D3TLV17- You have Incapsula...now what?
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The document discusses how the Incapsula support team can help customers who have purchased Incapsula services. It outlines several ways the support team can be contacted, including via a support website, email, or phone. It also describes resources available to customers like knowledge base articles, training courses, and status pages. The document notes there are standard and premium support options with different response times and update intervals. It highlights that emergency escalation is available by phone and identifies enhanced support programs like managed services and technical account managers.
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D3TLV17- You have Incapsula...now what?
- 1. You Have Incapsula… Now What? How the Incapsula Support Team Can Help Asaf Hotnik, Director of Support, EMEA
- 2. Who am I? Asaf Hotnik 12 years in the cyber security world 7 years at Imperva Support A day of problem solving is a day well spent! © 2017 Imperva, Inc. All rights reserved.2
- 3. Agenda • Get to know us! • How to gain more technical knowledge? • How to contact Support? • In case of emergency…. • Support: Enhanced and customized • Q&A © 2017 Imperva, Inc. All rights reserved.3
- 4. You Have Incapsula, Now What? Get to Know the Support Team 1 © 2017 Imperva, Inc. All rights reserved.4
- 5. Worldwide Product Support © 2017 Imperva, Inc. All rights reserved.5
- 6. © 2017 Imperva, Inc. All rights reserved.6 NOC SOC R&D
- 7. You Have Incapsula, Now What? Knowledgebase Resources 2 © 2017 Imperva, Inc. All rights reserved.7
- 8. Docs.incapsula.com © 2017 Imperva, Inc. All rights reserved.8
- 9. Incapsula University © 2017 Imperva, Inc. All rights reserved.9 Add a Website to the Incapsula Service
- 10. Support Home Page © 2017 Imperva, Inc. All rights reserved.10
- 11. Status Page - http://status.incapsula.com © 2017 Imperva, Inc. All rights reserved.11
- 12. You Have Incapsula, Now What? Contacting Support 3 © 2017 Imperva, Inc. All rights reserved.12
- 13. How to Contact Our Support Team • Web - Submit a ticket through our Support Website: https://support.incapsula.com • Email - support@Incapsula.com • Phone – 03-978-6970 [Enterprise only] – Global numbers available
- 14. Imperva Incapsula Service Level Agreement © 2017 Imperva, Inc. All rights reserved.14 Categorization Criteria Level 1 - Urgent Severe business impact on, or downtime of, Client’s service to its customers, caused by a malfunction in the services Level 2 - High Degradation of a Client’s services to its customers, caused by a malfunction in the services; PI Outage Level 3 - Medium Other error that does not prevent Client from providing service to its customers
- 15. Imperva Incapsula Service Level Agreement Standard Support Initial Response Time Status Update Intervals 2 hours 2 hours 4 hours 1 business day 1 business day 4 business days Premium Support/TAM Initial Response Time Status Update Intervals 30 minutes 2 hours 1 hours 1 business day 8 hours 4 business days
- 16. You Have Incapsula, Now What? Emergency and Escalation Paths 4 © 2017 Imperva, Inc. All rights reserved.16
- 17. In Case of Emergency or Escalation Request • Call our support line • Ask for an escalation to one of our Support Leads • Support Escalations: supportescalations@incapsula.com - © 2017 Imperva, Inc. All rights reserved. - 17
- 18. You Have Incapsula, Now What? Enhanced Support Programs 5 © 2017 Imperva, Inc. All rights reserved.18
- 19. Enhanced Support Programs • Specialized proactive support programs – Managed Services – Technical Account Manager - © 2017 Imperva, Inc. All rights reserved. - 19
- 20. Managed Services © 2017 Imperva, Inc. All rights reserved.20
- 21. TAM - What’s in it for you? • TAM will act as your ambassador within Imperva Incapsula • TAM will reduce onboarding time • TAM will make sure your setup is always in the best shape
- 22. You Have Incapsula, Now What? Q&A 6 © 2017 Imperva, Inc. All rights reserved.22
Editor's Notes
- We are a busy team worldwide. Over dispersed footprint and a great set of strengths. We have over 5000 customers worldwide and handle 100 people with a geographically more than 30k tickets annually across our product estate. We hired Local people in each region to better support our customers. Imperva Securesphere was originally setup to be a geographically dispersed, follow-the-sun model with full-time engineers and has been highly successful. Incapsula, took a different approach that was centralized “shift” based work spread across a pool of part time students. This was done primarily because of the SMB target that Incapsula quickly grew out of.
- Portal, docs
- Incapsula product documentation is available at https://docs.incapsula.com, or by clicking the Help > Documentation link in the Incapsula Management Console
- https://www.incapsula.com/about/university.html
- Support.incapsula.com Support engineers adding articles here Based on their vast experience with the system, our support engineers have created valuable articles on feature functionality, configuration options, and step-by-step instructions for onboarding our CDN solution.
- The status page displays the latest information and updates on our global servers, scheduled maintenance, and incidents. Updates cover the Incapsula Management Console and API, as well as the status of Incapsula data centers and services in North/South America, Europe, and Asia Pacific. In addition to the above overall status information, the status page also provides you with alerts on the following categories: Network upgrades – Scheduled maintenance for our network. Increased latency – If it exists at data centers in your region. Connectivity issues – Regional or worldwide incidents. Outages – Service restoration updates. Regional connectivity – Maintenance and incidents in your geographic region (North America, EMEA, APAC, South America).
- SLA, portal, docs, etc. phone,
- When logged in it’s great so you get the right SLA.
- Talk about the future and SF, they will be able to click a button to escalate. While requesting an escalation, please provide the following details: 1. Is there an existing support ticket opened for the issue? 2. Briefly describe the nature of the escalation. 3. Describe the impact of the incident on your business. 4. Is there a critical deadline or date and time for which the issue must be resolved from your end? 5. Preferred contact method - how should the escalation manager contact you? Please send the above information to supportescalations@incapsula.com. Emails sent to this distribution list are received by our global support management team, including support managers, directors, and the VP of Support. A member of the management team will reply to your email and will address the escalation, providing the next steps/resolution
- A TAM will act as your ambassador within Imperva Incapsula. Provide faster escalation paths to all levels Perform quarterly service review Represent your needs during roadmap discussions and grant you early access to new features A TAM will reduce onboarding time Work closely with you to setup expectations from the system and configure accordingly Prepare all the required configuration in advance Handle onboarding issues and problems A TAM will make sure your setup is always in the best sharp Act as a consultant as we’ll see changes in your environment and traffic dynamics. Perform periodic health review