Whether you need a fast answer over the phone or more in-depth assistance, FireMon can answer your technical questions with its team of trained, experienced experts. Contact us by calling +1 913.730.1130, or by logging into our user portal and submitting a ticket under your support agreement. FireMon currently offers a choice of two support agreements:
Silver Level support
- Comprehensive support from 7:00 A.M. to 7:00 P.M., Central Standard/Daylight time, Monday through Friday.
- Response time to critical issues: 1 business day.
Gold Level support
- Comprehensive support 24 hours a day, 7 days a week for critical issues.
- Calls made to the FireMon Support Center after normal business hours (7:00 A.M. CT – 7:00 P.M. CT) are routed directly to the FireMon after-hours support desk, from which a support engineer can be paged for critical issues.
- Response time to critical issues: 2 hours.
With Gold Level support, FireMon provides a comprehensive response and escalation grid that ensures our clients will receive the attention they need to resolve support issues in a timely and efficient manner.
All FireMon customers with current support and maintenance contracts have access to technical support resources. Our online support center is generally the fastest and most convenient means of support and is available 24×7 for self-service technical assistance for the following:
- Viewing and downloading updates.
- Accessing product documentation, release notes, technical articles, and FAQ’s.
- Submitting support tickets.