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CUSTOMER SUPPORT
Operational Assurance Services
An overview of ExtraHop’s maintenance, education, and support services.
OVERVIEW
A Summary-Level Overview of the Tools and Services Available to ExtraHop Customers
The acquisition of ExtraHop RevealX marks the beginning of a strategic journey toward network resilience. RevealX is not merely a tool but a consolidated ecosystem that integrates network detection and response (NDR), network performance monitoring (NPM), packet forensics, and intrusion detection system (IDS) capabilities. Whether deployed via physical sensors for high-throughput data centers, virtual sensors for private clouds, or cloud-native sensors for AWS, Azure, and Google Cloud, the platform offers unified visibility into encrypted attacks and network performance anomalies from a single vantage point.
Realizing the full value of this investment requires a support structure adaptable to diverse operational maturities. From “Day 0” installation to “Day 2+” threat hunting and performance tuning, organizations ranging from lean security teams to complex global enterprises need varying levels of engagement. Some thrive on autonomy through self-service portals, while others require high-touch, strategic advocacy to accelerate operationalization. ExtraHop addresses these diverse needs through a service philosophy of “integrity in execution,” ensuring reliable support whether a user is troubleshooting a hardware anomaly or architecting an API integration.
CUSTOMER COMMUNITY
Share, Learn, Connect, and Discuss
The ExtraHop Customer Community is the digital center of the ExtraHop ecosystem, serving as a single, self-service destination for customers. It is a dynamic repository of operational wisdom, provided to all customers at no additional charge, designed to democratize knowledge and provide a robust self-service environment.
User Groups allow customers to segment into vertical-specific cohorts (e.g., healthcare, retail) for focused dialogue on unique industry challenges like HIPAA or PCI-DSS compliance.
The “Ask the Community” feature allows members to post questions and get product answers fast from both fellow members and domain experts.
The platform enables rapid sharing of best practices, such as innovative uses of the REST API for automation or custom triggers to detect novel threats, allowing the broader customer base to benefit from power-user ingenuity.
Education & Certification
A Platform’s Utility Depends on the Proficiency of its Operators
ExtraHop’s Education Services are structured on a Hybrid Model, offering both No-Charge self-directed learning and certification, alongside Purchased Instructor-Led Training (ILT) to cater to diverse organizational needs and learning preferences.
All RevealX subscriptions include access to the ExtraHop Learning Hub, a library of on-demand content designed for continuous learning.
Micro-Learning: Bytes and Megabytes: Content is structured for the modern professional: Bytes (1–5 min videos) for single, specific tasks, and Megabytes composed of curated collections of Bytes that form cohesive learning paths.
Specialized Libraries: Includes modules for advanced topics like Cloud Deployment (AWS, Azure, GCP) and a dedicated series on developing JavaScript Triggers.
Technical Support
Standard Technical Support
ExtraHop Technical Support serves as the critical safety net for reactive incident resolution, providing rapid, expert assistance for technical requests and software maintenance. Standard Support is included with the subscription/license, ensuring the RevealX platform remains operational and minimizing downtime.
Global “Follow-the-Sun” Coverage (24/5 Included)
Support is available 24 hours a day, along with weekend support for critical issues, at no additional charge.
Teams are strategically distributed across the United States, Asia Pacific (AsiaPac), and EMEA, ensuring continuous, fresh engineering coverage for all incoming cases.
Multi-Language Support
ExtraHop offers support in native languages across over 150 countries, including Spanish, German, French, Mandarin, Arabic, and Hindi, to ensure clear and accurate communication during high-stress scenarios.
Rigorous Methodologies and Standards
The support process adheres to industry best practices, utilizing ITIL (Information Technology Infrastructure Library methodologies and TSIA (Technology & Services Industry Association) standards.
Incoming cases are managed via Severity-Based Routing, immediately prioritizing critical (“Severity 1”) issues for the most seasoned engineers.
Comprehensive Maintenance and Diagnostics
Software Maintenance: Support Services cover the continuous maintenance of software, including the provision of software and firmware updates.
Hardware Diagnostics: For physical appliances, support engineers perform remote diagnostics, support iDRAC (Integrated Dell Remote Access Controller) for out-of-band management, and coordinate the RMA (Return Material Authorization) process for replacement parts.
Premier Technical Support
Purchased Service Options
ExtraHop Premier Support represents a premium, enhanced support offering to meet the needs of large-scale enterprises and organizations. It goes beyond standard support, as noted in the table, providing a more comprehensive, proactive approach to ensuring optimal performance and reliability of ExtraHop solutions.
| Feature/Benefit | Standard Support | Premier Support |
|---|---|---|
Feature/Benefit Hardware Support Triage (Pre-RMA) | Standard Support 48 hours | Premier Support 24 hours |
Feature/Benefit RMA Shipping | Standard Support 24-48 hours | Premier Support Next Business Day* |
Feature/Benefit Advanced Hardware Replacement | Standard Support NO | Premier Support YES |
Feature/Benefit Support Coverage | Standard Support 24/7** | Premier Support 24/7 |
Feature/Benefit Hardware Replacement Support Type (x300 series and above, excluding EDA 1370) | Standard Support Remote | Premier Support On-Site |
Feature/Benefit Priority Case Handling / Enhanced Response Time SLOs | Standard Support P1 = 1 hr; P2 = 4 hrs; 3 = 24 hrs; P4 = 24 hrs | Premier Support P1 = 30 min; P2 = 2 hrs; P3 = 4 hrs; P4 = 8 hrs |
Feature/Benefit Version Release Reviews | Standard Support NO | Premier Support YES |
Feature/Benefit Health Checks & Diagnostics | Standard Support NO | Premier Support YES |
Feature/Benefit Technical Account Coverage | Standard Support NO | Premier Support Assigned TAM |
Feature/Benefit Monthly Technical Mentoring Sessions | Standard Support NO | Premier Support YES |
Feature/Benefit Quarterly Instructor-Led Product Education | Standard Support NO | Premier Support YES |
*x300 Series Models and US Only. Locations outside the US may experience slightly longer shipping times due to local customs. **Support coverage for P1 cases is 24/7, but coverage for all other cases (P2, P3, and P4) is 24/5.
Assigned Technical Account Manager (Sr TSE)
The Assigned Technical Account Manager component of Premier Support provides a designated advocate within ExtraHop who understands your specific environment, business goals, and technical history.
Advocacy
Your Technical Account Manager acts as your internal champion for feature requests and prioritizes your support escalations.
Health Checks
Regular technical reviews to ensure your deployment remains healthy and optimized.
Firmware/Version Management
Coordination of versions and upgrades across your ExtraHop portfolio.
Strategic Initiatives
Partnership on complex, long-term security goals and architecture.
Weekly Technical Support Reviews
Proactive mentoring, education, and open case reviews to expedite resolutions and maximize platform value.
Product Management Access
Direct lines of communication to our product team to influence the engineering roadmap.
Professional Services
The Needs of Your Organization Change Over Time
Whether you are a new customer needing flawless implementation or a long-term partner tuning your system for an evolving network architecture or a changing threat landscape, our Professional Services team offers strategic guidance. These services are available for purchase to ensure you can integrate ExtraHop deeply into your security ecosystem, maximizing your ROI and bolstering your network resilience.
Professional Services Overview
ExtraHop and Partner Certified services proactively de-risk every lifecycle phase. They move beyond technical support, offering strategic operationalization delivered by veteran security architects and network engineers with deep, specialized knowledge of the RevealX platform.
Implementation Services
Implementation Services begin with detailed scoping and configuration for full visibility in complex environments. We specialize in robust integrations with your existing security ecosystem (including SIEM, SOAR, and EDR) to automate critical response workflows, such as quarantining a compromised host, which dramatically accelerates time-to-value. Training options are also available.
QuickStarts and Health Checks
QuickStarts and Health Checks are targeted engagements for existing deployments. Threat Hunting pairs your team with experts to proactively identify threats and transfer practical hunting skills. Health Checks assess critical assets to ensure your configuration remains optimized and prevent security posture “drift” by verifying trigger logic, system performance, and compliance.
Managed Detection and Response (mNDR)
We partner with leading firms to offer a fully managed, 24/7/365 network detection and response service. It provides outsourced threat monitoring, alert triage, and response actions, leveraging ExtraHop’s power without requiring a full internal Security Operations Center (SOC).
Resident Expert Program
For customers with highly dynamic or complex environments, the Resident Expert Program provides on-staff expertise.
Dedicated Resource
A dedicated or partially dedicated solutions architect works as an extension of your team.
Deep Integration
An expert is assigned based on a customer’s strategic needs. Common use cases include custom API coding, complex dashboard creation, and custom integrations.
Operational Focus
They proactively hunt for threats, tune detection rules to minimize noise, and ensure your team extracts the maximum value from the platform daily.
HARDWARE SUPPORT
Hardware Maintenance and Warranty
ExtraHop RevealX can be deployed via physical, virtual, or cloud-native sensors. For physical appliances, ExtraHop provides a comprehensive structure of hardware assurance to protect your investment throughout the operational lifecycle. Hardware Maintenance requires an active software subscription.
Evaluation Hardware: Units provided for a Proof of Concept are offered “AS IS.” They must be returned within 10 business days of the evaluation’s conclusion.
Standard Warranty (Purchased Units): All purchased units include a one (1) year warranty against defects in material and workmanship.