Valtix Customer Support

Overview

Valtix prides itself in offering our customers, prospects and partners a first class customer support experience. Our objective is to put you in touch with the right people and material quickly to help make your cloud journey with Valtix successful. We will help guide you through deploying, configuring, and using Valtix to secure your cloud environments. And to ensure your experience is first class and your use of the solution is successful in the shortest amount of time.

Offering

• Extension of the Valtix Technical Sales and Engineering teams
• Active case management with frequent communication
• Cases are assigned, triaged and categorize based on severity
• Case actions are developed to determine whether a fix is needed, documentation should be updated, or additional information is required
• Cases are updated frequently and brought to closure efficiently
• Case escalation determined based on severity and response levels
• Valtix founding team is involved to ensure executive oversight

Pricing Tiers

Support	Free Tier	Pay as you Go Tier	Enterprise Tier
Coverage	Minimal	Partial	Full
Chat	✅	✅	✅
Email	✅	✅	✅
Phone		✅	✅
Slack			✅

Hours | | 12 x 5 | 24 x 7 x 365 Response Time | Best Effort | Best Effort | Service Levels Escalation | | ✅ | ✅

Scope

Support is offered to customers, prospects and partners to help guide you through deploying, configuring and using the solution. The general scope of assistance is as follows:

• Solution questions
• On-boarding, setup, and configuration
• Best practice guidance
• Architectural review
• Troubleshooting
• Bug reporting and feature requests
• Upgrades and updates
• Terraform examples

Support will also help put you in contact with the right people at Valtix based on needs beyond the scope of support. Examples are as follows:

• Pricing questions
• Trial accounts, extension and pre-sales assistance
• Solution demonstrations
• Professional services

Operating Hours

Enterprise Tier

Valtix offers support 24 hours a day, 7 days a week, 365 days a year for the Enterprise tier.

Pay as you Go Tier

Valtix offers support 12 hours a day (7am to 7pm PT), 5 days a week (Monday through Friday, minus US holidays) for the Pay-as-you-Go tier.

Free Tier

Valtix offers support on a limited, best-effort basis for the Free tier. No set hours or days are defined. Response time will vary depending on availability and activity.

Contacting

Chat

• In-solution chat - Now Available!
• Real-time communication
• Login to Valtix UI; Select Chat with Support under the ? menu
• Automatic case creation
• Further communication via chat, email or Zoom

Email

• Valtix Support
• Automatic case creation
• Further communication via Email or Zoom

Phone

• Contact Valtix main number
• Select option 2 and leave a voice mail
• Automatic case creation
• Further communication via phone, email or Zoom

Slack Connection

• Real-time communication
• Requires each company use Slack Enterprise
• Manual case creation (as needed)

Cases

Severity Definitions

Severity	Level	Definition
P0	Critical	Complete loss of critical functions or services without feasible workaround
P1	High	Periodic or sustained issue with workaround
P2	Medium	Bug, feature request, billing/metering issue, administration issue

Response Service Levels

Severity	Level	Initial Engagement	Manager Escalation	VP Escalation	CEO Escalation
P0	Critical	15 minutes	1 hour	3 hours	12 hours
P1	High	4 hours	8 hours	24 hours	72 hours
P2	Medium	24 hours	5 business days	10 business days

Status Definitions

Status	Definition
New	New case has been created. Awaiting case acceptance to begin support.
Working	Active investigation, triage, root cause analysis and resolution
Pending Customer	Awaiting information or validation from customer
Pending Valtix	Awaiting information or validation from Valtix
On Hold	On-hold pending a future release or update
Closed	Problem is resolved. No further action is required.

Guidelines

Minimizing Outage Risks

To minimize the risk of operational outages, Valtix recommends the following minimum requirements when deploying Valtix Gateways:

• Valtix Gateway
  • Minimum 2 Availability Zones (1 instance per AZ)
  • Auto-scaling
    • Minimum instances: 1
    • Maximum instances: 2 or higher
• Cloud provider configuration
  • Available resources
    • Private IPs (Management and Datapath subnets): # of Gateways * Max auto-scaling
    • Elastic IPs: 2 * # of Gateways * Max auto-scaling * # of AZs
  • Management subnet Security Group rules
    • Outbound: Open to Valtix Controller
    • Inbound: Closed to all traffic