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Claroty Customer Support Policy

How to Contact Claroty Support

Customers may contact Claroty with support requests through the following methods:

Via Claroty’s Support Direct Email:

Industrial customers: support@claroty.com

Healthcare customers: healthcare-support@claroty.com

Via Telephone:

U.S. & Canada

Australia

Rest of World

Support Service Level

Support is provided to all Claroty customers in accordance with the terms set forth in an applicable order with Claroty or a Claroty Partner. The response times below are contingent upon:

Claroty’s response times will be prioritized based on the Severity Levels in the chart below. A timely response and resolution of an issue, we will require the customer’s reasonable cooperation. Failure to provide requested cooperation will delay or prevent Claroty from resolving the issue, and Claroty reserves the right to downgrade the Severity Level as a result.

Severity Level

Severity Definition

Initial Response

Severity 1 - Critical

The Product is entirely inaccessible, or unable to perform critical functions that has a serious impact on normal use and/or is causing a severe disruption to normal production-related operations. Critical issues will be downgraded to High or Medium once a workaround is available or the immediate outage has been restored.

< 4 hours

Severity 2 - High

The Product is operational, but one or more important features or sites is unavailable and is significantly impacting delivery of the operational use of the Software.

< 8 hours

Severity 3 - Medium

The Product is operating, but there is degradation in functionality, usability, or performance. Routine issues are classified as Medium by default.

< 1 business day

Severity 4 - Low

There are Product-related questions or Product defects that can be circumvented without difficulty and/or have minimal disruption to the operations of the Customer.

< 2 business days

SaaS Service Level

Claroty’s Medigate and xDome service will be available 99.5% of the time, except during:

Claroty’s Medigate and xDome service will be considered available if the customer is able to login to the service and query assets, alerts or vulnerabilities.

Hardware Service Level

Claroty is responsible for updating the collection servers for both operation system (OS) updates and security patches as part of the xDome and Medigate SaaS service.

For CTD running on ClarotyOS, Claroty also provides all OS and security updates as part of our release package. It is the customer’s responsibility to apply these updates in a timely manner to ensure the systems are protected. For non-ClarotyOS installations, customers are responsible for patching the OS and applying security updates.

In the event that Claroty provided hardware fails, Claroty provides RMA support for all hardware purchased for up to 3 years. For hardware bundled with either Medigate or xDome subscription, Claroty will provide support for the hardware for the length of the subscription term or renewal.

Claroty will ship replacement hardware within 2-business days of determining the hardware has failed. At Claroty’s sole discretion, onsite replacement may be arranged as an alternative to an advance replacement (depending on hardware model, installed location, etc). Claroty will be responsible for applicable shipping costs, and Customer will be responsible for any applicable taxes or import fees.

Additional fees may apply if faulty hardware is not returned in a timely manner or if hardware is damaged by improper operation, maintenance, misuse, accident, unusual or unstable electric current, moisture environment, fault or negligence of the customer or have been subject to the opening of any sealed or screwed components without Claroty’s prior written approval.

Product Lifecycle & Version Support

Note: This section applies to Claroty CTD & Claroty xDome Secure Access (formerly Secure Remote Access (SRA)) only.

As the XIoT landscape and the threat actors targeting these assets continue to evolve, the capabilities of Claroty's products also evolve through periodic enhancements designed to ensure a consistently superior product experience. Upgrading your Claroty solution in a timely manner not only enables you to take advantage of the latest enhancements — but it is also essential to safeguarding your organization’s most critical assets. 

All customers with valid support contracts are strongly encouraged to reference our product lifecycle schedule, which details how long Claroty will support each product version following its release. This information is intended to help you stay ahead of potential risks and ensure maximum protection for your assets by informing your decisions regarding upgrade plans and timelines. 

Full Support

For one (1) year post the general availability of a major or minor release, Claroty will provide full support for the version. Full Support includes troubleshooting, product fixes for field bugs, and/or security updates. Any software fixes may be delivered in some combination of updates, maintenance releases, or as follow-ons to major or minor releases at Claroty’s discretion and depending on the nature and impact of the issue.

Extended Support

After Full Support has concluded per the below tables, Claroty will provide Extended Support for an additional six (6) months. Extended Support will be limited to best-effort troubleshooting, workarounds, and mitigating critical (CVSS 9+) security vulnerabilities. If a field bug is fixed in a later version, Claroty support will direct customers to upgrade to a more current version or release of that product.

End of Life

Once a product has reached its End of Life, no new fixes will be made to the product. Resolution of any issues will first require the customer to upgrade to a currently supported version of the product.

Continuous Threat Detection (CTD) Lifecycle

Release Version

GA Date

End-of-Full Support

End of Extended Support

(End of Life)

4.2.x or earlier

Sep 2020

Sep 2021

Feb 2022

4.3.x

Sep 2021

Sep 2022

Mar 2023

4.4.x

Jan 2022

Jan 2023

July 2023

4.5.x

May 2022

May 2023

Nov 2023

4.6.x

Aug 2022

Aug 2023

Feb 2024

4.7.x

Nov 2022

Nov 2023

May 2024

4.8.x

Apr 2023

Apr 2024

Oct 2024

4.9.x

Aug 2023

Feb 2025

Aug 2025

5.0.x

Nov 2023

Nov 2024

May 2025

5.0.1X

May 2024

August 2025

September 2025

To avoid any confusion, the EOL date for the most recent release (last line) is only applicable to that release. As new versions of CTD are released, this table will be updated. There is no planned EOL date for the product line as a whole. All dates are at the end of the specified month.

Claroty xDome Secure Access (formerly Secure Remote Access (SRA)) Lifecycle

Release Version

GA Date

End-of-Full Support

End of Extended Support

(End of Life)

3.1.x or earlier

Dec 2020

Dec 2021

Jun 2022

3.2.x

Mar 2021

Mar 2022

Sep 2022

3.3.x

Sep 2021

Sep 2022

Mar 2023

3.4.x

Feb 2022

Feb 2023

Aug 2023

3.5.x

Aug 2022

Aug 2023

Feb 2024

3.6.x

Mar 2023

Mar 2024

Sep 2024

3.7.x

Nov 2023

Nov 2024

May 2025

4.0.0

Apr 2024

Apr 2025

Sep 2025

To avoid any confusion, the EOL date for the most recent release (last line) is only applicable to that release. As new versions of Claroty xDome Secure Access are released, this table will be updated. There is no planned EOL date for the product line as a whole. All dates are at the end of the specified month.

Claroty
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