Whether your company requires around-the-clock coverage or basic support, Trustwave can deliver the level and types of support you need.
Our tiered technical support plans and software maintenance options offer flexibility and convenience to match your particular business needs.
Standard Support
(Basic Plan)
Standard Support provides basic support coverage at no extra cost for the duration of your product subscription. Standard Support offers timely and cost-effective response to your support needs.
It includes support during normal business hours1, as well as all product upgrades, security updates and maintenance releases during the subscription period.
Premium Support
(Enhanced Plan)
Premium Support offers enhanced support services for additional fees for the duration of your product subscription.
Premium Support includes higher priority response to support incidents, and 24x7x365 support for level 1 (critical) issues.
Technical Case Manager
With a Trustwave Technical Case Manager (TCM), you receive comprehensive, expert support from a dedicated, technical engineer who is focused on prompt, streamlined issue resolution for your implementation. This senior representative is familiar with your information security solutions and services and provides the personalized assistance and expertise that your business needs, when you need it. The Trustwave TCM helps to bring faster issue resolution to help improve your security posture and meet regulatory requirements. The Technical Case Manager is a global, optional fee service that supplements your Trustwave Standard Support and Premium Support by providing you with dedicated support when you need it.
Premium Hardware Support Option
Trustwave offers Premium Hardware Support as an additional support fee-based service, including extension of the hardware warranty and replacement of faulty hardware with a new or refurbished unit, shipped next business day following RMA approval. For details, contact an Trustwave account manager.
Specific information for appliances based on IBM hardware is available at this link.
| Service Plan | Standard Support | Premium Support |
| Technical Support Availability | During business hours as defined locally1 | 24x7x365 for critical issues |
| Access to Trustwave Support Portal | Yes1 | Yes |
| Telephone Support | During business hours as defined locally1 | 24x7x365 for critical issues |
| Customer Forums | Yes | Yes |
| Product Upgrades, Patches, Security Updates and Feature Packs | Yes | Yes |
| Extended Product Documentation | Yes | Yes |
| Access to Knowledge Base | Yes | Yes |
| Higher priority response to support incidents | - | Yes |
| Technical Case Manager (optional add-on fee based service) - see description above | Optional | Optional |
| Premium Hardware Support Option (includes extended warranty)2 | Optional | Optional |
1 Via channel. Direct service is available for customers that purchase directly from Trustwave.
2 Available for certain hardware models.
* Trustwave support services specified on this webpage are subject to the Trustwave Support Services Policy.