SaltMiner Support and Policy Offerings

Support Tiers

• Tier One support shall consist of assisting the customer in understanding and utilizing the Product and Product features.
• Tier Two support shall consist of troubleshooting and assisting the customer with misconfigured environments, expired certificates, configuring system storage and other set up issues. SLO is 24 hours to respond.
• Tier Three support consists of identifying Product bugs, the Product not operating as designed, or troubleshooting issues without a known cause.

All tiers of support address the generally available features of the Product and any customization in place for the End User. Support does not include enhancement requests or creation of customization for End Users.

Support Offerings

♦Defined Service Level Objective (SLO): less than 8 business hours for initial response.
** 8 AM – 5PM, Monday through Friday, Central Time excluding holidays
◊ No Defined SLO, Saltworks will make a best effort to provide support

Community Support 

Free Community Support is included for all users. Users may contact Saltworks through email at support@saltworks.io or through the portal at support.saltminer.io. The severity of the request determines the response and resolution time. Online support and product documentation are available within the Saltworks web portal at saltminer.io/docs. Saltworks will respond within standard business hours **.   

Standard Support

Standard Support is included for all customers. The Customer will provide a list of authorized users who may contact Saltworks for support. The Customer receives all the features of Standard Support in addition to the following:

• Onboarding Support:
  • API integration with source systems,
  • Integration of application inventories
    • Provides an overview of the integration tools and the API
    • Guidance for integrating SaltMiner into the Customer environment
    • Integration is a cooperative effort with Customer
  • Initial Training
    • Live Walk‐thru – One (1) hour session of applications section, dashboard section, report section, administration section, training section, support section (how to videos, documentation, on‐line chat)
    • Training session will be recorded and shared
    • Additional live training sessions can be purchased
  • Scheduled Zoom Support Calls
    • Authorized users in the support system can attend scheduled calls where Customer can call in with questions.

Premium Support (SKU: SMPREM)

The Premium Support service is available for optional purchase. The Customer receives all the features of Standard Support in addition to the following:

• Named Account Support Engineer (NASE):
  • Responds to alerts, check logs weekly
  • Provides a monthly system report
• Client Principal: a shared resource available during standard business hours who will:
  • Conduct SaltMiner program kickoff, milestone and goal planning
  • Manage service requests, such as support and maintenance services or issues from request-to-resolution
  • Assist the Customer AppSec team with leveraging SaltMiner in their organization,
  • Share current AppSec best practices
    • Conduct periodic check‐in calls with the Customer AppSec team
      • Four (4) check‐in calls can be held during the first four (4) weeks of roll-out (one per week).
      • Check‐in calls after initial roll-out can be held once per month.
      • Calls will include review of scanning activity, reporting, and provide best practice guidance

Note: Saltworks will require two individual login accounts or a single general-purpose account to access customer systems