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 our Customer Portal (CTD/SRA):

Please open support tickets within the Customer Portal for On Premise CTD/SRA.

Via our Product Interface (xDome only):

For specific xDome support, please open support tickets within the xDome UI.

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:

• Customer’s maintenance of an active support contract or subscription; and

• Customer maintaining an up-to-date version of the software (as described in the Product Lifecycle and Version Support tables below).

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.

SaaS Service Level

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

• Weekly scheduled upgrades (between Sunday 08:00 AM GMT - Sunday 9:00 PM GMT);

• Emergency maintenance to address a critical vulnerability or to address a customer impacting defect. These are typically < 5 minutes in duration;

• Collection server outages due to hardware issues and/or customer environment or network communication issues;

• Any Amazon Web Service (AWS) downtime or scheduled maintenance;

• Any network communication issues between the customer’s users or systems and Claroty’s systems;

• Other outages outside of the control of Claroty such as a force majeure event;

• Customer suspension due to customer’s breach of their agreement.

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

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

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.