To ensure customers optimize the ongoing value of their IT security investment in AppGate products, our support team is on hand to provide advice and assistance to resolve any technical issues that may arise.
Customer Support Requests
Customers can submit support requests in accordance with their Support and Maintenance contracts.
Security announcements, new release, and end-of-life notifications
Periodically, AppGate may make announcements or post notifications in the Knowledge Portal’s release notes regarding our products.
Professional Services
There are a number of areas where Professional Services can help integration into the customer environment:
Scripting external calls from Policies and Conditions
Help writing complex script for advanced Policies and Conditions including the use of external calls.
Any scripting done by the customer is not supported under SLA.
Any scripting done during POC (by pre-sales or others) is not supported under SLA.
Any Professional Services delivered scripts are supported only if mutually agreed, clearly documented and added to any SLA.
Using API
Help writing script calls to the documented APIs.
Only documented REST API calls are supported under SLA.
The use of any undocumented REST API calls is not supported under SLA.
Scripts running outside of the AppGate ZTNA environment are not supported under SLA.
NOTE
AppGate reserves the right to change any of the REST API calls when a new version of AppGate ZTNA is released. Where any changes are made, the documentation will be updated accordingly.
Modifying IPTables
It is likely that any changes to IPTables will be minor and done as part of the installation/commissioning of the AppGate ZTNA system. However Professional Services can help where complex changes/set-ups are required due to the topology of the customer environment.
Consulting & training engagements
AppGate undertakes specific consulting engagements, training and extra support services to help kick-start projects and ensure they stay on track as your business evolves and security threats change.