INTEGRATION SUPPORT TIERS
An integration on the ThreatQ Marketplace will fall under one of three Support Tiers:
Integrations designated with a “ThreatQ Supported” badge are fully supported by ThreatQuotient’s Customer Support team. ThreatQuotient tries to ensure all integrations listed with this badge will work with the current version of ThreatQuotient software at the time of initial publishing. This applies for both Hosted instance and Non-Hosted instance customers.
ThreatQuotient does not provide support or maintenance for integrations or add-ons published by any party other than ThreatQuotient, including third-party developers.
Integrations designated with a “Developer Supported” badge will be supported and maintained by the developer who submitted the integration to the ThreatQ Marketplace. The developers contact information can be found on the integration’s download page within the Marketplace.
Customers are responsible for engaging directly with the developer of Developer-Supported apps and add-ons to ensure proper functionality and version compatibility with the applicable ThreatQuotient Software. If functional or compatibility issues that may arise are not resolved, customers may be required to uninstall the app or add-on from their ThreatQuotient environment in order for ThreatQuotient to fulfill support obligations.
For ThreatQuotient Hosted instance customers, the Service Level Commitment and Service Level Credit in the ThreatQuotient Service Level Schedule will not apply for any issues caused by Developer-Supported apps or add-ons.
ThreatQuotient reserves the right to remove the Developer-Supported classification of third-party apps and add-ons if the developer is not, in ThreatQuotient’s determination, fulfilling reasonable obligations for support and maintenance. For example, failure by the developer to update compatibility of an app or add-on within 90 days of the release of a new version of applicable ThreatQuotient Software will result in reclassification to Not-Supported.
Integrations designated with the “Not Supported” badge will not be supported by ThreatQuotient’s Customer Support team.
If an issue arises, customers are able to report it to ThreatQ’s Customer Support team, however, customers are solely responsible for ensuring proper functionality and version compatibility of Not-Supported apps and add-ons with the applicable ThreatQuotient software. If unresolvable functional or compatibility issues are encountered, customers may be required to uninstall the app or add-on from their ThreatQuotient environment in order for ThreatQuotient to fulfill support obligations.
For ThreatQuotient Hosted instance customers, the Service Level Commitment and Service Level Credit in the ThreatQuotient Service Level Schedule will not apply to issues caused by Not-Supported apps or add-ons.