Professional support

ArxSys offers professional support for DFF and Open Source Forensics technologies. Deploy, use and customize DFF confidently.

As DFF editor and distributor, ArxSys offers high quality corrective and consultative support, guaranteeing the availability of experts.

Support covers the correction of dysfunction which can be discovered while using the framework. It also allows you to benefit engineers advice to integrate new components into the architecture and share with a community of professionals and specialists.

Support Silver Gold Platinum
Duration 1 year
 1 year
 1 year
Identified contacts
 1 2 5
Credits
 10 25 100
Email / tickets
 Yes Yes Yes
Forum Yes Yes Yes
Phone support
 - Business hours Business hours
Consultative support
 -
 -
 Yes
On-site
 - - Yes
Training discounts - 10% 15%
Cost 1 000€ 2 500€ 10 000 €

 

Severity
 Minor
 Major
 Blocking
Acknowledgement 8 hours
 4 hours
 2 hours
Corrective solution
 5 days
 48 hours 24 hours
Consumed credits
 2
 4 8

 

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Definitions

  • Blocking : A production incident, seriously affecting the client system, or leading to the interruption or dysfunction of DFF.
  • Major : An incident is considered as major when DFF performances are significantly reduced. This situation seriously affects part of the operation and the client productivity.
  • Minor : A minor incident is a problem leading to low consequences, with the loss of non-strategic functionnalities. Some operations are affected but they do not stop DFF from functionning.

Supported architectures

  • Linux: (32 and 64 bits) Ubuntu (10.04, 10.10, 11.04, 11.10), Fedora 14, 15. 
  • Windows: (32 and 64 bits) XP, Vista, Seven.

Supported version

  • DFF 1.0
  • DFF 1.1.0
  • DFF 1.2.0

You can contact us for specific support needs.

Dedicated web portal

Our Web platform is a direct interface between you and ArxSys team. Incidents and questions are classified by priorities depending on their criticality. Then, they are oriented to experts who will solve them efficiently.

Online forum

Find answers to frequently asked questions and share information with digital forensics experts. Our team will answer all your questions concerning DFF best practices. You will also have the possibility to suggest new functionnalities and improvements which could be integrated in the next development cycles.

Consultative support

It is relative to questions about developments and deployments. We will provide you with technical recommendations, code reviews and performance tuning.

Phone support

It allows you to report your incidents and ask your questions directly by phone (hours and business days, Europe / Paris).

Guarantee of response time

The time response obeys to agreements called SLAs (Service Level Agreements), depending on your incident criticity. Nevertheless, our support teams are willing to answer your interrogations within a short period of time, often shorter than the period defined in the SLA. We assure you that your problem will be taken in account, and, as far as possible, answered with a first corrective solution to mimimize the impact.

On-site Health Check

A consultant, subject to availability, will travel to your site and review your deployment, working with you to address issues and examining opportunities for improvement. You are responsible for any travel-related expenses incurred.