Fortanix Customer Success

Fortanix Customer Success offers services support
for Fortanix products across customer lifecycle.

Overview

When it comes to cybersecurity there are millions of jobs unfulfilled, and this problem gets acute with encryption and key management as more specialized skills are required. Due to the serious shortage of skills and trained personnel, it is becoming increasingly hard for enterprises to derive the best value out of their newly acquired data security solutions and are struggling to deploy the right security processes. At the same time, there has been a continuous uptick in data breaches and time to resolve security incidents has been increasing. The data security challenge for enterprises has now compounded.

We understand these challenges faced by your enterprise. And that is why we have devised Fortanix Services to help our customers solve these challenges and create cyber resilience across the organization. Right from planning, deployment, and implementation (PDI) to offering ongoing optimization and support, we cover the entire customer lifecycle. Your business is of great value to us, and we are committed to providing you with the entire range of services to succeed in this project.

Fortanix Services Methodology

Services offered across customer lifecycle.

Step 1:

Planning, Deployment & Implementation

Planning, Design & Deployment Assistance

DSM Deployment service
Additional Cluster Deployment services

Implementation Assistance (specific use case implementation)

Custom professional service ― Transparent Database Encryption
Custom professional service ― Bring Your Own Key
Custom professional service ― Tokenization
Implementation and Integration services
Professional services (Integration or custom engineering)

Training Assistance

DSM Basic Training
Advanced Training

Step 2:

Operate

Support Program

Standard Support
Premium 24x7 support 1 year
Premium 24x7 support 3 years

Step 3:

Optimize

Technical Account Manager Assistance (TAM Service)

Technical Account Manager Enterprise
Technical Account Manager Professional
Technical Account Manager Essentials

Key Benefits

Training that helps your personnel become cybersecurity experts.

Includes knowledge transfer and As-Built documentation.

Optimize performance of your solution to its highest capability.

Get strategic view on new features, roadmap helping you adopt new technology faster.

Designed to provide proactive support. Assigned a designated pool of Customer Success Engineers.

Delivered by our experts reducing risk and faster time-to-value.

Best practice deployment and recommendations to mitigate risks, increase performance and maximize business value.

What we offer: Scope of services

1QUICKSTART PACKAGE

The package is designed to help customers get started with Fortanix Data Security Manager and get to understand the best practices, test, and validate the deployment.

As part of this package, a Fortanix Professional Services engineer will work with your team to plan, design, and implement Data Security Manager use cases, including:
Fortanix DSM Hardware or Virtual Appliance deployment up to 5 nodes
Cluster configuration
Fortanix DSM user onboarding
Foundational understanding of Fortanix DSM functions and navigation
Guidance on creating Fortanix DSM accounts, groups, policies, and role separation
External log integration (Supported external log integration services)
SSO authentication
Email Configuration

2IMPLEMENTATION SERVICE

Implementation service is a customized service designed to help our customers get started with Fortanix solution and get the required assistance for the following.

Requirements gathering/solution workshop, and assistance with implementation planning.
Recommendation for design architecture best practices.
Cluster Deployment & Configuration (up to 5 nodes for On-prem).
Test and Validation of the Deployment.
Provide As-built documentation with architectural diagrams, configuration, and test results.
Support customers on a specific use case and/or includes custom development.
Typical use cases include Transparent Database Encryption, Secrets Management, Tokenization, Code Signing etc.
Post deployment support for 2 weeks.
Includes Basic training.
Priced as per the deployment configuration, cluster nodes and additional use cases.
Implementation and Integration Services are offered at a daily rate.

3TRAINING PACKAGE

We equip your personnel with the skills and expertise required to manage the Fortanix platforms on a day-to-day basis and above all, train them to become cybersecurity experts. Package includes 1- day Basic and 2-day advanced training.

BASIC TRAINING

Introduction to Data Security Manager
Understand the different security objects, policy coverage and configurable options such as Single Sign-On and Syslog integration
Price as a fixed price

ADVANCED TRAINING

Concepts Integrator
Learn how DSM integrates with the entire encryption stack.
Hands-on labs on integrating with Cloud KMS and Cloud native technologies.
Learn how to integrate with database and other native technologies.
Advanced Administration and a lot more!

4FORTANIX SUPPORT PROGRAM

Fortanix Support Program provides our customers with 24/7 access to our support engineers, latest software updates, fixes, and new feature releases. This allows an organization’s data security framework to stay current and always be on guard against data breaches and malicious attacks.

STANDARD SUPPORT

All customers receive standard support as part of their subscription.
Business hours access to Fortanix Support (online case submission only)
Online support for defects and non-critical issues via our knowledge portal
Access to all software updates and patches via support portal
Included with software licenses.

PREMIUM SUPPORT

Support services are available 24 hours per day, 7 days per week.
Configuration assistance
Advanced hardware replacement
Priced based on sized of deployment, per node per year.

5TECHNICAL ACCOUNT MANAGER SERVICE(TAM)

The Technical Account Management service offering is designed to provide proactive support, so your organization is prepared to take full advantage of your investment in Fortanix and help you attain your long-term business and technology objectives. As part of this offering, you will be assigned a designated Technical Account Manager (TAM) who will be a Fortanix subject matter expert, advocate, and advisor.

The Technical Account Management services, activities, and deliverables include:

Single point of contact for all projects, issues, and escalations: Provides direct connections to expertise from product management, engineering, and services to help you succeed.
Holds regularly scheduled project progress and results reviews: providing operational status and key metrics to ensure activities are aligned with your stated business and technology objectives. Conducts Quarterly Business Reviews (QBRs)
Provides Best Practices to identify optimization opportunities and periodic comparison of your processes to known industry best practices from our product teams and years of experience.
Solution workshops that provide next steps and outcome-based plans for building new use cases and taking them live.
Quarterly product feature previews and training. TAM helps keep your team updated about what is coming up and trains your team to use new features and functionalities.

Technical Support Program

Customer Success Services

Fortanix Customer Success Services

Fortanix Support Program

Fortanix Customer Success

Overview