Customer Support Service
MONITORAPP customer support team assists you in optimizing product settings and providing prompt troubleshooting
through a differentiated maintenance program tailored to customer needs.
MONITORAPP Customer support service
MONITORAPP ensures seamless technical support and maintenance through an organic collaboration with certified partners, MCR (MONITORAPP Certified Reseller), selected after rigorous technical support capability evaluations.
1) Confirmation of purchase and issuance of a license
The license is issued upon purchase. Products can run indefinitely, and free maintenance provided for one year(default).
2) Maintenance program
Maintenance contracts provide continuous security updates against new threats, and ensure technical support for your products. You can contact the vendor from which you purchased the product, or proceed through the official channel partner of MONITORAPP. Maintenance is updated on a yearly basis. Contact
support@monitorapp.com for more information.
3) RMA Policy
Defect maintenance for product defects will be provided free of charge for up to one year. Subsequently, only defect maintenance for product defects can be concluded separately.
License
MONITORTAPP issues a product license upon purchase, ensuring secure and efficient product usage post-purchase.
Confirm purchase and issue license
To provide licenses for the usage rights of products offered by MONITORAPP, we establish the following license policies and provide services in accordance with these policies.
[Type]
Entering an Activation Code allows for authentication from the license server
(a 32-character code consisting of a combination of numbers and letters).
Depending on the customer’s deployment, it is also possible to issue licenses in the form of files.
[Features]
Licenses are issued online, and when information is modified, it is automatically applied to the product.
Issued licenses:
1) Sales contract
– License issued for unlimited product operation and complimentary pattern updates for one year.
2) Lease contract
– License issued for unlimited product operation and pattern updates during the lease period.
3) Maintenance Contract
– Extension of pattern update period only for licenses previously issued.
Support Service Plan
MONITORAPP offers various maintenance service programs to ensure that the solution you are using stays up-to-date.
MONITORAPP Maintenance Services
After providing one year of complimentary maintenance (default), you can opt for paid maintenance service contracts.
MONITORAPP Maintenance Services Plan
Customers using any of MONITORAPP’s products can choose from different paid maintenance service contracts, categorized into Premium, Standard, Basic, Economy, and Pattern Management, on a yearly basis.
(The higher-level services include all the support provided by the lower-level services.)
[Premium maintenance service]
[Standard maintenance service].
[Basic Maintenance Service]
[Economy Maintenance Service]
[Maintenance Service Table]
| Category | Premium | Standard | Basic | Economy | Pattern Management |
|---|---|---|---|---|---|
| Term | Contract period (1 year) | Contract period (1 year) | Contract period (1 year) | Contract period (1 year) | Contract period (1 year) |
| Support Hours | working hour 8-5 | working hour 8-5 | working hour 8-5 | working hour 8-5 | working hour 8-5 |
| Way to Support | phone/email/on-site | phone/email/on-site | phone/email/on-site | phone/email (on-site: additional cost applies) | phone/email (on-site: additional cost applies) |
| S/W Maintenance | Patch Pattern Update Minor Version Up | Patch Pattern Update Minor Version Up | Patch Pattern Update Minor Version Up | Patch Pattern Update Minor Version Up | Patch Pattern Update |
| H/W Maintenancee | RMA | RMA | RMA | RMA | X |
| Regular Check-up | Monthly | Monthly | Quarterly | Biannual(remote) | X |
| Reporting | Monthly report | Monthly report | Quarterly report | Biannual report | X |
| Training | An annual issuance of one coupon | An annual issuance of one coupon | An annual issuance of one coupon | X | X |
| Monitoring | 24*365 | X | X | X | X |
| Access to MONITORAPP Customer Support Site | O | X | X | X | X |
| Professional Service | 1. Vulnerability assessment/check once per year. 2. Site Checker 3. Security Lab Service |
X | X | X | X |
* Major Software Version Upgrades are conducted through a separate contract.
EOL(End of Lifecycle)
MONITORAPP will strive to provide better products and services through a reasonable End-of-Life (EOL) policy, aiming to minimize uncertainty in customers’ product adoption and operational planning.
EOL(End-of-Lifecycle)
Products have a limited Product Lifecycle due to various physical and logical reasons such as aging, component obsolescence, market demands, and technological changes. All of MONITORAPP’s security products are released with a Software (S/W) lifecycle of 3 years and a Hardware (H/W) lifecycle of 4 years. Changes or upgrades to new software or hardware may be made to enhance product performance.
Customers using our products can decide to replace them with new products or perform product upgrades based on the EOL policy established and managed by MONITORAPP. MONITORAPP is obligated to recommend or announce information about replaceable new products instead of EOL products and may offer special promotions (such as trade-in sales) to ensure continuous product use. The EOL policy can be confirmed via email by subscribing to MONITORAPP’s website notifications and newsletters.’
H/W EOL
Customers with H/W maintenance contracts will receive support, repair, and assistance with the latest software versions for H/W for a period of 5 years from the date of product purchase.S/W EOL
For 5 years from the release date of a major software version, we provide feature enhancements, patches, hotfixes, and other updates for the software. Once the EOL for that version is reached, support for the software will be discontinued, and any needed support will be provided in the latest released version.’H/W EOL Table
| Product name | Model | EOL |
|---|---|---|
| AIWAF | 100/200/500/1000/2000/4000(Y14, Y15) | > 2021.12.31 |
| AISWG | 100/200/500/1000/2000/4000/8000(Y17, Y18) | > 5 years from the date of product purchase |
| AISVA | 100/200/500/1000/2000/4000/8000(Y20) | > 5 years from the date of product purchase |
* H/W EOL: 5 years from the date of product purchase warranty.
* S/W EOL: Support for the latest version of S/W patches until H/W EOL expires.
※ MONITORAPP reserves the right to modify this policy at any time and, as a principle and will provide advance notice of any changes to the policy.
※ MONITORAPP reserves the right to modify this policy at any time and, as a principle and will provide advance notice of any changes to the policy.
S/W EOL Table
| Product name | Version | Release | EOL |
|---|---|---|---|
| AIWAF | V5.x | 2020-10-15 | 2025-10-15 |
| AISWG | V4.x | 2021-05-16 | 2026-05-16 |
| AISVA | V2.x | 2020-05-31 | 2025-05-31 |
※ MONITORAPP reserves the right to modify this policy at any time and, as a principle and will provide advance notice of any changes to the policy.