Company

Support Programs

TrapX offers a full range of features and benefits depending on the service level you choose.

Use the table below to find the program that best meets your business needs.

Support Service Standard premium platinum
Basic SLA Mon-Fri 9am-5pm (excluding holidays) 7 x 24 x 365 7 x 24 x 365
Unlimited Service Requests and Case Management Yes Yes Yes
Web and Phone Support with Remote Desktop Email and web only Email, web, and phone with remote desktop Email, web, and phone with remote desktop
Response time to Severity 1 Tickets Same business day 2 hours 2 hours
Response time to Severity 2 Tickets 2 business days 4 hours 4 hours
Response time to Severity 3 and 4 Tickets 3 business days 2 business days 2 business days
Latest Hot Fixes and Service Packs Yes Yes Yes
Major Upgrades and Enhancements Yes Yes Yes
Proactive Escalation Yes Yes Yes
Access to Online Support Knowledge Basic Advanced Advanced
Authorized Contacts 2 4 6
Dedicated Global Account Manager Yes Yes
Proactive Health Check and Alerts Yes Yes
Technical Account Manager Yes
TrapX SDK \API Yes

Learn more about our unique approach to Deception

Discover why more than 300 global customers call TrapX "simple, powerful, and affordable."