Customer Support

Support Levels

Carbon Black provides multiple levels of support so customers can choose the level that best fits their environmental needs and business requirements.

Feature Standard Premium Platinum Platinum +
Support Availability

8am -8pm (based on Geo)

24×7 24×7 24×7
Unlimited cases
Phone, email, and customer portal support
Access to knowledgebase
Access to User eXchange community
Named support engineer
Customized service level objectives

Support availability is based on the geographic region of a Customer’s headquarters:

Americas

8:00 a.m. to 8:00 p.m.,
Monday through Friday, ET

Europe

8:00 a.m. to 8:00 p.m.,
Monday through Friday, GMT

Middle East

8:00 a.m. to 8:00 p.m.,
Sunday through Thursday, GMT +4

Asia Pacific

8:00 a.m. to 8:00 p.m.,
Monday through Friday, GMT +8

Customer Support

Scope

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:

  • Access or additional user requests (knowledgebase, User eXchange, support portal)
  • Installation or upgrade issues
  • Specific usage/installation questions for documented functions
  • Product compatibility and interoperability questions
  • Technical references to publications
  • Assistance with interpreting publications or documentation
  • Providing available configuration samples
  • Planning information for software fixes
  • Analyzing agent performance

Carbon Black Support is not structured to address everything. The following are examples of technical questions that are out of scope:

  • Writing, troubleshooting, or customizing rules/API Interfaces/feeds
  • Answering extensive configuration questions
  • Recovering a database or providing database recovery
  • Consulting or implementation services
  • Upgrade oversight outside of Carbon Black standard hours

Most of these situations require some form of Carbon Black Professional Services. For information about these services, please contact your Carbon Black Account Representative.

Accessing Support

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 support@carbonblack.com.

For up to date phone numbers and international numbers, please see the Contact page.

Responsive Objectives

Support Hours

Americas

8:00 a.m. to 8:00 p.m.,
Monday through Friday, ET

Europe

8:00 a.m. to 8:00 p.m.,
Monday through Friday, GMT

Middle East

8:00 a.m. to 8:00 p.m.,
Sunday through Thursday, GMT +4

Asia Pacific

8:00 a.m. to 8:00 p.m.,
Monday through Friday, GMT +8

Severity Response Goal Response Goal Response Goal Response Goal

Standard
Monday-Friday
8am -8pm

Premium
24 x 7 x 365
Platinum
24 x 7 x 365
Platinum+
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

Support Hours

After Hours

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.

Support Hours

Holidays

Carbon Black observes all US Federal Holidays. While Carbon Black Support is available, we are not fully staffed on Federal Holidays.