Last updated January 18th, 2017
Varonis offers multiple support options to help you better see and understand your data. Listed below are a series of common questions and answers about how the Varonis support team handles your cases, what maintenance means to you, and the other resources that will be available for you so that you can make the most of your Varonis experience.
Varonis offers support during the following hours:
Support may be limited during the following major US holidays:
(dates are updated for 2017)
When purchasing support services it includes software maintenance and the following benefits:
Software maintenance can be extended for a fee to ensure that these benefits remain uninterrupted.
You can find our standard SLA following this link.
A My Varonis account gives you access to our Varonis Connect Community, support site, partner portal, and more with a single account. To create an account, click here.
You can submit an idea for a new feature in one of the two following ways:
Yes, there are many opportunities for you to connect to other users and Varonis team members.
You may also register to a complimentary hour with a Varonis expert via our Office Hours service.
Varonis Support team provides support only in English.
For more information about the portal or opening a case via email, refer to the How To Open a New Case with Support via Web Browser and How To Open a New Case with Support via email articles.
Will you request to upgrade?
If so, please follow instructions in the Connect KB article named What to Check When Planning to Upgrade the Varonis IDU Suite.
Do you have a ‘how do I do….’ type of question or a technical issue?
Depending on the nature of your issue, the following details could be useful for the support team to better understand and help resolve your issue:
When opening a case through the portal, you are asked to select the severity level. The support team will use the severity level and other supporting information in your case to assign a priority to your case. Listed below are the severity levels that you can choose from.
If you believe that the support team has not prioritized your case correctly, you can let the support team know by responding to your case (via email or through the portal) and provide more details about your situation.
The support team can help answer general How-To questions about the reports and help utilizing additional resources to make the most of your Varonis experience.
However, if you need a consultation or you would like to work through multiple concerns with an individual Varonis contact, Varonis recommends that you contact your local sales team or register for our complimentary Office Hours service.
After you submit a case, the support team will perform a detailed review of your case, determine the appropriate severity level, and send you a response. The initial response you will receive may include one of the following: a solution to your issue, a request for more information or a request to schedule a remote session.
If circumstances around your case change and you believe it needs more attention from the support team, you can respond to the email that you have received from the support team or go to your case in the portal and request an update.
When requesting an update, include details, such as new factors, concerns about a deadline, etc.
If you report a bug and the support team has been able to fully reproduce it, the engineering team will investigate the feasibility of a fix. Based on the severity of the problem the engineering team will deliver a patch or integrate a solution into a future maintenance release.