Support Tiers

• Tier 1 (automated support)

  • On-demand support provided via video training, Trava community, and monthly demos of the product

  • 72 hour best-effort response time during business hours (Monday-Friday 9AM to 5PM Eastern time) for non-technical questions

• Basic

  • Business hours (Monday-Friday 9AM to 5PM Eastern time) email and live chat support

  • 8-hour response time for email support during business hours

  • Support provided for all scan types (limited to questions)

• Advanced

  • Business hours (Monday-Friday 9AM to 5PM Eastern time) email and live chat priority support (front of queue)

  • 2-hour response time for email support during business hours

  • Concierge scan support and configuration

  • Account monitoring for scan failures or issues

Support Definitions -

• On-demand support. Self-guided learning about the Trava platform via video training, the Trava community, and monthly demos of the product. Does not include 1:1 training.
• Concierge scan support and configuration. Advanced Package includes 1:1 support and configuration time. We will walk you through setting up each individual scan in the Trava platform and also assist with finding the necessary targets for the scans.
• Account Monitoring. Advanced package includes account monitoring - we will monitor for scan failures, extreme changes in vulnerability scan scores, and other items that may need to be brought to your attention.