to Imperva|
Self Service Support Portal
Designated Support Engineer
An Imperva Designated Support Engineer (DSE) delivers all of the benefits of a TAM, but also provides an additional two weeks of on-site assistance and in-depth technical knowledge. As one of the most senior engineers at Imperva, the DSE can solve extremely technical product issues personally – without relying on the expertise of other support or software engineers. Each DSE will support a maximum of three Imperva accounts, ensuring that each customer receives timely, thorough, and accurate responses. It will also enable the DSE to understand all aspect of the customer environment and the SecureSphere product deployment. And lastly, each DSE is tasked with one primary objective: to make customer deployments successful. Every DSE will work closely with customers to protect their security investment and ensure customer satisfaction.
To open, update, or view your cases online or search the knowledgebase and doucmentation for answers, visit the Customer Support Portal.
Send an email to:
Contact us by phone:
Outside of the US:
1-650-345-9000, select option 2