Carbon Black provides multiple levels of support so customers can choose the level that best fits their environmental needs and business requirements.
8am -8pm (based on Geo)
|Phone, email, and customer portal support||✔||✔||✔||✔|
|Access to knowledgebase||✔||✔||✔||✔|
|Access to User eXchange community||✔||✔||✔||✔|
|Named support engineer||✔||✔|
|Customized service level objectives||✔|
Your support and maintenance contract entitles you to obtain assistance from Carbon Black for product specific, task-oriented questions regarding the installation and operation of the Carbon Black Security Platform. While providing answers to your technical questions, we may refer you to our product documentation, knowledge base in the User eXchange, or we may be able to provide a direct answer to assist you in the following areas:
Short duration problems involving:
Carbon Black Support is not structured to address everything. The following are examples of technical questions that are out of scope:
Most of these situations require some form of Carbon Black Professional Services. For information about these services, please contact your Carbon Black Account Representative.
In order to protect client security, we require that any person who is working with Carbon Black Support to have a Customer Portal account. Primary and secondary contacts on an account can request portal access for their peers. They will also be contacted for approval if a new user requests access.
The preferred method for submitting cases is via the Carbon Black Customer Portal. As mentioned above, you will need to have your login information available prior to submitting a case. If you do not have portal access, or are unable to access the Customer Portal, you can send an email to firstname.lastname@example.org.
For up to date phone numbers and international numbers, please see the Contact page.
|Severity||Response Goal||Response Goal||Response Goal||Response Goal|
24 x 7 x 365
24 x 7 x 365
24 x 7 x 365
|Critical||2 Business Hours||2 Business Hours||1 Business Hours||Custom|
|Major||4 Business Hours||4 Business Hours||2 Business Hours||Custom|
|Minor||8 Business Hours||8 Business Hours||4 Business Hours||Custom|
|Request||16 Business Hours||16 Business Hours||8 Business Hours||Custom|
After hours support is only available to Premium and Platinum support level customers. If you purchase either Premium or Platinum support, you are eligible for support 24×7. During this time, if you open a case, a Support Engineer will follow-up with you within the response goals listed above based on severity of the case. In order to expedite the follow-up, please be sure to provide 24×7 contact information via the case.
Carbon Black observes all US Federal Holidays. While Carbon Black Support is available, we are not fully staffed on Federal Holidays.