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.
Premium Support
Premium support is available at an additional cost. It provides dedicated support to clients focused on more advanced use cases and functionality.
Premium Plus Support
Premium Plus support is available at an additional cost. It is designed to provide resources to clients dedicated to managing their Recorded Future deployment so they can focus their time on urgent incidents and deeper analysis.
| STANDARD | PREMIUM | PREMIUM PLUS | |
|
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
|
|||
|
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
|
|||
|
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
|
|||
|
Quarterly Intelligence Review (QIR): An assessment of client’s deployment, product adoption, and security outcomes along with product roadmap updates
|
|||
|
Alert monitoring: Managed alert monitoring and analysis for all Intelligence Goals Library alerts and up to 20 custom alerts in a client’s Recorded Future enterprise during business hours (9am-5pm ET in the US)
|
|||
|
Alert configuration and tuning: Regular requirements scoping, alert configuration, and collection tuning
|
|||
|
Best practices workshops: Up to eight days of best practices consulting with a threat intelligence expert
|