SearchInform DLP:

Data loss prevention

Technical Support

SearchInform warrants that during 1 calendar year from the date of purchasing, your purchased software SearchInform DLP (hereinafter – Product) shall perform in conformity with the functional and technical parameters specified in the License Agreement and software documentation provided you adhere to it. Performance with insignificant deviations from what is specified in documentation is not considered a defect.

During this term, warranty service of the Product is provided free of charge in the volume equivalent to the one specified below in relation to technical support.

The warranty obligations shall not be valid, if the Product is not used in conformity to the rules and requirements stipulated in the License Agreement and software documentation, including unauthorized modification of the Product.

Technical Support Provision Terms

Upon expiry of 1 year, technical support is provided on a paid basis by means of acquiring technical support activation codes or based on a concluded service contract.

With respect to users, the Product technical support implies the following:

  • Right to use new Product versions.
  • Technical assistance for the Product.

The Product users can avail of the software technical support Deployment and Technical Support departments.

If your company has been assigned such an engineer,  you can contact him or her directly or you can contact one of the departments depending on the question you have:

Deployment department

Contact details:

+7 495 7218406

+7 499 7030457 extension number 152

Addressed issues

  • Consultation on operation of client applications of the Product.
  • Consultation on issues of captured data analysis.
  • Consultation on issues of configuring security policies.
  • Providing information on new versions.
  • Consultation on new versions operation.
  • Tasks assigning and work planning with engineer of technical support department in case of problems with the Product.
  • Expert’s visit providing an issue can not be solved remotely.

Technical Support department

Contact details:

+7 495 7218406

+7 499 7030457 extension number 125

e-mail: support@searchinform.ru

Addressed issues

  • Product installation assistance.
  • Consultation on configuring and operating control consoles of the Product.
  • Providing new versions by sending download links by e-mail.
  • Updates assistance.
  • Assistance in case of problems in the Product work.
  • Expert’s visit providing an issue can not be solved remotely.

Please note!

When contacting SearchInform specialists, please, provide your first and last name, as well as the name of the specialist assigned to your company. If you have no specialist assigned to you yet, please, indicate in the message the following:

  1. Your technical support activation code (if purchased).
  2. Your organization name.
  3. Contact details.

Technical support queries are processed as they arrive and according to the severity of the problem:

  • Urgent problems (the system is down, faults that lead to system inoperability or significant decrease of performance) – 1 working day from the day the query was received;
  • Problems related to use of Product – 2 working days from the day of the query receipt;
  • Errors detected in the process of Product operation –  within 5 working days from the date of the application receipt. The period of error elimination may be extended upon mutual agreement of the Parties considering the complexity of the problem.

Technical support is provided on business days from 9 a.m. till 6 p.m. (GMT+3).