Standard Support
Standard support is included with your Recorded Future license. It provides all of the tools, knowledge, and resources needed to implement the platform and achieve immediate and ongoing value.
Integration Support
Integration support is available at an additional cost. It provides an annual Architecture design review and annual Integration Engineering support.
Premium Support
Premium support is available at an additional cost. It provides dedicated support to clients focused on more advanced use cases and functionality.
| STANDARD | INTEGRATION | PREMIUM | |
|
Recorded Future University online access: Unlimited access to online learning materials tailored to your specific license and integrations
|
|||
|
Technical support: 24/7/365 access to web, email, and phone support to report issues. (Resolution time depends on complexity of issue)
|
|||
|
Onboarding program: In-product and Intelligence Services team resources to ensure successful adoption of licensed products and services
|
|||
|
Automated reporting: Usage metrics on license, integration, and Analyst-on-Demand credit consumption delivered at the end of every month
|
|||
|
Annual architecture and integrations configuration support and review: A scoping session to establish best-practice workflows and maximum value for Recorded Future intelligence across client security technologies
|
|||
|
Remote assistance with installation or upgrade of the purchased integration
|
|||
|
Remote Assistance with basic configuration settings based on the capability of the integration
|
|||
|
Remote annual health check of integration to ensure proper operation and communicate best practices
|
|||
|
Dedicated Intelligence Services consultant: Dedicated member of Recorded Future’s Intelligence Services team proactively engages with your organization to enable measurable security outcomes and successful overall deployment
|
|||
|
Quarterly Intelligence Review (QIR): An assessment of client’s deployment, product adoption, and security outcomes along with product roadmap updates
|