ACSIA Help Center

Policies & SLA - Support-SLA-V6.3

Nadia Riccardi
Nadia Riccardi
  • Updated


Dectar Support and Service Level Agreement

Dectar subscriptions allow customers to download and deploy ACSIA XDR Plus or to use in SaaS offering ACSIA CRA, both tested and certified Cybersecurity software. It also provides guidance, stability, and security to confidently deploy our products in the most critical and data-sensitive environments 

With Dectar subscriptions, there are no license or upgrade fees and Dectar does not charge additional maintenance fees, per-incident support fees, or user access fees.

Customers get access to all supported software versions, bug fixes, proactive security updates, and documentation. We also provide access to our network of

Cybersecurity Support Engineers and Consultants who work collaboratively with partner support engineers to provide expert local support for our customers. 

What does a Dectar Subscription provide? 

An active Dectar subscription provides everything needed to run your ACSIA cybersecurity product reliably and securely while providing access to a community of security experts, knowledge resources, updates, and support tools – as summarised below. 

Ongoing delivery 

  • Access to the latest Product Patches 
  • Prompt Bug fixes 
  • Product Updates and Feature enhancements 
  • Upgrades to the latest product version 

Technical support 

  • Full support level agreement 
  • Unlimited ACSIA-related issues 
  • Specialty-based routing 

Commitments 

  • Product Feedback Channel to Engineering 
  • Software certifications 
  • Cloud Provider certifications 
  • Software Assurance 

Expertise 

  • Security Response Team (*) 
  • Access to Documentation 
  • Access Labs 
  • Training Curriculum (*) 

*Additional charges apply 

Service Level Agreement 

Hours of cover and response times 

Hours of coverage 

9am to 6pm UTC/GMT +2

Email Support Channel 

support@acsia.io

Customer/Partner Portal

https://support.dectar.com

Number of cases 

Unlimited

Response times 

Initial and ongoing response

Severity Level 1 

1 business hour

Severity Level 2 

4 business hours

Severity Level 3 

1 business day

Severity Level 4 

2 business day

 

Support Severity Levels 

Severity 1 (urgent) 

A problem that severely impacts your use of the software in a production environment (such as loss of production data or in which your production systems are not functioning). The situation halts your business operations, and no procedural workaround exists. 

Severity 2 (high) 

A problem where the software is functioning but your use in a production environment is severely reduced. The situation is causing a high impact on portions of your business operations, and no procedural workaround exists. 

Severity 3 (medium) 

A problem that involves partial, non-critical loss of use of the software in a production environment or development environment. For production environments, there is a medium-to-low impact on your business, but your business continues to function, including by using a procedural workaround. For development environments, where the situation is causing your project to no longer continue or migrate into production. 

Severity 4 (low) 

A general usage question, reporting of a documentation error, or recommendation for a future product enhancement or modification. For production environments, there is a low-to-no impact on your business or the performance or functionality of your system. For development environments, there is a medium-to-low impact on your business, but your business continues to function, including by using a procedural workaround. 

 

What SLAs are provided for CRA and XDR SaaS services?

Both platforms can be hosted at European data centers provided by Amazon AWS or Microsoft Azure with an annual availability SLA of 98%. The data, therefore, resides in databases located within the European territory.

 

What additional services are offered, and how are they provided?

Our priority is to ensure maximum efficiency and security in monitoring and managing client events. We provide the client with ACSIA XDR Plus in a SaaS mode, to which we associate active monitoring services through an additional payment in two main modes:

  • Monitoring and Detection Standard (8x5)
  • Monitoring and Detection Extended (12x6)

Based on the detections made by ACSIA XDR Plus, various actions are carried out as described below.

Service Offered: Monitoring and Detection Standard (8x5)

Service Details

  • Monitoring Hours: Monday to Friday, from 9:00 AM to 6:00 PM (excluding holidays on the Italian timezone).
  • Remediation Responsibility: Client's responsibility.

Event Classification and SLA

Critical Event

  • SLA (Total Response Time - TTR): 8 working hours.
  • Offered Intervention:
    • 24/7 Alert from ACSIA on the preferred channel (email or Slack).
    • Human support during office hours; immediate contact in case of serious events.
    • Machine isolation, if necessary, in agreement with the client.
    • Provision of basic guidelines for problem resolution.

High Severity Event

  • SLA (TTR): 16 working hours.
  • Offered Intervention:
    • Event investigation.
    • Autonomous decision on minor actions (e.g., banning a malicious IP), with a report at the end of the month.
    • If necessary, contact and assistance to the client with basic resolution guidelines is provided.

Medium Severity Event

  • SLA (TTR): 24 working hours.
  • Offered Intervention:
    • Similar to high-severity events.

Low Severity Event

  • SLA (TTR): 48 working hours.
  • Offered Intervention:
    • Similar to medium and high-severity events.

Client Communication

  • Standard Mode: via email.
  • In Case of Critical Events: the possibility of telephone contact.

Reporting

  • Provision of a comprehensive monthly report in the first week of each month based on information detected by XDR and possibly by CRA (if the client also has this license).

Service Offered: Monitoring and Detection Extended (12x6)

Service Details

  • Monitoring Hours: Monday to Saturday, from 8:00 AM to 8:00 PM (excluding holidays in the Italian timezone).
  • Remediation Responsibility: Client's responsibility.

Event Classification and SLA

    • This service's event classification and SLAs are identical to those of the Monitoring and Detection Standard (8x5) service.

Client Communication

  • Standard Mode: via email.
  • In Case of Critical Events: the possibility of telephone contact.

Reporting

    • Provision of a comprehensive monthly report in the first week of each month based on information detected by XDR and possibly by CRA (if the client also has this license).

 

What does a Dectar subscription need to provide?

Support any customization made to the base product, including local scripts or
bespoke tools.

 

How do I Open a Support Case? 

If you are an existing customer/partner, log in with your credentials in our support portal: https://support.dectar.com.
Once logged in, you can quickly raise a support request by filling out the presented form. 

Using our Portal is the preferred method to raise a ticket and the fastest way for our Support to answer your queries. 

If you are a new customer/partner or if you have issues accessing the Portal, you can send an email to support@acsia.io or to support@dectar.com providing the following details: 

  • Your name 
  • Your email address 
  • Your contact phone number 
  • Company Name & Address 
  • Your questions 

In case you are reaching out to our Support due to a technical issue, please include all the necessary details as follows: 

  1. A detailed description of the issue 
  2. Where a problem occurs during a procedure, please detail the stage at which the issue arises 
  3. All associated ACSIA logs 
  4. Any available Screenshots 
  5. The version of the client and server used 

We will log and triage all support cases and assign a severity level based on the information provided. All support cases will be quickly responded to within the Services Level Agreement. 

Where can I download a copy of the ACSIA XDR Plus? 

Customers can download the latest version of ACSIA XDR Plus with valid subscriptions by contacting support@acsia.io and requesting a copy of the latest product version. If you are not a current Dectar customer, please contact sales@dectar.com or a local partner and request an ACSIA XDR Plus evaluation copy. 

 

How can I use a copy of the ACSIA Product? 

Customers can use the latest version of ACSIA CRA directly from its website https://cra.acsia.io with a valid subscription. If you are not a current Dectar customer, don't hesitate to contact sales@Dectar.com or a local partner and request an ACSIA CRA license. 


Where do I access Dectar Documentation

All our documentation can be found in our support portal at:

https://support.dectar.com/hc/en-us