# Technical Support

## Levels of Technical Support Services

### Customer-Managed Software (on-prem)*

| Service Hours                     | Customer Support Portal Access | E-mail Support | Phone Support |
|-----------------------------------|-------------------------------|----------------|----------------|
| **Standard**                      | 8am to 6pm local time on work day | ✓              | ✓              | ✓              |
| **Enhanced**                      | 24x7x365                     | ✓              | ✓              | ✓              |
| **Premium**                       | 24x7x365                     | ✓              | ✓              | ✓              |

### Appliances – Hardware Replacement

| Products Eligible                 | Hardware Replacement – Appliance, non-FRU Components | Hardware Replacement – HDD | Hardware Replacement – FRU Components (Others) |
|-----------------------------------|------------------------------------------------------|--------------------------|--------------------------------------------------|
| **Standard**                      | Non-production hardware Appliances                   | Standard Hardware Replacement | Advanced Hardware Replacement | Standard Hardware Replacement |
| **Enhanced**                      | All hardware Appliances                               | Standard Hardware Replacement | Advanced Hardware Replacement | Standard Hardware Replacement |
| **Premium**                       | All hardware Appliances                               | Advanced Hardware Replacement | Advanced Hardware Replacement | Advanced Hardware Replacement |

* Does not impact support Infrastructure SLA  
** Only for the following models of Appliances: X2520, X4520, X6520, X8520, 10K2

## Contact information

Professional Services:
  [proserv-requests@imperva.com](mailto:proserv-requests@imperva.com)

Thales Cybersecurity Academy - CSP Technical Training:
  [dl.cdi.csp.ps.training@thalesgroup.com](mailto:dl.cdi.csp.ps.training@thalesgroup.com)

For all support phone numbers:
  [supportportal.thalesgroup.com](https://supportportal.thalesgroup.com/csm?id=kb_article_view&sys_kb_id=42fb71b4db1be200fe0aff3dbf96199f&sysparm_article=KB0013367)