Support Plans

All SecretHub subscriptions include SecretHub Standard Support. You can contact SecretHub Standard Support through email 8x5 and we’ll aim to respond within 4 business hours (CET) for urgent severity issues and 8 business hours (CET) for high severity issues.

For Governance and Enterprise plans, Premium Support add-ons are available. In addition to all benefits of SecretHub Standard Support, Premium Support offers:

  • Faster responses, 24x7

    Emergencies don’t wait for business hours. Get help from our always-available support team when you need it most, by phone or email, response time guaranteed by a Service Level Agreement (SLA).

  • An on-call engineer

    Receiving “OK, we’ve received your support request” from a support representative simply won’t help you resolve your issue. You’ll get a meaningful first response from the on-call engineer.

  • A personal touch

    Save time explaining your situation. Get a named technical support manager who knows the ins and outs of your account and checks in with you regularly.

  • Extra administrative help

    Whether you’re migrating secrets or considering a redesign of your architecture, schedule four service hours of one-on-one administrative help every month.

SecretHub Premium Support plans

There are two SecretHub Premium Support plans: Gold and Platinum.

  Standard Gold Platinum
       
Plan coverage Included with
all subscriptions
Available with
Governance and Enterprise
Available with
Enterprise
       
Hours of operation 8x5
24x5
24x7
       
Initial response times < 4 business hours (CET) for Urgent
< 8 business hours (CET) for High
< 1 hour for Urgent

< 4 hours for High

< 1 hour for Urgent

< 4 hours for High

       
SLA   Yes Yes
       
Service Level Credits   Yes Yes
       
Support channels Email



Email
Phone
Chat available upon request

Email
Phone
Chat available upon request
Screen share for critical issues
       
Resources Shared support team



On-call engineer
Priority ticket handling
Shared support team

On-call engineer
Priority ticket handling
Named technical support manager
       
Scheduled checks   Annual health check and reporting

Bi-annual health check and reporting
Bi-annual account reviews
       
Administration assistance     4 hours per month
       

Signing up for SecretHub Premium Support

To sign up for SecretHub Premium Support or upgrade your plan, you can contact our support management team or call +31 (0)15 202 4 202.

Hours of operation

Depending on your support plan, SecretHub will provide support during the hours specified below:

            Standard           Gold           Platinum
                                     
Sev1 and Sev2           CET/CEST
business hours
          24 hours per day
on business days
          24x7x365
                                     
Sev3 and Sev4           CET/CEST
business hours
          CET/CEST
business hours
          CET/CEST
business hours
                                     

SecretHub is based mostly in the Netherlands, so business hours are between 9:00-17:00 CET/CEST, Monday to Friday, except national holidays in the Netherlands.

SecretHub Premium Support observes the Dutch holidays specified below, although our global support team is available to answer urgent and high priority tickets:

Holiday           Date observed in 2020
New Year’s Day           January 1
First Easter Day           April 12
Second Easter Day           April 13
King’s Day           April 27
Liberation Day           May 5
Ascension Day           May 21
First Pentecost Day           May 31
Second Pentecost Day           June 1
First Christmas Day           December 25
Second Christmas Day           December 26

Service Level Agreement response times

For tickets you submit, support is available within the hours of operation of your support plan. The initial response time guaranteed by the SLA is dependent on the severity level of the incident (1 hour for Urgent and 4 hours for High priority incidents). Response time is defined as the time it takes for a qualified team member to acknowledge the issue and begin to diagnose the problem. A response does not mean the issue has been resolved.

Assigning a priority to an incident

SecretHub Support sets the priority of incident tickets and has the sole discretion to modify the priority. Incident tickets can have one of four priorities: Urgent, High, Normal, or Low.

Priority           Description
             
Urgent (Sev 1)           This priority is the highest and receives first attention.
Urgent priority tickets include critical system failure and potential security vulnerabilities.
             
High (Sev 2)           This priority indicates incidents that impact business operations.
High priority tickets break your ability to provision secrets to production systems.
             
Normal (Sev 3)           This priority indicates technical requests including bug reports for non-critical parts of the
product, account recovery, user flagged as spam or user login issues.
             
Low (Sev 4)           This priority indicates non-technical requests. Low priority tickets include:
- General how-to questions and feature requests
- Help with specific features
- Excessive resource usage
- Purchase requests
- Training requests
- Health checks

Scope of support

If your support request is outside of the scope of what our team can help you with, we may recommend next steps to resolve your issue outside of SecretHub Support. Your support request is possibly out of SecretHub Support’s scope if it’s primarily about:

  • Third party integrations
  • Hardware setup
  • Writing scripts
  • Configuration of external authentication systems

If you’re uncertain if the issue is out of scope, submit a ticket and we’re happy to help you determine the best way to proceed.

Contacting SecretHub Premium Support

In case of emergencies (Sev1 and Sev2 issues), SecretHub Premium Support customers can report issues by sending an email to the emergency support email address, which will page the on-call engineer. Note that these emails must be sent from an email address with the domain name associated with your Premium Support subscription. You can also call the emergency phone number displayed on your invoice.

For Sev3 and Sev4 issues, you can contact support@secrethub.io

If you page the on-call engineer and we deem your issue to be less than Sev2 (High) more than three times per year, you may be blocked from reaching out to the emergency contact addresses.

When you submit a support ticket or call the support phone number, please try to provide at least the following minimum details:

  • Product version
  • Platform, including cloud provider and operating system
  • A description of the issue, containing at least three things:
    • Encountered behavior
    • Expected behavior
    • Steps to reproduce the issue
  • All relevant configuration (e.g. environment variables). Make sure to redact any sensitive information, especially your credentials and secrets
  • Relevant logs, output, or URLs

Resolving and closing issues

For issues that can be solved, SecretHub Premium Support may provide a resolution in the form of an explanation, recommendation, usage instructions, workaround instructions, or by advising you of an available release that addresses the issue.

If you use a custom or unsupported plug-in, module, or custom code, SecretHub Premium Support may ask you to remove the unsupported plug-in, module, or code while attempting to resolve the issue. If the problem is fixed when the unsupported plug-in, module, or custom code is removed, SecretHub Premium Support may consider the issue resolved.

SecretHub Premium Support may close issues if they’re outside the scope of support or if multiple attempts to contact you have gone unanswered. If an incident is closed due to lack of response, you can request that it be reopened.

If you feel like a particular case was not handled correctly, don’t hesitate to contact us: we aim to please.

Support Service Credits

If you don’t receive an initial response within the guaranteed response time to more than four incidents in a SecretHub fiscal quarter (i.e. January 1 through March 31 and every three-month period thereafter), you’re eligible for a Support Service Credit. Upon request, SecretHub will grant a Support Service Credit of 10% of the quarterly SecretHub Premium Support fee, which will be applied against the Customer’s next bill.

To receive the service credit, your account Owner or Billing Manager must submit a credit request by sending an email to supportcredits@secrethub.io. The email must:

  • Be sent from an email address associated with your account Owner or Billing Manager.
  • Be received by SecretHub by the end of the 30th day after the quarter in which the four qualifying incidents occurred.
  • Include “Credit Request” in the subject line.
  • Include the following information in the message:
    • Date of submission
    • Customer contact (You must specify both name and email address.)
    • Customer address
    • Name of SecretHub organization
    • At least four qualifying incidents with date and ticket number

After being granted a Support Service Credit, it will be automatically applied to Customer’s next bill.

Support Service Credits are not refunds, cannot be exchanged into a cash amount, are capped at a maximum of 30 days of paid service, require you to have paid any outstanding invoices and expire upon termination of your customer contract. Support Service Credits are the sole and exclusive remedy for any failure by SecretHub to meet its obligations under the SLA.

Professional services

SecretHub offers additional professional services. These include on-site training, workshops, webinars, on-site/air-gapped installation, certification and compliance assistance. For more information, please contact sales@secrethub.io.

Updates

As our business evolves, we may change the terms of SecretHub Premium Support. Existing customers will be notified of any adjustments 30 days in advance. You can review the most current version of the terms at any time by visiting this page.