• Products
    • Products

      • Governance Suite Combine all Spirion products to build a proactive privacy and security posture.
      • Sensitive Data Platform Scan, classify, remediate using SaaS solution
      • Sensitive Data Finder Automate Subject Rights Request processing
      • Sensitive Data Watcher Actively monitor and understand your data
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      • Sensitive Data Manager Scan, classify, remediate using on-premise solution
    • Learn more

      • Sensitive Data Governance Framework Our framework outlines key stages of readiness to safeguard sensitive data and sustain compliance.
      • Spirion Data Risk Assessment If you don’t know where your sensitive data is located or where it is stored, you’re at risk for a data breach.
      • Platforms Interrogated
      • Integrated Solutions Explore how Spirion connects with other security apps and tools.
      • Spirion Marketplace Integrate with other security tools and check out resources that enhance your data protection program.
    • Sensitive data needs one clear protector.

      Discover. Protect. Comply. Spirion has all your sensitive data needs covered.
      See Governance Suite
  • Solutions
    • Industry Solutions

      • eCommerce
      • Finance
      • Healthcare
      • Higher Education
      • Manufacturing
      • Public Sector
      • Telecommunications
    • Security & Privacy Use Cases

      • DISCOVER: Sensitive data-at-rest is data-at-risk
      • CLASSIFY: Unify data governance efforts with context-rich classification
      • UNDERSTAND: Prioritize your data protection efforts with a DRA
      • CONTROL: Reduce the risk and cost of a data breach
      • COMPLY: Accelerate PCI-DSS compliance
      • COMPLY: Safeguard PII data to pass GLBA audits
    • Compliance

      • Overview
      • GDPR
      • CCPA
      • CMMC
      • CPRA
      • GLBA
      • HIPAA
      • The New York SHIELD Act
      • PCI DSS
      • Other
    • Cloud, servers, endpoints - wherever sensitive data lives, Spirion protects it.

      Everywhere is our territory.
  • Resources
    • Insights

      • Blog
      • Case Studies, White Papers, & Research
      • Podcast
      • Upcoming Events
    • Core Expertise

      • How to take a data-centric approach to security
      • What are cyber insurance requirements?
      • What is data lifecycle management?
      • What is data loss prevention?
      • What is a data risk assessment?
      • What is a data breach and how can it be prevented?
      • What is endpoint security?
      • What is a sensitive data governance framework?
    • Core Capabilities

      • Data Discovery Software Tools: Capabilities and Benefits
      • What is sensitive data discovery?
      • What is semantic data discovery?
      • What is data classification?
      • What is data remediation?
    • Cloud, servers, endpoints - wherever sensitive data lives, Spirion protects it.

      Everywhere is our territory.
  • Partners
  • Support
    • Support

    • Customer Success
    • Professional Services
    • Technical Support
    • Service Level Addendum (SLA)
    • Customer Support Policy
  • Company
    • Company

    • About Us
    • Become a Partner
    • Careers
    • Newsroom
    • Our approach
    • Privacy at Spirion
    • 15 Year Anniversary
  • Search
  • Customer Portal
  • Contact
Watch demo now
Watch demo now
  • Products
    • Governance Suite
    • Sensitive Data Platform
    • Sensitive Data Finder
    • Sensitive Data Manager
    • Sensitive Data Watcher
    • Learn more
      • Sensitive Data Governance Framework
      • Spirion Data Risk Assessment
      • Platforms Interrogated
      • Integrated Solutions
      • Spirion Marketplace
  • Solutions
    • Industry Solutions
      • eCommerce
      • Finance
      • Healthcare
      • Higher Education
      • Manufacturing
      • Public Sector
      • Telecommunications
    • Security Use Cases
      • DISCOVER: Sensitive data-at-rest is data-at-risk
      • CLASSIFY: Unify data governance efforts with context-rich classification
      • UNDERSTAND: Prioritize your data protection efforts with a DRA
      • CONTROL: Reduce the risk and cost of a data breach
      • COMPLY: Accelerate PCI-DSS compliance
      • COMPLY: Safeguard PII data to pass GLBA audits
    • Compliance
      • Overview
      • GDPR
      • CCPA
      • CMMC
      • CPRA
      • GLBA
      • HIPPA
      • The New York SHIELD Act
      • PCI DSS
      • Other
  • Resources
    • Insights
      • Blog
      • Case Studies, White Papers, & Research
      • Podcast
      • Upcoming Events
    • Core Expertise
      • How to take a data-centric approach to security
      • What are cyber insurance requirements?
      • What is data lifecycle management
      • What is data loss prevention?
      • What is a data risk assessment?
      • What is a data breach and how can it be prevented?
      • What is endpoint security?
      • What is a sensitive data governance framework?
    • Core Capabilities
      • Data Discovery Software Tools: Capabilities and Benefits
      • What is sensitive data discovery?
      • What is semantic data discovery?
      • What is data classification?
      • What is data remediation?
  • Partners
  • Support
    • Customer Success
    • Professional Services
    • Technical Support
    • Service Level Addendum (SLA)
    • Customer Support Policy
  • Company
    • About Us
    • Become a Partner
    • Careers
    • Newsroom
    • Our approach
    • Privacy at Spirion
    • 15 Year Anniversary
  • Customer Portal
  • Contact
Watch demo now

Customer Services

  • Customer Success
  • Professional Services
  • Technical Support
  • Service Level Addendum (SLA)
  • Customer Support Policy

At Spirion, consumer data protection and ensuring product delight are at the heart of what we do. Our focus on enabling our customers to protect their intellectual property and the ever-growing amount of sensitive data of their customer base drives us on our pursuit of excellence. We strive to ensure optimal product usage with data security and privacy, offering an array of services for our customers.

Customer Success

Regardless of the industry or customer size, Spirion delivers personalized ongoing relationship support by assigning every customer to a Customer Success Management team-member. Our commitment to our customers’ success and satisfaction is paramount. We look for meaningful ways to deliver stellar support with our online portal, technical and advisory user groups, ongoing educational programs, and are just a phone call away.

To ensure that our customers receive an excellent product experience, we instituted, “Spirion Listens,” which is a brief questionnaire sent to customers to provide insight into the customer’s opinion about our products, services, and employees. Every response is read by our executive team to ensure satisfaction.

To learn more about how to optimize your security software budget, contact a Spirion expert now.

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Professional Services

Spirion offers a range of service offerings to ensure customers get the help and guidance needed to secure and transform their business.

We help companies implement Spirion products; offering onboarding services to teach users the application and mentoring to achieve organizational goals. Our experts work alongside customers to set up priorities, search strategies, classifications, workflows, and criteria; providing the right amount of guidance for testing that enables a successful production experience to help customers realize a faster time to value.

To learn more about how to optimize your security software budget, contact a Spirion expert now.

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Technical Support

Technical support for Spirion users is another extension of our Customer Success philosophy, and we are available to help, and address needs related to product functionality. We manage our support tickets on a triage method, and all support inquiries are acknowledged in a timely fashion, with most cases resolved the same day. We offer an online community that includes our support portal with access to product documentation, our knowledgebase articles for additional guidance, online forums, as well as trained technical staff available to help with issues or questions.

To learn more about how to optimize your security software budget, contact a Spirion expert now.

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Service Level Addendum (SLA)

Availability Commitment

Spirion will make its Services available 99% of each full calendar month.

Service Credit

  • If the SLA is violated, then Customer is entitled to a credit (refund if the order is not renewed), of 1/12 of its subscription fee for that year.

Exclusions

  • Scheduled Downtime. Spirion will provide at least 48 hours advance electronic notice of any scheduled downtime, which can last for up to 6 hours.
    • Notice will be provided to Customer’s designated point of contact by a method elected by Spirion (including telephone, email, or notification to the Spirion customer management portal).
  • Emergency Maintenance: unplanned maintenance outage based on an emergency, for no more than 4 hours once per month.
  • Excused Downtime: due to any fault of Customer or its users; any third-party vendor; or any event beyond the reasonable control of Spirion.
  • Beta, Trials, or Pilots.

Conditions

  • To be entitled to a credit, Customer must request the credit within 60 days of the end of the applicable month in which it is entitled to the credit.
  • Customer’s sole and exclusive remedy, and Spirion’s sole liability, in the event Spirion fails to meet the availability above is the above credit.

This Service Level Addendum is incorporated into the applicable subscription services agreement or equivalent with Spirion.

Customer Support Policy

Support Hours Monday through Friday from 9AM to 6PM ET (except during U.S. national holidays).
Support Ticket Customer may request support by creating  a support ticket at the Customer Success Center: https://support.spirion.com
Spirion Knowledge Base https://support.spirion.com

Bug Fixes and Updates. Customers are entitled to all technical support bug fixes, maintenance updates, and new releases, that Spirion provides to other customers under technical support for no additional fee (Support Updates).

Severity Chart

Severity Level Initial Response Resolution/Workaround Goal
1 – Critical Impact 4 Hours 24 Clock Hours
2 – Major Impact 4 Hours 48 Clock Hours (during normal business hours)
3 – Minor Impact 4 Hours As determined by Spirion
  • Critical Impact means a failure of the software to perform consistent with its technical documentation, resulting in the loss of service, or critical business functions with no possible bypass, recovery, or other workaround.
  • Major Impact means a failure of the software to perform consistent with its technical documentation, where production is significantly impacted or degraded.
  • Minor Impact means a failure of the software to perform consistent with its technical documentation that does not fall into the categories of Severity Level 1 or 2.

Notification of Updates:

  • SaaS.
    • 7 days’ email notice (to Spirion Operator) of upcoming significant changes to the SaaS service.
    • If there is a high-priority update, Spirion will make commercially reasonable efforts to provide the Customer’s appointed Spirion Operator with 24 hours’ notice via email.
  • On Premise Software.
    • All software updates are located at the Customer Software Download site, which is located here.

Note:

  • If a customer with perpetual license to Spirion software does not renew its annual technical support plan, then such customer is not entitled to any Support Updates.
    • Any non-renewal of technical support will not affect the perpetual license which will remain in effect, subject to the terms of the license agreement with Spirion.
  • All severity level classifications will be determined by Spirion, in good faith acting reasonably.
  • Customer is responsible for notifying Spirion of any changes to its Spirion Operator contacts for email purposes.
  • Spirion may change the features and functions of its software, but it will not materially degrade such features and functions during a paid technical support term.

Ready to get started?

Schedule a personalized demo with one of our data security experts to see Spirion data protection solutions in action.

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Discover, protect and comply.

Protect sensitive information with a solution that is customizable to your organizational needs. When your job is to protect sensitive data, you need the flexibility to choose solutions that support your security and privacy initiatives.

Governance Suite →

Industry Solutions

Not knowing where sensitive client financial data resides and failing to take the right security precautions can be a costly mistake for your organization. Find out how Data privacy is treated in your sector.

Read more →

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    • What is sensitive data discovery?
    • What is data loss prevention?
    • What is data classification?
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