Premium Support
Specialized technical support to protect your business
Reduce your risk. Get answers fast. Get more from the Vectra AI Platform.
Why Premium Support?
Support experts for modern environments
While all Vectra AI customers have access to standard technical support, our 24x7x365 global program provides added peace of mind for complex environments.
When every second counts, rely on our follow-the-sun support team to resolve issues fast and minimize downtime.
- Direct access to Vectra AI support engineers
- Rapid troubleshooting and expert guidance
- 24X7X365 critical issue resolution
- Defined Service Level Objectives by ticket severities
Need to speak with a support expert? Get access to a live agent over chat.
Finding it hard to monitor your Vectra AI solution’s performance? Let our engineers help you by proactively monitoring your platform.
- 24X7X365 monitoring of solution health
- Immediate actions taken on your behalf if remote access is granted
- Peace of mind that your Vectra AI solution is running as expected
Security environments are complex and vast. Understanding the whole infrastructure is a challenge when trying to resolve issues.
Our support engineers master many technical domains beyond Vectra AI, from networking to Linux to virtualization and cloud, allowing you to get the proper advice for your Vectra AI solution.
When every second counts, rely on our follow-the-sun support team to resolve issues fast and minimize downtime.
- Direct access to Vectra AI support engineers
- Rapid troubleshooting and expert guidance
- 24X7X365 critical issue resolution
- Defined Service Level Objectives by ticket severities
Need to speak with a support expert? Get access to a live agent over chat.
Finding it hard to monitor your Vectra AI solution’s performance? Let our engineers help you by proactively monitoring your platform.
- 24X7X365 monitoring of solution health
- Immediate actions taken on your behalf if remote access is granted
- Peace of mind that your Vectra AI solution is running as expected
Access to technical experts
Security environments are complex and vast. Understanding the whole infrastructure is a challenge when trying to resolve issues.
Our support engineers master many technical domains beyond Vectra AI, from networking to Linux to virtualization and cloud, allowing you to get the proper advice for your Vectra AI solution.
Standard vs Premium
Professional technical support, when you need it
While all Vectra AI customers have access to standard technical support, our 24x7x365 global program provides added peace of mind for complex environments.
| Standard | Premium | |
|---|---|---|
| Technical support access during business hours (8 am - 5 pm based on your geography) | ||
| Web portal, email support, and knowledge base access | ||
| 24x7x365 technical support access | ||
| Assigned account manager | ||
| Live chat support | ||
| Phone call backs | ||
| Queue priority | ||
| System health monitoring and remediation |
What’s Included
Premium services for faster troubleshooting and rapid response
System health monitoring
For monitoring and resolution around the clock, even when your team is away.
24x7x365 coverage
For immediate assistance should an issue arise. Direct access to experienced engineers in North America, Europe, and Asia-Pacific.
Industry leading response times
For initial response and follow up aligned with your business priorities.
Live chat
So you can talk live to a support engineer when you need it.
Optional remote support
For 24X7X365 troubleshooting and resolution — no customer interaction needed.
What Customers Are Saying
Trusted by security teams worldwide
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Frequently Asked Questions
Who’s eligible for Premium Support?
Premium support is eligible to any Vectra AI customer looking to boost security operations efficiency with on-demand access to technical experts.
How is Premium Support delivered?
Our Premium technical security guidance is provided by a team of experienced engineers in the North America, Europe, and Asia-Pacific regions.
What does Premium Support include?
In addition to access to support experts 24x7x365, as well as industry-leading response times, Vectra AI Premium Support includes the Proactive System Health Monitoring and Remediation Service. This option ensures 24x7x365 monitoring — and is ideal for teams looking to achieve operational security excellence. Should an issue arise, the support team will immediately investigate and remediate.
How can I get more information about Premium Support?
Fill out the form below for a personalized support consultation.