Support Plus

Support Plus – Program Overview

WhiteHat Security Support Plus program provides superior customer support at a variety of levels to ensure that customers are leveraging all the website security information delivered by Sentinel. With more than 1,500 websites under management, many in the Fortune 500, WhiteHat’s customer support team has gained superior technical knowledge. WhiteHat’s unrivaled website security perspective allows us to deliver the resources customers need to regain control over their website risk management programs, reduce risk, and improve their security and development processes.

Many organizations have a hard time taking website “Risk and Vulnerability” data and translating (disseminating) it among application business owners, software developers, and operational security engineers. That is why WhiteHat Security provides several support solutions to enable you to navigate this complex communication conundrum successfully.

WhiteHat Security offers enterprise-class software security support from our highly trained and expert security operations team. This means that if you need expert assistance or consultation from an engineer with website security experience on over 1500 enterprise-leading Web applications - they are just an email or phone call away. The WhiteHat Security Operations Team have training and background experience in Web servers, Web applications, and Web application software development. This includes hands-on experience with leading software development frameworks, design patterns, and implementation practices, as they relate to security. WhiteHat Operations Team are also experienced at explaining the issues in easy-to-understand language to all of the key stakeholders in your business.

All WhiteHat Sentinel service levels include access to our Customer Support Portal, WhiteHat’s exclusive Web support portal providing instant access to log, track and update cases online. It also offers the latest security information, FAQs, training information and product documentation. Within the online support community, you can recommend WhiteHat Sentinel product enhancements directly to product management and development teams.

There are currently three levels of WhiteHat support available to all Sentinel customers:

Standard –This level of support is included with all WhiteHat’s Sentinel subscriptions. Standard Support includes: 24x7 access to the Customer Support Portal, Sentinel interface training, and an annual service review
Silver –In addition to all the services included with Standard Support, Silver Support provides: Accelerated response times, dedicated security operations team familiar with your Web environment, quarterly service meetings to review issues and changes in your environment, custom vulnerability guidance, CBT Training (3 user licenses), 10% discount on Education Services.
Gold – Includes all Silver elements plus: A dedicated TAM, Semi annual onsite visits, priority response and service level agreements, one day onsite seminar, custom vulnerability guidance, 15% discount on Education Services.

The WhiteHat Security Support Plus is available for all WhiteHat Sentinel subscribers. Support Plus Standard is included in all WhiteHat Sentinel subscriptions. Support Plus Silver and Gold are available for an additional upgrade fee. Contact the WhiteHat sales office at (408) 343-8300 for more information or send us an email.

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“Any vendor can provide tools to help combat threats, but without the right customer education and support it means nothing. WhiteHat Security Support Plus enables customers to evolve their website risk management programs based on business requirements while guiding their staff to become better developers and security practitioners.”

Bill Pennington
senior vice president of services
WhiteHat Security