Connect with our team of offensive security, AI security and pen testing experts at Black Hat Europe 2023. Learn More

Connect with our team of offensive security, AI security and pen testing experts at Black Hat Europe 2023. Learn More

Managed Detection & Response

Eradicate cyberthreats with world-class intel and expertise

Managed Security Services

Expand your team’s capabilities and strengthen your security posture

Consulting & Professional Services

Tap into our global team of tenured cybersecurity specialists

Penetration Testing

Subscription- or project-based testing, delivered by global experts

Database Security

Get ahead of database risk, protect data and exceed compliance requirements

Email Security & Management

Catch email threats others miss with layered security & maximum control

Co-Managed SOC (SIEM)

Eliminate alert fatigue, focus your SecOps team, stop threats fast, and reduce cyber risk

Microsoft Exchange Server Attacks
Stay protected against emerging threats
Rapidly Secure New Environments
Security for rapid response situations
Securing the Cloud
Safely navigate and stay protected
Securing the IoT Landscape
Test, monitor and secure network objects
Why Trustwave
The Trustwave Approach
Awards and Accolades
Trustwave SpiderLabs Team
Trustwave Fusion Platform
SpiderLabs Fusion Center
Security Operations Centers
Technology Alliance Partners
Key alliances who align and support our ecosystem of security offerings
Trustwave PartnerOne Program
Join forces with Trustwave to protect against the most advance cybersecurity threats

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.