Understanding the service scope of the Support packages?

Mlytics provides informational support to ALL users, which includes online knowledge-based materials, and a support team that can provide supplemental answers to questions about the Mlytics platform, its features, user account, and billing matters.

However, Mlytics can provide further support to its users through one of these support packages, namely:

  • Gold (Support 8x5)
  • Platinum (Support 24x7)
  • DDoS Mitigation

In this article, we will lay down the details of the scope of each support package.

Gold (Support 8x5)

When a user purchases Gold Support, users can avail of these services:

  • Operational support - The support team will assist the user to troubleshoot problems in the implementation and operation of the Service and Service features.
  • Configuration and deployment support - The Security Operation Center (SOC) team will, with the user’s permission, select Origin Shield regions and place countermeasures for simulated attacks on the user’s behalf.
  • Resource management support - The SOC team will, with the user’s permission,  help the user to expand their resource/s.
  • Immediate response support - Users can use the Live Chat from the Platform’s Help button, and the SOC team will respond within 15 minutes.
  • 8x5 support - The SOC team will ensure availability during Taipei standard working hours (“9AM to 6PM excluding 12NN-1PM”) every working days (“Monday to Friday”).

Platinum (Support 24x7)

When a user purchases Gold Support, users can avail of all these services:

  • Operational support - The support team will assist the user to troubleshoot problems in the implementation and operation of the Service and Service features.
  • Configuration and deployment support - The Security Operation Center (SOC) team will, with the user’s permission, select Origin Shield regions and place countermeasures for simulated attacks on the user’s behalf.
  • Resource management support - The SOC team will, with the user’s permission,  help the user to expand their resource/s.
  • Immediate response support - Users can use the Live Chat from the Platform’s Help button, and the SOC team will respond within 15 minutes.
  • 7x24 support - The SOC team will ensure availability all day (“24 hours”) every day (“7 days a week”). 

DDoS Mitigation

When a user purchases the DDoS mitigation, users can avail of all the services included in the Platinum Support, plus:

  • Immediate attack response support - The SOC team will inform the user within 15 minutes after the attack has been detected, and will triage the incident, identify the root cause, and with the user’s permission, apply the mitigation on behalf of the user.
  • Emergency onboarding support - if the user’s website is under attack, the SOC team will, with the user’s permission, help the user onboard the attacked website and configure it to mitigate the attack.
  • Special attack mitigation support - The SOC team will assist users to mitigate DDoS attacks that might be unique to the user’s application.
  • Incident response summary support - The SOC team will provide the mitigation and defense summary. This will also include how to communicate and escalate an attack to the user’s staff and Mlytics. The SOC team will provide the summary 24-48 hours after the attack has been confirmed ended. 

Support Limitation

Support cannot provide the following:

  • Support does not include code development or debugging of the user’s website(s) or software.
  • Support does not include troubleshooting user’s website(s) or software when it is under attack.

Definitions

An "Attack" is a request/s intended to cause unwanted or error responses to the origin sites configured in Mlytics Platform. Mlytics will capture and analyze suspected and/or actual Attack traffic to improve and protect its services.

Click this link to learn how to avail of the Support packages.