Trustwave and Cybereason Merge to Form Global MDR Powerhouse for Unparalleled Cybersecurity Value. Learn More

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Trustwave and Cybereason Merge to Form Global MDR Powerhouse for Unparalleled Cybersecurity Value. Learn More

Request a Demo
Services
Managed Detection & Response

Eliminate active threats with 24/7 threat detection, investigation, and response.

Co-Managed SOC (SIEM)

Maximize your SIEM investment, stop alert fatigue, and enhance your team with hybrid security operations support.

Advisory & Diagnostics

Advance your cybersecurity program and get expert guidance where you need it most.

Penetration Testing

Test your physical locations and IT infrastructure to shore up weaknesses before exploitation.

Database Security

Prevent unauthorized access and exceed compliance requirements.

Email Security

Stop email threats others miss and secure your organization against the #1 ransomware attack vector.

Digital Forensics & Incident Response

Prepare for the inevitable with 24/7 global breach response in-region and available on-site.

Firewall & Technology Management

Mitigate risk of a cyberattack with 24/7 incident and health monitoring and the latest threat intelligence.

View All Trustwave Services
Solutions
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Microsoft Security
Unlock the full power of Microsoft Security
Offensive Security
Solutions to maximize your security ROI
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
About Us
We reduce cyber risk and fortify organizations
Awards and Accolades
Recognition by analysts and media outlets
Trustwave SpiderLabs Team
Global researchers, ethical hackers, and responders
Trustwave Fusion Security Operations Platform
Unprecedented security visibility and control
Trustwave Security Colony
Access to cybersecurity threat protection resources
Partners
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
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  1. Support

Support Services

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.