Support Service Plan
Maintenance services are an essential component of keeping your security products operating optimally.MONITORAPP provides ongoing software updates, such as web security vulnerability updates
and performance improvements, and replacement and repair services for hardware defects to customers
who purchase our products.
We also perform preventive checks to minimize the likelihood of failure in advance,
and are responsible for prompt recovery and follow-up in the event of an actual failure.
MONITORAPP Maintenance Services
We provide maintenance services free of charge for one year from the date of purchase, and for approximately four years thereafter in the form of a paid contract.
(Total 5 years of guaranteed maintenance from the date of purchase)
MONITORAPP Maintenance Services Plan
MONITORAPP operates two different maintenance service policies. During the free maintenance period, we provide Essential Carepack level services, and after the free period ends, we provide both Essential Carepack and Professional Carepack services in the form of paid contracts.
[Essential Carepack]
| Service Classification | Service Content | ||
|---|---|---|---|
| Product-Related | Update S/W |
Bug Patches | · Provide remedial patches when bugs are found in your product. |
| Upgrade (Minor Version) |
· We provide minor version upgrades when we improve the functionality of the product. | ||
| Update Patterns | · Provides pattern updates when the latest web security vulnerabilities are discovered. | ||
| H/W RMA | · We provide repair and replacement services in case of H/W breakage or defects. | ||
| Technical Support | Preventive Maintenance | · Perform preventive checks to determine whether the product is operating normally and minimize the possibility of failure in advance. · Upon completion of preventive checks, submit a report on the results of the checks, including the presence or absence of abnormalities by check item. |
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| Failover Support | · Act quickly upon receipt of a failure to determine the cause and proceed with recovery. · Upon completion of failover, take measures to prevent recurrence and submit reports on failover results. |
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| Support Hours | · Service support hours : In principle, support is available during business hours. (weekdays * 8 hours / weekends and holidays excluded) · Failover time : We aim to start within 6 hours of receiving a failure and recover within 12 hours. |
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| Training Support | Operator Training | · Support operator training required to operate the product. (once per year) | |
[Professional Carepack]
| Service Classification | Service Content | ||
|---|---|---|---|
| AILabs | · AILabs is a cloud-based threat intelligence platform developed and operated by MONITORAPP. · Big data analytics analyzes tons of threat information, including threats that are not yet known, and integrates/updates each security product. |
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| WSPC | · AIONCLOUD Website Security Posture Check (WSPC) is a security solution that detects malware through regular website scans. · Use the Malicious URL Detection (MUD) engine to detect and analyze malware and diagnose exploits as source and destination. |
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