VisibleThread onsite deployment support
[UPDATED - Feb 2015]
Support and maintenance plan
For on-premise OR private cloud customers, there are normally between 1 and 2 new releases of VisibleThread a year. Each release consists of updates to the VisibleThread application than runs on the Virtual Appliance.
Critical security updates and patches
We monitor updates to the underlying Ubuntu OS on a quarterly basis, and issue OS update advisory notices if required. There is a yearly maintenance fee required to receive these updates.
If there are specific components that you do want to upgrade, we can work with you to determine whether these can be supported. This will be on a case by case basis. Here is the approach; we certify a full appliance by running all functional and non-functional tests in our test environment. Our Q/A team therefore certifies specific patch updates in conjunction with you.
Note: We cannot support customers who independently upgrade internal components, as we have no way to verify the working software in our internal test environments.
We run in house vulnerability and penetration tests on the Virtual Appliance before we release it and as part of our test harness. We are happy to provide reports on these tests on request.
We provide a helpdesk function to the users of VisibleThread. Our support team can be reached at email@example.com, or users can browse to our online support portal at http://support.visiblethread.com to post questions or browse support articles. Our support team are also happy to talk user through any issues on a phone call or over a webex conference.