Get quick response to your requests and proactive
advice from Bitdefender experts

Choose the premium support package that best fits your business requirements

Enterprise Premium Support

As organizations grow, their internal networks become more complex and the areas that must be protected by security solutions expand. Consequently the dangers that your security team must face each day grow. Bitdefender’s premium support services provide quick response to any attack, as well as proactive advice from our experts. As a result, your organization benefits from the optimal security configuration and maximum protection of security systems. You can choose the Silver ,Gold or Platinum Premium Enterprise Support packages, depending on the response times and the types of proactive services necessary for your organization.

Bitdefender Premium Support for your enterprise security

Benefits

Increased security for your organization

Bitdefender leverages machine learning across its entire portfolio. Scanning engine, HyperDetect, Sandbox Analyzer, Content Control, Global Protective Network are only a few examples of Bitdefender technology that makes use of machine learning. SEE MORE: Machine Learning Technical Brief

Efficient and prompt solutions for any security threat

Bitdefender Sandbox Analyzer provides pre-execution detection of advanced attacks by automatically sending files that require further analysis to cloud sandbox and taking remediation action based on the verdict. SEE MORE: Sandbox Analyzer Technical Brief

Quick response to your requests

Bitdefender Process Inspector is a behavior anomaly detection technology that provides protection against never-before-seen threats in the on-execution stage. SEE MORE: Process Inspector Technical Brief

Time-saving security solution administration

Bitdefender Process Inspector is a behavior anomaly detection technology that provides protection against never-before-seen threats in the on-execution stage. SEE MORE: Process Inspector Technical Brief

Minimal resources required for maximized infrastructure performance

Bitdefender HyperDetect contains machine learning models and stealth attack detection technology. It forms an additional layer of security, specifically designed to detect advanced attacks and suspicious activities in the pre-execution stage. SEE MORE: HyperDetect Technical Brief

Quick return on investment in the security solution

Many features work together to reduce the attack surface: Patch Management, Full Disk Encryption, Web Threat Protection, Firewall, Application & Device Control.

Enterprise Support Benefits

Bitdefender Enterprise - Silver Premium Support

The Premium Silver Support includes all Standard Support Package benefits and adds better response times, access to Customer portal, remote sessions, performance and feature optimization, routine health checks.

Bitdefender Enterprise - Gold Premium Support

The Premium Gold Support includes all Silver Support Package benefits and adds exceptional response times, increased number of remote sessions, product performance and feature optimization, routine health checks.

Bitdefender Enterprise - Platinum Premium Support

The Enterprise PLATINUM Premium Support program, extends Premium GOLD Support with a Technical Account Manager role, providing focused customer advocacy for organizations with unique or complex support requirements. TAM is a Bitdefender expert who is familiar with the customer’s environment, business objectives and deployment plans and coordinates all aspects of the technical customer interaction.

Features Bitdefender Enterprise - Silver Premium Support Bitdefender Enterprise - Gold Premium Support Bitdefender Enterprise - Platinum Premium Support
Support Help Center YES YES YES YES
Access to Bitdefender Community Forums YES YES YES YES
Chat Assistance (Cloud customers) YES YES YES YES
Web-Portal ticketing YES YES YES YES
Email Assistance YES PRIORITIZED DEDICATED NAMED
Phone Assistance YES PRIORITIZED DEDICATED NAMED
Availability 8 x 5 business hours 24/7 24/7 24/7
8 x 5 business hours (TAM)
Incident Assistance YES YES YES YES
Target Response Time for Severity 1 issues 4 hours Direct phone line Direct phone line Direct phone line
Target Response Time for Severity 2 issues 12 hours 8 hours 3 hours 3 hours
Target Response Time for Severity 3 and 4 issues 24 hours 12 hours 4 hours 4 hours
Premium Support benefits - SILVER Support GOLD Support PLATINUM Support
Access to Customer portal - YES YES YES
Malware submission - YES YES YES
Routine product health-checks - 1 x Sessions per year Remote 2 x Sessions per year Remote 2 x Sessions per year Remote
Custom GravityZone provision and management - 1 x Sessions per year Remote 2 x Sessions per year Remote 2 x Sessions per year Remote
Maintenance sessions - 2 x Sessions per year Remote 4 x Sessions per year Remote 4 x Sessions per year Remote
Access to a named Technical Account Manager (TAM) - - - YES
TAM benefits - Availability
Quarter alignment call - - - Remote
Direct support on technical issues - - - Remote
Handle escalated technical issues within Bitdefender (issues, FR) - - - Remote
Access to senior technical engineers - - - Remote
Product Architecture Assistance - - - Remote
Advanced assistance for malware outbreaks and access to Bitdefender - - - YES
Monthly review of open issues in support - - - YES
On-demand knowledge transfer - - - Remote
On-demand on-site visit - - - 1 per year
Prioritized feature requests process - - - YES
Ticket ownership Representatives/Engineers Representatives/Engineers/Sr. Engineers Representatives/Engineers/Sr. Engineers TAM

“Bitdefender offers top services. Quick response, good quality service and support at all times”

Michael M. Kristensen, Clipper

“We were very pleased to find Bitdefender GravityZone would deliver the security solution we needed with the management capabilities we desired. Additionally, the responsiveness of their professional services team ensured a seamless deployment”

Brian Alexander, Senior Cloud and Virtualization Architect for Mentor Graphics

“Bitdefender gave us very professional service and support”

Niklas Nikitin Karlstad University’s IT Security Coordinator

FAQ

Do you still have questions? Do you need help deciding which solution is right for you?
The Bitdefender Sales Team is happy to be of service. Call today.

Phone Number: 0374303031* (from Monday to Friday 09:00 - 18:00)
Or, use our international number: +40316204235* +40374303035* (from Monday to Sunday 24/7)