Support

General Information

• What are Varonis support hours?

  Varonis offers support during the following hours:

  • Americas:
    • Monday-Friday, 09:00-21:00 EST
  • Europe, Middle East, Africa:
    • Monday-Friday, 09:00-21:00 CET
  • Asia Pacific:
    • Monday-Friday, 09:00-21:00 China Standard Time

• Observed US Holidays

  Support may be limited during the following major US holidays:

  • Christmas (Wednesday, December 25, 2019)
  • New Year’s Day (Wednesday, January 1, 2020)
  • President’s Day (Monday, February 17, 2020)
  • Memorial Day (Monday, May 25, 2020)
  • Independence Day (Observed) (Friday, July 3, 2020)
  • Labor Day (Monday, September 7, 2020)
  • Thanksgiving (Thursday, November 26 and Friday November 27, 2020)
  • Christmas (Friday, December 25, 2019)

• Observed EMEA Holidays

  Support may be limited during the following major EMEA holidays:

  • New Year’s Day (Wednesday January 1st, 2020)
  • Good Friday (Friday April 10th, 2020)
  • Easter Monday (Monday April 13nd, 2020)
  • Christmas (Friday December 25th, 2020)
  • St Stephens’s Day / Boxing Day (Monday December 28th, 2020)

• What is Software Maintenance?

  When purchasing support services it includes software maintenance and the following benefits:

  • Access to the Varonis Connect community and My Varonis portal.
  • Software updates, including support-assisted upgrades and access to hotfix patches.
  • Opening technical support cases.

  Software maintenance can be extended for a fee to ensure that these benefits remain uninterrupted.

• What kind of SLA does Varonis offer?

  You can find our standard SLA following this link.

• What is a "My Varonis" account?

  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.

• How can I get product training?

  Our services team offers custom instructor-led training programs are tailored to meet your team’s needs. Click here to request training.

  We also offer complimentary Office Hours led by a systems engineer which you can use to ask questions, build reports, or get training on a particular topic.

• Are there other ways to connect with Varonis users and team members?

  Yes, there are many opportunities for you to connect with other users and Varonis team members.

  Join our community to gain access to technical and how to documentation, ask questions to other Varonis users and Varonis team members, and share your knowledge.

• In what language is Support available?

  The Varonis Support team provides support in English only.

Opening A Case

• How do I open a case?

  Open a case through the portal or using our support line (see numbers at the top of the page).

  For more information about the portal, please refer to the How To Open a New Case with Support via Web Browser help article.

• What kind of information is helpful to provide when opening a case?

  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 Data Security Platform.

  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:

  • • General Information – details like the software version, the architecture and any related environmental information.
    • Scenario
      • For a technical issue: In case the issue occurs after some action is performed, describe the scenario as best as you can.
      • For an ‘how do I…’ question: Describe what you are attempting to accomplish.
    • Screenshots (if applicable) – Compliment the Scenario description with screenshots (before / after, error messages, screen the question is relevant to), it helps tremendously to understand the scenario, and bridges the gap of mismatching terminology.
    • Logs – Windows event logs, SQL logs, specific product logs (for example: DataPrivilege, DatAnywhere), network traffic captures and any other piece of data that relate to the issue.
    • Business Impact – description of the limitations that the issue presents to business users.

• When opening a case, what does the severity level mean?

  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.

  Severity levels:

  • Severity 1 – A down situation where core components of the software are non-operational and there is no known work-around.
  • Severity 2 – A major component of the software is not functioning and no work-around is available, but the software still supports core functionality.
  • Severity 3 – A minor component of the software is not functioning and any other case where a software feature is not operating as documented.

  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.

• Can the support team help me create reports?

  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 Submitting A Case

• What happens after I submit a case?

  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.

• What can I do if my case needs more attention?

  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.

• What happens if I report a bug?

  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.