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Overview

For Armor Complete and Armor Anywhere users, Q1 will be an exciting time at Armor. 

Please review the following frequently asked questions to learn about the changes taking place to Armor's products. 


Updated Service (Support) Offerings

This section applies to Armor Complete and Armor Anywhere users.

In short, what will change? To provide better service and customized support, Armor has revamped the entire support process by offering three levels of service, Basic, Advanced, and Enterprise.

Service LevelTarget User TypeAdditional Information
BasicFor smaller organizations with security and compliance needs but on a tighter budget.Basic Support is included at no extra charge, providing robust monitoring, SOC and ticketing support 24/7/365.
Advanced

For larger companies who want dedicated support, guidance and advocacy but don’t require 24/7 attention.

Most new Armor clients choose Advanced.

Advanced Support clients get all of the advantages of Basic Support plus are assigned a Customer Experience Manager, and have access to Armor resources by phone during normal business hours.

Named Customer Experience Manager (CXM)
Customer Experience Managers operate as a central point of contact to manage the quality, efficiency and delivery of Armor services throughout the client’s relationship with Armor. CXMs ensure close collaboration and integration between Armor and client teams and processes across the life-cycle of their engagement. CXMs are measured by their ability to maintain high client satisfaction and loyalty ratings with their assigned clients.

EnterpriseFor large-scale organizations seeking dedicated Customer Experience Manager support and round-the-clock access to Armor team resources. Includes Quarterly Executive Business Reviews. 

Armor Enterprise Support clients receive all of the advantages of Advanced Support plus get 24/7/365 access to Armor resources by phone as well as receive quarterly Executive Business Reviews.


Architecture Analysis and Guidance
Armor will coordinate working sessions with clients to review, create and update network diagrams, as well as system and application information to better support the environment.


Executive Business Review
Delivered quarterly, the Executive Business Review is an interactive discussion of recent client projects, and security and service delivery metrics. The review includes a briefing on Armor’s current roadmap.


Which level of support am I enrolled in? In a separate email, you will be notified regarding your assigned service level. You will receive this email by the end of January 2019. 

When will the billing process be updated? After March 2019, you will see your bill updated based on your assigned service level. 

Can I switch to another service level in the middle of a billing cycle? No. While you can notify Armor about switching to another service level, you will remain in the original service level until the end of the billing cycle. The switch will take place on the first day of the new billing cycle. 

Does Armor provide free and basic support? Yes. Basic service is available to users who are not assigned to the Advanced or Enterprise services.  

What are the differences between each service level? Review the following table to under the differences between each service level. 


Basic

Advanced

Enterprise

PricingIncluded, no additional costMonthly charge of $995Monthly charge of $10,500 or 10% of client MRR (whichever is higher)
Self-Service Support

Basic

AdvancedEnterprise
Full product documentation and support/troubleshooting guides are available 24/7/365 to users at the Armor Knowledge Base.YesYesYes
Included Infrastructure Management (For Armor Complete Only)*BasicAdvancedEnterprise

VM Configuration and Deployment

YesYesYes
Addition/Removal of Services Including Backup and DR ConfigurationYesYesYes
24/7 Server Monitoring YesYesYes
Troubleshooting YesYesYes
Patching SupportYesYesYes
OS Support YesYesYes
Network Configuration Support YesYesYes
Architecture Analysis and Guidance NoNoYes
API ServicesBasicAdvancedEnterprise
API Services Access Full access, unlimited useFull access, unlimited useFull access, unlimited use
Coverage and Engagement ProfileBasicAdvancedEnterprise
Security Operations Center24/7/36524/7/36524/7/365
Ticket Support24/7/36524/7/36524/7/365

Ticketing/Incidents

Unlimited Tickets or Open IncidentsUnlimited Tickets or Open IncidentsUnlimited Tickets or Open Incidents
Phone SupportNot Applicable8am-5pm CST & GMT, M-F

Round-the-Clock Coverage 

24/7/365

Response SLO48 hoursNot Applicable Not Applicable
Expanded Service ExcellenceBasicAdvancedEnterprise
Customer Experience ManagerNot Applicable Named Customer Experience Manager Named Customer Experience Manager 
Business ReviewsNot Applicable Not Applicable Quarterly Executive Business Reviews (EBR) 
Response SLABasicAdvancedEnterprise
Ticket HandlingNot ApplicablePriority ticket handling.  
6 hours for acknowledgement during coverage hours.
Priority ticket handling.  
30 minutes for acknowledgement. 
Service Credit EligibilityNot ApplicableUp to 3% credit on support service for impacted month. Request for credit must be made in writing (via ticket) within 72 hours of incident.Up to 5% credit on support service for impacted month. Request for credit must be in writing (via ticket) within 120 hours of incident.
Incident InvestigationEach incident includes 2 free hours of investigation.Each incident includes 2 free hours of investigation.Each incident includes 2 free hours of investigation.

*Infrastructure Management pertains to Armor Complete solutions only



Updated Vulnerability Scanning

This section applies to Armor Complete users.

In short, what will change? Vulnerability scanning will be automatically added to all virtual machines. 

Will vulnerability scanning be added to newly created machines and already-existing virtual machines? Vulnerability scanning will be added to all virtual machines, regardless of when they were created. 

How do I know if my virtual machine contains vulnerability scanning? In the Armor Management Portal (AMP), you can view the Vulnerability Scanning screen to verify that your hosts contain vulnerability scanning. You can also use this screen to view the status of a scan. To learn more, see Vulnerability Scanning


Updated Snapshot Services

This section applies to Armor Complete users.

In short, what will change? Armor will be discontinuing the Snapshot Service offering, effective March 1, 2019. 

Why is Armor discontinuing the Snapshot Service? This service was originally created to support Armor’s Security Operations team in forensics investigations. In reality, this service was not a true backup solution for users. As a result, Armor launched the Advanced Backup add-on product exclusively for end users. 

What will happen to old snapshots? As snapshots were only meant to be used for deeper forensics investigations, any data stored in the snapshots will be deleted. This action will not impact your environment or virtual machines.  Data will be managed in accordance to Armor's compliance policies. 

Will Armor replace this service? Yes. For several months, Armor has partnered with Rubrik to offer the Advanced Backup add-on product. You can use this add-on product to take backups of your virtual machines. (These backups are also known as a snapshot.) In the event of data loss, you can use these snapshots to restore your virtual machine to a previous state. These snapshots will be stored with Armor, based on the retention configurations you create in the backup policy. This add-on product is available to users who use the Dallas (DFW01) and Phoenix (PHX01) data centers. To learn more, see Advanced BackupFor all other data centers, you can use the Backup and Recovery add-on product form R1Soft. To learn more, see Backup & Recovery.

Is the Advanced Backup add-on product compatible with Zerto? Currently, the Advanced Backup service is not compatible with Zerto; however, Armor is working with Zerto to deliver compatibility in the near future. 


New Ticketing Platform

This section applies to Armor Complete and Armor Anywhere users.

In short, what has changed? Later in this quarter, Armor will offer a more robust ticketing service. This update will allow you to configure which users can receive and interact with specific tickets. Additionally, through Armor's email notification feature, you will receive less but more useful notifications. 

How long will tickets be retained? Armor will maintain a ticket history of 13 months. You can request this data to be pulled from Armor before February 2020.

When will this feature release? Incremental updates have already taken place; however, more user-focused changes will take place in February 2019. 


New Audit Trail

This section applies to Armor Complete and Armor Anywhere users.

In short, what has changed? Armor has introduced a new screen that records and displays every change made to your account. In the Armor Management Portal (AMP), in the Activity screen of the Account section, you can review and download a full history of every account interaction, including the user who made the change. 

To learn more, see Account Activity





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