# 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)