Netskope’s three support levels are designed to align with the complexity of your environment and provide the critical support you need to achieve your goals with us. Please reference Netskope Support Terms for more details. See a detailed description of Netskope Premium Plus.
Support Description | Basic Support | Premium Support | Netskope Premium Plus |
---|---|---|---|
Pricing | Included with | 20% of | 25% of |
Hours of operation | Business hours | 24/7/365 | 24/7/365 |
Email/Web support | Yes | Yes | Yes |
Support Portal notifications (maintenance, upgrades, etc) | Yes | Yes | Yes |
Product documentation library access | Yes | Yes | Yes |
Trust Portal access | Yes | Yes | Yes |
Published response targets | Yes | Yes | Yes |
Phone support | - | Yes | Yes |
Off hours on-call support | - | Yes | Yes |
Technical account management | - | - | Yes |
Focused technical support engineer | - | - | Yes |
Support ticket reviews | - | - | Yes |
Understanding of customer’s network and operations/use cases | - | - | Yes |
Please note, all numbers are available at all times. In the event you experience an issue with the number you are dialing, please try an alternative number.