Customer Support Service

CUSTOMER SUPPORT SERVICE

To ensure the stable operation of the security products, fast and seamless technical support is paramount. MONITORAPP offers prompt and precise technical support services that are tailored to meet customer requirements and optimized for the products' operating environment, ensuring maximum efficiency and reliability.

LICENSE

We provide the right to use the product in the form of a license to customers who purchase the product.
The provided license allows unlimited operation of the product and free pattern updates for one year.

MAINTENANCE SERVICES

Maintenance service is provided free of charge for one year from the date of purchase, and after that, the service is supported in the form of a paid maintenance contract.

Expert support

When a problem occurs, our experienced security engineers will accurately identify the cause and quickly resolve the problem.

S/W Update

We provide pattern update licenses for web security vulnerabilities, S/W upgrades, patch services, etc.

H/W RMA

Repair or replace when there is a defect or problem with the equipment or parts.

※ Maintenance Contract Inquiry : support@monitorapp.com (070-4633-7439, 2129)

EOL

EOL (End-of-Lifecycle) refers to the point in time when technical support service support officially ends according to the product life cycle. MONITORAPP provides customers with advance notice of the arrival of EOL and will suggest new products with upgraded performance and the latest features in order to provide the best solution for rapidly evolving security threats and provide better service.

LICENSE

MONITORAPP provides the right to use the product in the form of a license.
We have established the following license policy and are providing services based on it.

License Type

Customers can choose to use one of the two types of licenses below depending on their deployment environment.
1. Online License: Applied by entering the Activation Code into the product to communicate with the MONITORAPP license server.
2. Offline License: Applied by uploading a license file to the product, suitable for closed network environments where communication with the outside is not possible.

License Period by Agreement Type

1. Purchase Agreement: A license that allows unlimited product operation and free pattern updates for one year.
2. Maintenance Agreement: A license that allows pattern updates in accordance with the maintenance contract period.
3. Rental Agreement: A license that allows product operation and pattern updates according to the rental contract period.

MAINTENANCE SERVICE

Maintenance service is crucial for ensuring that security products operate in optimal condition. We offer comprehensive maintenance services to customers who have purchased our products, ensuring consistent performance and reliability.

We provide continuous software update services such as web security vulnerability updates and performance improvements, and also provide replacement and repair services for hardware defects.

In addition, we perform preventive maintenance to minimize the possibility of failures in advance, and are responsible for prompt recovery and follow-up measures when failures actually occur.

MONITORAPP Maintenance Service

We provide maintenance services free of charge for one year from the date of purchase, and for four years thereafter, in the form of a paid contract (Maintenance services guaranteed for a total of five years from the date of purchase)

MONITORAPP Maintenance Service Plan

We operate two maintenance service policies.
During the free maintenance period, Carepack_Essential level service is provided.
After the free period ends, Carepack_Essential and Carepack_Professional services are provided in the form of paid contracts.

CAREPACK_ESSENTIAL

Service Classification

Service Content

Product-Related

S/W
Update

Bug Patches

Upgrade (Minor Version)

Pattern Updates

H/W RMA

· Provide remedial patches when bugs are found in your product.

· Provide minor version upgrades when we improve the functionality of the product.

· Provide pattern updates when the latest web security vulnerabilities are discovered.

· We provide repair and replacement services in case of H/W breakage or defects.

Technical Support

Preventive Maintenance

Failover Support

Support Hours

· Perform preventive checks to determine whether the product is operating normally and minimize the possibility of failure in advance.
· Upon completion of preventive checks, we will provide an report on the results, including the presence or ansence of abnormalities.

· When a failure is reported, we promptly initiate the process to determine the cause and proceed with recovery.
· Upon completion of failover, we prepare measures to prevent recurrence and submit a report on the results of failover.

· Service support hours : In principle, service support is available during business hours. (weekdays *8 hours / weekends and holidays excluded)
· Failover support hours : In principle, we aim to start within 6 hours of receiving a failure and recover within 12 hours.

Technical Support

Operator Training

We Support operator training required to operate the product. (once per year)

※ Preventive maintenance cycle, service support time, failure response time, and operator training cycle can be coordinated through separate negotiation.

CAREPACK_PROFESSIONAL

Service Classification

Details

WSPC

· AIONCLOUD WSPC(Website Security Posture Check) is a solution that detects hidden malware within a website and protects website visitor and data.
· Through real-time monitoring, it discovers potential risk factors such as hidden malware, website forgery, and ransomware infection, and ensures reliable and safe website operation.

MSS

· We provide 24/7 MSS(Managed Security Service) to protect the customer's system from various security threats.
· We provide systematic operation management service with our security experts, and take immediate action and respond in real time in case of emergency.

EOL

We maintain an EOL (End-of-Lifecycle) policy for customers who have purchased our products. To deliver better service, we have established an EOL schedule that takes into account both the product life cycle and the new product release timeline. This approach is designed to minimize uncertainty and help customers plan their product deployment and operations with greater confidence and efficiency.

EOL(End-of-Lifecycle)

MONITORAPP’s security products reach the end of their life cycle (EOL) due to various physical and logical factors such as obsolescence, component discontinuation, market demands, and technological advancements. To maintain optimal performance, new products are released on a regular basis—every 3 years for software and every 4 years for hardware. These updates may include changes or upgrades to enhance product performance. Customers using MONITORAPP products can choose to upgrade or replace them based on the company’s EOL policy, which is established and managed by MONITORAPP. In line with this policy, we are committed to informing customers about new products that can replace EOL products and may offer special promotions, such as compensation sales, to ensure the continued use of upgraded solutions. To stay informed about the EOL policy and related updates, customers may subscribe to the MONITORAPP homepage notifications and newsletter.

Hardware EOL

For customers with an active maintenance contract, we provide H/W RMA services (repair and replacement in case of failure) for up to 5 years from the date of product purchase. After reaching H/W EOL, we recommend upgrading to the latest hardware to address aging concerns and maintain optimal performance.

Software EOL

For customers with an active maintenance contract, we offer software update services—including feature enhancements, patches, and hot fixes—for up to 5 years from the release date of the major software version. After the S/W EOL, service support will be discontinued, and we strongly recommend upgrading to the latest software version to ensure continued security and performance.

MONITORAPP Hardware EOL Schedule

Product name

Model

EOL

AIWAF
AISWG
AISVA

100/200/500/1000/2000/4000/8000(Y17, Y18)

100/200/500/1000/2000/4000/8000(Y20)

5 years from the date of product purchase

※ H/W EOL : 5-year warranty from the date of product purchase.
※ MONITORAPP reserves the right to modify this policy at any time. Any changes to the policy will be announced in advance.

MONITORAPP Software EOL Schedule

Product name

Version

Release

EOL

AIWAF

V5.x

2020-10-15

2027-02-28

AISWG

V4.x

2021-05-16

2026-05-16

AISVA

V2.x

V3.x

2020-05-31

2024-12-20

2026-05-30

2030-05-30

※ S/W EOL : Warranty of the latest version of S/W patch until H/W EOL expiration.
※ MONITORAPP reserves the right to modify this policy at any time. Any changes to the policy will be announced in advance.