IA Support

• Maintenance support period of performance: 
  • For Subscription customers - beginning on the date of subscription shipment through the term of the subscription*
  • For Perpetual License customers - beginning on the date of license shipment for the initial term of annual maintenance agreement and subsequent renewals**
• Provide support for a product release for six (6) months after the shipment of the next major release, or until notification of its end of life
• Help install the product and troubleshoot operational issues (via telephone) 
• Replicate any problems to verify the causes of any suspected error in the product 
• Provide workarounds for identified and verified product errors or malfunctions 
• Every issue that is reported to Xacta Customer Support is assigned a "Priority" level, as described below.

* For Subscription Customers - Subscribers automatically receive the Annual Maintenance for the life of their subscription.
** For Perpetual License Customers - Annual maintenance must be purchased for the first year at the time of the initial order, and may be renewed in subsequent years.  Annual Maintenance must be purchased for each applicable software technology upgrades, such as Continuous Assessment and Process Enforcer.

High Device Count Voids Maintenance and Support.  The maximum number of  equipment components that should be selected for testing is 500 within a single project.  If more than 500 components are selected as “Test This Equipment”, Xacta retains the option to decline troubleshooting support for the project.   

Annual Maintenance: Xacta's Annual Maintenance includes the following features:

• Tier 1 (help desk) available around the clock (24x7). 
• Tier 2 (technical support) as required and escalated by Tier 1 support (available normal business hours, 8:30AM to 5:30PM EST, Monday through Friday except holidays) 
• Tier 3 (product development) as required and escalated by Tier 2 support (available normal business hours, 8:30AM to 5:30PM EST, Monday through Friday except holidays) 
• Support via telephone and Xacta Advisor (e-mail) 
• Product updates and maintenance releases 
• On-line support via Customer Support Center website: 
  • On-line product documentation 
  • On-line access to software and content downloads 
  • Access to other product resources such as FAQs, troubleshooting notes, and Xacta Tech Tips

Vulnerability Management Updates: The Vulnerability Management Update is an annual subscription that provides timely security information and capabilities that you need to maintain the highest security posture, including the following features:

• Vulnerability Alerts provide late-breaking threat intelligence
• HostInfo Executable/Agent updates scripts to collect the most recent data

Priority Level: All support requests are assigned a priority level. This priority level is based on the severity of the impact that the reported problem has in meeting the customer's business needs. The Customer Service Representative and the customer determine the priority level jointly based on the nature of the issue and urgency of the situation. The following table defines each priority level.

Ticket Priority Level

Xacta provides a full spectrum of learning opportunities that are centered around Xacta's solutions for Compliance and Assessment, Certification and Accreditation, Standards-based Risk Assessment, and Enterprise Risk Management. Whether your team needs a quick product overview or an in-depth, hands-on learning experience, Xacta offers a complete curriculum of instructor-led courses designed to get your staff up and running in a short period of time.

We conduct classes at our headquarters in Ashburn, Virginia, and we can also provide learning opportunities at your location. To view complete course descriptions and prerequisites, query the registrar for availability, and request on-site training courses, visit our IA Training page or e-mail training@xacta.com.

For pricing details on Xacta Maintenance, please contact your Xacta sales representative at 877.409.2282 or send an e-mail to sales@xacta.com.