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:
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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).
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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.
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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.
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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 |
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| 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 |
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| Sev3 and Sev4 | CET/CEST business hours |
CET/CEST business hours |
CET/CEST business hours |
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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. |
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| High (Sev 2) | This priority indicates incidents that impact business operations. High priority tickets break your ability to provision secrets to production systems. |
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| 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. |
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| 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.
