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What support and security policies do you have in place?

VisibleThread onsite deployment support

[UPDATED - JAN 2018]

Support and maintenance plan

For on-premise OR private cloud customers, there are normally between 1 and 2 new releases of VisibleThread a year. Each release consists of updates to the VisibleThread application than runs on the Virtual Appliance.

Critical security updates and patches

We offer two models for supporting patches and updates to the operating system and services on the VisibleThread VM. 

VisibleThread managed updates

VisibleThread monitor updates to the underlying Ubuntu OS on a quarterly basis, and issue OS update advisory notices if required. There is a yearly maintenance fee required to receive these updates.

Customer managed updates

We support customers who prefer to run their own security updates (with some restrictions). This allows customer manage their own patching program. Please see the article here for details.

Security scans 

We run in house vulnerability and penetration tests on the Virtual Appliance before we release it and as part of our test harness. We are happy to provide reports on these tests on request.

Support Desk

We provide a helpdesk function to the users of VisibleThread. Our support team can be reached at support@visiblethread.com, or users can browse to our online support portal at http://support.visiblethread.com to post questions or browse support articles. Our support team are also happy to talk user through any issues on a phone call or over a webex conference.

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