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Customer Support

Exceptional support for exceptional customers

Share, learn, connect, and discuss with
like-minded peers.

Overview

A frictionless experience for all things ExtraHop

Once you are deployed, your investment will be protected by our World-Class Customer Success Team, anchored by Success Managers, Technical Support Engineers, and Education Consultants who are all passionate about serving our customers

Join hundreds of companies worldwide.

Share, Learn, Connect

Customer Community

Extrahop Security’s World-Class Customer Community is the single place customers go to access “all things ExtraHop”, helping you improve your knowledge and utilization of the product.

ExtraHop Customer Community

What to expect

Industry peer collaboration

Real-time knowledge sharing

Customer self-service

Join vertical-specific user groups; chat with your peers, ideate on new product features/functionality; or share best practices on the use of ExtraHop
  • Post questions. Get answers FAST

  • Share ExtraHop best practices with industry colleagues

  • Manage all of your cases in one dashboard
Access hundreds of validated product knowledge articles; read release notes and documentation; search previous posts; or post product questions and answers
  • Access hundreds of knowledge articles, training courses, and technical documents.

  • Stay up to date with the latest news, feature announcements, threat briefings, security statements, and more.

  • Climb the leaderboard and become most-knowledgeable in a particular domain.
Our World-Class Customer Community enables and empowers our customers to solve issues themselves and to solve those issues quickly. Our customers are often able to solve challenges simply by typing into the search bar
  • Download the latest firmware.

  • Access release notes and bundles.

  • Verify cloud uptime status in realtime.

Maximize your Investment

Technical Support

Extrahop Security’s Technical Support experts help you resolve issues fast and to keep your environment operating safely and efficiently.

ExtraHop Technical Support

What to expect

Global Support Team

We deploy a “Follow-the-sun” coverage model with technical experts strategically located in the U.S., AsiaPac, and EMEA

Case Prioritization & Escalation Mgt

We leverage TSIA Best Practices & ITIL Methodologies. Cases are routed to experienced Technical Support Engineers and managed based on Severity Level

24/7 Coverage

We don’t charge our customers more for 24/7 coverage. From our ‘always on’ customer community to proactive software updates & support packs, to accessing a support Engineer during a critical situation, we are here to support you when you need us

"The platform, features, and reporting capabilities are top notch. Support and customization is fantastic"

VP, Information Security in the Media

Accelerate time to value

Build expertise faster with use-case-specific training

Maximize platform value

Obtain knowledge to leverage advanced capabilities and optimize your system

Prepare and develop teams

Ensure readiness and support professional advancement with certifications

Ensure Your Success

Education Services

Whether your organization just implemented Reveal(x) or you’ve been using it for some time, one easy and affordable way to maximize the value you receive is through training and certification.

  • Live training
  • On-demand training
  • Certification
ExtraHop Education Services

Models to match any learning style

Instructor-Led

Purchased with service credits

  • ExtraHop training on your live implementation
  • Virtual and on-site delivery options
  • Top-quality instruction from product and domain experts

Self-Directed

Included in Reveal(x) subscription

  • On-demand courses to fit your schedule
  • Bite-sized video content for time-crunched analysts
  • Available stand-alone and within curated learning paths

A Ladder to Excellence

Earn technical certifications on ExtraHop modules and use cases at no additional cost.

  • Engage in discussions with a community of 
certified peers
  • Showcase your knowledge by sharing earned certifications on LinkedIn
ExtraHop Certified

Case studies

ExtraHop Ulta Beauty case study

ULTA Beauty Securely Scales High-Growth e-Commerce Operation in the Cloud with ExtraHop

  • Unified visibility across work streams as well as security and network teams
  • Reduced false positive alerts for more efficient security operations
  • Accelerated migration of production work streams to Google Cloud

Exceptional support for
exceptional customers