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What support and security policies do you have in place?

VisibleThread onsite deployment support

[UPDATED - OCT 2018]

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

With each release of VisibleThread we provide a Virtual Appliance that is fully patched with all available security patches installed.

Existing customers have two options for installing the new release:

  1. Update the VisibleThread application on their existing deployment
  2. Take a new VisibleThread appliance that is fully patched and updated with the latest software, and migrate their existing data to the new appliance 

 

Customer managed patching

We support customers who prefer to run their own security updates. This allows customer manage their own patching program. Please see the article here for details.

Security scans 

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.

Support Desk

We provide a helpdesk function to the users of VisibleThread. Our support team can be reached at support@visiblethread.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 GoTo meeting conference.

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