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Support and Services

Technical Support

Overview

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.

Support LevelStandardEnhancedPremium
Term1 year1 year1 year
Support hours8am - 6pm local time24 x 7 x 36524 x 7 x 365
Software maintenanceFull (major and minor updates)Full (major and minor updates)Full (major and minor updates)
Hardware warrantyExtended for termExtended for termExtended for term
Hardware replacementStandard ReplacementStandard ReplacementAdvance Replacement
Access to Imperva
Self Service Support Portal
YesYesYes


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.



Datasheets
Contact

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:
support@imperva.com

Contact us by phone:

   US: 1-877-467-3780

   Outside of the US:
   1-650-345-9000, select option 2

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