Support

Fortra's Agari Technical Support provides for an enhanced level of support, with online case submission and tracking.

Fortra's Agari Technical Support includes:

• Online case submission, tracking, and knowledge base access through the Fortra Support Portal.

• 24x7 Critical Issue (P1) Phone Support with one (1) hour response goal.

• Ability to view or signup for service updates on the Fortra's Service Status Page.

Accessing Support

To access Fortra's Agari Technical Support:

• For Critical Issues (P1) where urgent assistance is required, call our toll-free telephone number: (855) 682-1708

• For all other issues, send an email to support.agari@fortra.com or submit a case through the Fortra Support Portal.

Technical Support Response Times

Priority Level	Response Time	Definition
1	1 hour	Priority 1 means an existing environment is down or there is a critical impact to a customer’s business operation.
2	4 hours	Priority 2 means operation of an existing environment is severely degraded or business operation are negatively impacted by unacceptable product performance.
3	1 business day	Priority 3 means operational performance of the environment is impaired, although most business operations remain functional.
4	Next business day	Priority 4 means information is required on Fortra's Cloud Email Protection, DMARC Protection, and Agari Phishing Response product capabilities, installation, or configuration.