World Class Support Always,
Additional Guidance When You Need It
Customer satisfaction is a top priority at Invicti, which is why all of our subscriptions include world-class standard support with rapid response times, service excellence, and convenient access.
We also offer a Premium Support plan for customers who want tighter response time SLAs and additional escalation paths or a Premium Support + Guided Success plan for customers who need strategic guidance to help them quickly achieve their objectives.
Standard Support
Expert-level support to assist with questions about product functionality and general issues.
Premium Support
Industry-leading response times on all submitted tickets and further escalation of high severity tickets.
Premium Support + Guided Success
A named application security manager to provide guidance, best practice recommendations, and expert-level strategy plus industry-leading response times on all submitted tickets and further escalation of high severity tickets.
| Standard Support | Premium Support | Premium Support + Guided Success | |
|---|---|---|---|
| Support hours (local timezone) | 24x5 | 24x7 | 24x7 |
| Product and support documentation | |||
| Team training | |||
| Quarterly business reviews | |||
| Essential dynamic application security testing best practices call | |||
| Fundamental product adoption session with basic configuration examples | |||
| Priority-Based First Reply Guarantee Urgent – 1 Hr | High – 2 Hr | Medium – 4 Hr | Low – 6 Hr |
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| Advanced dynamic application security testing (DAST) best practices enablement sessions (Adoption or Team Training Sessions) delivered live and recorded for future use | |||
| Implementation guidance and advisory, including: asset discovery, website grouping, scan optimization, reporting, and analysis by a named application security manager | |||
| Guidance and support for the out-of-box 3rd party tools integrations | |||
| Custom documentation collage from the selected topics | |||
| Ongoing expert assistance from a named application security manager, including regular technical check-in calls |
The Support team was very quick to respond to our queries and were always looking for new ways to help.
Miguel Penaranda
Deputy Chief Information
Security Officer, SD BIT
[Support] was great. They always gave us fast responses and helpful advice.
Paolo Da Ros
CRYPTONET,
ITALY
Yes, if you have a complex issue or even one that is simple to resolve, the Invicti support staff is there.
Jim Broome
PRESIDENT,
DIRECTDEFENSE
More About Premium Support + Guided Success
Many organizations recognize the importance of a robust defensive web application security program but don’t have the strategic resources to get there. As web security demands grow more intense and security personnel are harder to find, IT leaders need more than great vulnerability assessment tools; they need reliable strategic guidance for any situation. When you use Invicti with Premium Support + Guided Success, your named application security manager becomes a trusted advisor working by your side to help ensure you achieve your web security goals over the long term and to help ensure you realize the full potential of your investment.
Premium Support + Guided Success is designed to provide:
EFFICIENT
INTEGRATIONS
Your named application security manager will help you with your strategy for integrating Invicti with other tools in your CI/CD cycle to ensure you experience the full functionality of the tool.
MAXIMUM
IMPACT
Your named application security manager will help you develop and deploy a strategy using proven best practices to ensure your organization experiences the full functionality of the tool.
PRODUCTIVITY
Working as an extension of your team, your application security manager will bring strategy and experience to reach maximum ROI on your Invicti investment.