You Have Incapsula… Now What?

How the Incapsula Support Team Can Help

Asaf Hotnik, Director of Support, EMEA

Who am I?

Asaf Hotnik

12 years in the cyber security world

7 years at Imperva Support

A day of problem solving is a day well

spent!

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Agenda

• Get to know us!

• How to gain more technical knowledge?

• How to contact Support?

• In case of emergency….

• Support: Enhanced and customized

• Q&A

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You Have Incapsula, Now What?

Get to Know the Support Team1

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Worldwide Product Support

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NOC SOC R&D

You Have Incapsula, Now What?

Knowledgebase Resources2

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Docs.incapsula.com

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Incapsula University

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Add a Website to the Incapsula Service

Support Home Page

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Status Page - http://status.incapsula.com

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You Have Incapsula, Now What?

Contacting Support3

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How to Contact Our Support Team

• Web - Submit a ticket through our Support Website:

https://support.incapsula.com

• Email - support@Incapsula.com

• Phone – 03-978-6970 [Enterprise only]

– Global numbers available

Imperva Incapsula Service Level Agreement

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Categorization Criteria

Level 1 - UrgentSevere business impact on, or downtime of, Client’s service to its customers, caused by a malfunction in the services

Level 2 - HighDegradation of a Client’s services to its customers, caused by a malfunction in the services; PI Outage

Level 3 - MediumOther error that does not prevent Client from providing service to its customers

Imperva Incapsula Service Level Agreement

Standard Support

Initial ResponseTime

Status UpdateIntervals

2 hours 2 hours

4 hours 1 business day

1 business day 4 business days

Premium Support/TAM

Initial ResponseTime

Status UpdateIntervals

30 minutes 2 hours

1 hours 1 business day

8 hours 4 business days

You Have Incapsula, Now What?

Emergency and Escalation Paths4

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In Case of Emergency or Escalation Request

• Call our support line

• Ask for an escalation to one of our Support Leads

• Support Escalations:

supportescalations@incapsula.com

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reserved. -17

You Have Incapsula, Now What?

Enhanced Support Programs5

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Enhanced Support Programs

• Specialized proactive support programs

– Managed Services

– Technical Account Manager

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reserved. -19

Managed Services

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TAM - What’s in it for you?

• TAM will act as your ambassador within Imperva Incapsula

• TAM will reduce onboarding time

• TAM will make sure your setup

is always in the best shape

You Have Incapsula, Now What?

Q&A6

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