Support Overview

INTRODUCTION

LogPoint Support is the first point of contact in reference to any queries and issues that the customer has in reference to LogPoint and various products and services that we offer.

This article summarizes access, scope, eligibility, service levels of the Support, as well as the additional paths of getting help with LogPoint product.

 

ACCESS TO SUPPORT

Customers and partners of LogPoint have an ability to designate specific people within their organization as LogPoint Support Contacts. These contacts will have a possibility to view and create support tickets for the organization.

Upon signing the contract with LogPoint, customers and partners can ask for registration of relevant technical staff as Support Contacts.

To add or update Support Contacts, please reach out to your Customer Success representative.

 

SUPPORT TICKET CREATION

In order to initiate the support process, a support ticket has to be created. General rule is that one support ticket should have only one issue described. Keeping different problems in different tickets ensures a much better overview of the status on each problem, and also reduces the risk of missing important information in the support process.

The recommended way to open support request is to use Support Portal. This gives customers a greater control over the information in the ticket, so support team can categorize issue faster.

Alternatively, users can send an email to servicedesk@logpoint.com describing the issue. The email will be converted into the ticket automatically. Some of the fields will be automatically populated based on the sender's email address and other data, but some fields will receive default values (e.g. priority will be set to Normal). Therefore, we encourage creating ticket via portal to ensure all relevant information is set in relevant ticket fields, so support team can categorize and prioritize issue better.

Note. When sending an email to servicedesk@logpoint.com from the email address, which has NOT been registered as LogPoint Support Contact, such inquiry is not guaranteed to be processed.

 

SUPPORT TICKET LIFECYCLE

When working with tickets in LogPoint Support, it is important to acknowledge state of a ticket, so that helps to set the right expectations.

A ticket can be in one of the following states:

   

• New means that the request was received, but that it has not been opened and evaluated yet.
• Open means that the ticket is being worked on by LogPoint Support personnel, i.e. the customer is waiting for a response from us.
• Pending means that LogPoint Support is waiting for the customer to respond. This would typically be when we have asked a follow-up question, and are waiting for the customer to respond. Requests that are set to Pending remain that way until the requester responds, in which case the status is changed to Open. Customer will have 14 days to provide an update. If no response provided even then, the ticket will be changed to Solved.
• On-hold means that the support request is escalated internally and waiting for the resolution from a different team within LogPoint (for example, product engineering teams) to unblock important product functionality affected by product bug. Read more about relevant policy here.
• Solved means that the agent has resolved the support issue. Solved tickets are closed 3 days after they have been set to Solved. Until a ticket is closed, the requester can reopen the ticket. For example, the requester may not agree with the agent that the support issue is resolved and reply back to the ticket solved email notification.
• Closed means that the ticket is complete and can't be reopened. Requesters however can create follow-up requests for closed tickets.

Lifecycle Notes:

• It is expected that the customer collaborates fully regarding any questions and information requests from support team in order to troubleshoot and solve problem efficiently. That also assumes customer informs support if more time needed to provide the requested information.
• When the initial inspection of the case is done, the possibilities for the cause of the issue are validated and/or eliminated by gathering the necessary information. For this, the assigned representative can ask for a support connection to the machine. If not feasible, LogPoint Support may also suggest also remote sessions via Zoom, Microsoft Teams or other relevant tool.
• The main aim of the support team would be to provide a definite fix to the presented problem. If the fix is not available, LogPoint Support will investigate whether a workaround can be provided.
• Depending on the scenario, support ticket may trigger a product feedback, either bug or feature request, to be reported and processed with LogPoint product team according to this policy.

 

SERVICE LEVELS

Tickets are assigned a priority according to the following definitions:

Priority	Definition	Time to First Response1
Urgent2	System is non-functional or heavily degraded. An incident, which causes loss or corruption of data, intermittent operation, and inability to connect the product or service or actually impact the operation of the solution, deployed in live environment and has no known workaround.	4 hours
High	System is substantially degraded. An incident, which makes workaround difficult or inefficient, causes substantial performance degradation, prevents the usage of a major functionality, severely impacts solution reliability, needed capability is missing.	8 hours
Normal	System is degraded. An incident, which causes awkward use of the solution, but does not substantially disrupt the functionality or operation, which may disable non-essential but desired features or capability, but does not affect equivalent option available, which leads to confusing user interface (inconsistent action/messages), with known workaround and which may require a permanent/final fix.	16 hours
Low	System is insignificantly degraded OR product functionality questions/clarification. An incident that has minor impact on performance, and does not impact the functionality or operation. A minor disturbance in functionality or operation of the system, where the urgency for solution is not high. UI improvements or optimization. Any product inquiries not blocking normal operations of the product.	24 hours

1 - Service levels are delivered by 24/5 support team and provided in business hours defined as Monday – Friday (8 AM – 5 PM in the customer's time zone). Extended support with 24/7 and round-the-clock options can be added at additional cost.
2 - Urgent cases require continuous cooperation from customer and/or partner. LogPoint may decrease support priority if ticket requires customer's input for more than 24 calendar hours.

 

In addition to the first response commitment, Logpoint provides additional commitment to continuously update customers about the progress of any ongoing support situation. Please check Service Level Agreement article for more details.

 

ESCALATION

If you find that your tickets are not addressed with the priority raised, the best way to escalate it is to provide the following update within support ticket itself containing all of the following details:

• Explicitly mention a need to escalate the ticket
• Provide new/additional business justification of why ticket needs to be escalated
• Provide specifics of anticipated service level for the ticket

The alternative way to escalate support ticket is to reach out to your Customer Success representative. When escalating, please include your ticket number and relevant justification of why escalation is needed.

In edge cases, like outside typical business hours during weekdays or when the ticket's situation changes significantly, the phone escalation channel can be used as described in the Phone Support Overview article.

 

SUPPORT SCOPE

LogPoint Support provides its service for all of the products within LogPoint portfolio such as LogPoint SIEM+SOAR, UEBA, Director and all other products available within https://servicedesk.logpoint.com/. Support service's primary objective is to ensure stability of the solution by assisting with issues like:

• When product is working differently from how it is described in official documentation
• Questions about functionality and configuration described in official documentation
• Performance and stability issues in LogPoint production environment

 

SPECIAL SUPPORT

This section also provides an overview of specific scope clarifications within general support provision:

Sudo Access

Partners may obtain sudo access to LogPoint system. For that, a partner provides the machine-id of the LogPoint system, and Support generates a partner script which creates a user "partner" with sudo access in that LogPoint system. Sudo access isn't generally provided to end customers. It is important that sudo access is provided with the condition that the use of the account will transfer liability to the extent that if wrongful usage of admin privileges lead to a breakdown, then related support will be provided and charged on time and material basis (T&M).

Hardware Support

When a Hardware Appliance is sold by LogPoint to the customer, LogPoint Support provides support by mediating between the Hardware vendor and the customer. If any Hardware issues arise at the customer, LogPoint support creates a ticket at the Vendor's Support System on behalf of the customer. Then, the Vendor support contacts the customer for more information and provides the required support.

 

ADDITIONAL SOURCES OF HELP

This section outlines different resources, where information about LogPoint can be found on a self-service basis:

• https://docs.logpoint.com - official documentation of all LogPoint products, including installation & upgrade guides, configuration guides, plugins documentation etc.
• https://logpoint.ideas.aha.io - official ideas portal for LogPoint customers and partners to submit feature requests and ideas to bring LogPoint's product team focus on most demanding enhancements for next releases.
• https://servicedesk.logpoint.com/hc/ - service desk, which combines access to Support Portal as well as access to product releases, known issues, relevant knowledge base articles and additional support information.
• https://community.logpoint.com - this forum represents aggregated experience of many LogPoint partners and customers across the world on the most popular topics regarding LogPoint configuration and usage. It is a general recommendation to check community portal, before support ticket is created.