Support

Intelligent design means low maintenance IT security

Huntsman software is intelligently designed, so it needs minimal support and updates. Unlike traditional security solutions, with Huntsman you don’t need daily signature database updates and/or tuning to meet new or unexpected security violations or compliance requirements.

Instead, Huntsman Support and Maintenance is focused on providing you with on-going feature enhancements, access to bug fixes and patches, and the opportunity to talk to a product specialist to resolve any product related difficulties.

As a Huntsman customer, you’ll receive Maintenance as part of the solution, and a choice of 3 levels of Support matched to your needs:

  • Active (phone and email) available as Standard or Premium level
  • Pro-active (customised).
Maintenance

Huntsman Security releases two new versions of Huntsman per year, either as minor dot-releases or major releases. The purpose of these releases is to provide you with (i) updated versions of Huntsman Software incorporating all interim patches, and (ii) any new features which will also be made available if you hold a Huntsman Support and Maintenance Agreement.

Standard Active Support

Huntsman Security’s Standard Active Support is available locally in each country of operation and provides you with phone and e-mail support during business hours (8:30AM-5:30PM), excluding gazetted public holidays, on an as requested basis.

  • Logging of calls via email, fax or phone
  • Reporting of Huntsman product faults
  • Problem identification
  • Access to patches and bug fixes
  • Product upgrades through the Maintenance program
  • Provision of 2 authorised customer contacts
  • Response to incidents charged at Tier-3’s standard daily professional services rate.
Premium Active Support

Huntsman Security’s Premium Active Support service provides you with phone and e-mail support based on extended or global business hours. Lodgement of any Priority 1 issues is available 24×7. This level of support includes:

  • Logging of calls via email, fax or phone
  • Reporting of Huntsman product faults
  • Problem identification
  • Access to patches and bug fixes
  • Product upgrades through the Maintenance program
  • Provision of 2 authorised customer contacts
  • Response to incidents charged at Tier-3’s standard daily professional services rate.
Upgrading Support

Customers may upgrade their support level by meeting the minimum prerequisites.

Customised Support

Other support options, such as dedicated support resources or on-site support, can be customised for our customers.

General Conditions

Huntsman Security will maintain support for the current release of Huntsman and one previous major release.
Any older versions of Huntsman may not be supported under this program.
Problem resolutions may require an upgrade to the current version of Huntsman