1. Interset Support Overview March 2017
THE WORLD’S SMARTEST ANALYTICS PLATFORM
Enabling innovative security teams to pinpoint true threats
Interset Support Overview
March 2017

2. Introduction
Interset support aims to provide all of our clients with a high touch, personal level of support. We value each of our clients and understand that the needs of individual clients differ based on situation, industry and requirements. It is because of this that we do not have a ‘one size fits all’ stance for supporting our clients.
The Interset approach consists of several basic deliverables, but adds an additional level of interaction that provides accountability to the success of our customers. We aim to move clients quickly from introduction, to installation and configuration, usability and ultimately demonstrate a return on the product investment through demonstrated value for customers.
The support provided is meant to be a customized ’solution’ that works best to provide this value. We strive to work closely with your organization to become you trusted partner through being the face of Interset for all interactions post purchase.

3. Interset Support – The Basics March 2017
THE WORLD’S SMARTEST ANALYTICS PLATFORM
Enabling innovative security teams to pinpoint true threats
Interset Support – The Basics
March 2017

4. Interset Support – What To Expect
The goal of Interset’s support model is to provide the most hands on high touch support possible for all clients. Support will be your main contact for all of the phases of a deployment. The support team will be constantly available to you and your team. Support team members can respond directly to client issues or can coordinate a more comprehensive response quickly and provide access to development, test, product management or Interset executive as required to provide the most applicable and fastest resolution to issues or questions. Advise Proven Practices Break Fix Upgrades Installations Configurations System Augmentation Enhancements
Interset Support
Advise
Proven Practices
Break Fix
Upgrades
Installations
Configurations
System Augmentation
Enhancements

5. Interset Support – Constant Presence
As part of the personalized delivery model, the Interset support experience typically starts at the very beginning – software installation and configuration. Interset’s Technical Relationship Managers will work with you and your team to develop a plan to install the newly acquired software. This includes infrastructure recommendations, install timelines, configuration and tuning periods, sample processing, validation, move to production and subsequent support. Interset support is that constant presence Providing the support and confidence Needed for a successful deployment. From Start to finish, Interset Support will perform Installation and configuration and ensure that Environments are handed over only when The client is satisfied and confident.
Interset support
Installation
Configuration
Sample Processing
Tuning
Validation
Production
Go Live

6. Interset Support – Engaging Us
Interset Support can be contacted in 3 ways. Logging tickets can be accomplished through the web, by ing or by phone. You can also contact your assigned Technical Relationship Manager directly through or phone or you can contact Support management. These contact details are listed blow or in the case of individual contact information, will be provide once support commences. Web Phone (613)

7. Interset Support – Coverage
Normal hours of support run from 9:00 AM EST to 8:00 PM EST. Questions or issues raised during this time will be logged and clients should expect either an or a phone call back depending on the severity of the issue. Should an issue arise out of normal business hours, depending on the severity and impact, Interset Support can be available. This support is offered for production down issues that require immediate assistance. Other issues pertaining to the system will be addressed next business day. To reach support after hours, please and mark you issue as URGENT and PRODUCION DOWN and someone will return your communication. If work is planned on a system for after normal hours, arrangements can be made in advance should the customer or Interset feel it beneficial to be available. These maintenance windows should be scheduled as much as possible and if possible ample notice provided to Interset Support so arrangements can be made to provide coverage.

8. Interset Support – Documentation
As part of the support provided to all customers, a comprehensive set of documentation is available for the Interset suite of products. Documentation for installation and configuration, product usage and administration is available. Documentation links will be provided once the client has been on boarded to Interset Support.

9. Interset Support – Software
To facilitate the distribution of software, including general releases, patches, and any upgrades of the Interset product as well as any dependency requirements, Interset Support maintains an online repository. This repository is located at A username and password is required to access the repository. This will be provided once customers have been on boarded to Interset Support. Additionally, this online repo can be used to mirror a local on site repo for installation purposes. The repo uses SSL, username and password and SHA 256 check sums to allow customers to be sure that they are getting authenticate Interset materials.

10. Interset Support – Additional Resources
To help provide self service information to customers, Interset Support maintains a repository of knowledge base issues online. The information contained here is searchable and is organized in to several areas of interest. The knowledge repository can Be accessed through the following URL:

11. Interset Support – The Value Add March 2017
THE WORLD’S SMARTEST ANALYTICS PLATFORM
Enabling innovative security teams to pinpoint true threats
Interset Support – The Value Add
March 2017

12. Interset Support – The Equation For Value!

13. Interset Support – Value Added Support
Following the installation and successful deployment of the solution, support moves to a role of ensuring that client issues are being addressed and that the value of the product is being made apparent to the customers. To ensure that the required levels of training, information exchange and product usage guidance are easily available to customers, immediately following the installation, a weekly meeting will be set up between the client team and the Interset Support team. In this first meeting, clients can expect information on how to engage support, how to escalate issues, and what online resources are available. Support staff will also discuss the agenda for subsequent weekly meetings. System checks, product roadmap, open issue discussion, enhancement requests are all items that are discussed on weekly basis. The support team will also let the client know of upcoming releases and patches and will advise on the applicability of these upgrades to the client environment. These meetings are designed to ensure that clients have regular contact with Interset and that all necessary steps are taken to provide a custom support experience leading to a high value experience.

14. Interset Support – Deliverables
In addition to the basic deliverables and experience provided to customers, Interset Support’s offering includes added interaction designed to make the experience with the product more valuable. This includes regular planned meetings to review open support tickets, advise on system usage and provide reporting to quantify the client’s usage of support. Following these meetings, a summary of call including status of open issues, discussion points, and any additional information requested to be supplied to client will be provided. This provides a record for all interactions between Interset Support and customers and helps to ensure that information is being provided and lot lost and that issues are progressed at a rate acceptable to the clients. Additionally, each quarter, a summary of interactions will be provided highlighting support case metrics as well as any additional information that was discussed or provided. This report will also contain references to any discussions that were conducted with resources outside the support team. This allows for tracking of client requests for product enhancements as well as product suggestions and usability questions.

15. Interset Support – Other Services
Providing a proactive, personalized level of service also involves additional work that can be provided based on specific customer needs and requirements. After understanding what is required by the client to unlock the potential of the Interset solution, Interset Support through, weekly meetings and interactions between the customer team and the Technical Relationship Manager, can develop and deliver many solutions that would benefit users. The possibilities of what Interset Support can assist with is only limited by what customers need. We will aim to assist and provide clients, within reason, what is needed to provide value.