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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.
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.
What to expect
Industry peer collaboration
Real-time knowledge sharing
Customer self-service
Product Influence
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.
- Verify cloud uptime status in realtime.
Listening to our Customers is an important aspect of our Product Roadmap Planning Cycles
- Enter your Product Ideas through our Feature Request Page.
- Vote & Collaborate on Existing Product Features.
- Track Implemented Features in our latest releases.
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.
What to expect
Global 24/7 Support Team
We deploy a “Follow-the-sun” coverage model with technical experts strategically located in the U.S., AsiaPac, and EMEA
We do not charge our customers for 24/7 Support. Our Global Team is always ready to serve you M-F, including weekend coverage for critical issues.
Case Prioritization, Escalation Management, and Hardware Assistance
We adhere to the highest standards by leveraging TSIA Best Practices and ITIL Methodologies. Our cases are efficiently routed to seasoned Technical Support Engineers and managed based on severity level. We offer comprehensive hardware troubleshooting and diagnostics, along with seamless coordination of RMAs.
Multi-Language Support
Whether you speak Spanish, German, French, Mandarin, Arabic, Hindi, or some other language, our customers have the ability to interact with technical support in their native language. Our team supports languages in over 150 countries.
“"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 RevealX 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
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
Case studies
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