Integration Support Tiers
Integrations, apps, and add-ons for the ThreatQ platform can be categorized into three support tier designations:
These designations will be listed in an integration's entry on the ThreatQ Marketplace. Review the sections below for specific support details regarding these designation tiers.
ThreatQ Supported
Integrations/apps/add-ons designated as ThreatQ Supported are fully supported by ThreatQuotient’s Customer Support team.
ThreatQuotient strives to ensure all ThreatQ Supported integrations will work with the current version of ThreatQuotient software at the time of initial publishing. This applies for both Hosted instance and Non-Hosted instance customers.
ThreatQuotient does not provide support or maintenance for integrations, apps, or add-ons published by any party other than ThreatQuotient, including third-party developers.
Developer Supported
Integrations designated as Developer Supported are supported and maintained by the developer who submitted the integration to the ThreatQ Marketplace. The developer's contact information can be found on the integration’s download page within the Marketplace.
You are responsible for engaging directly with the developer of Developer Supported integrations/apps/add-ons to ensure proper functionality and version compatibility with the applicable ThreatQuotient Software.
If functional or compatibility issues that may arise are not resolved, you may be required to uninstall the app or add-on from their ThreatQuotient environment in order for ThreatQuotient to fulfill support obligations.
For ThreatQuotient Hosted instance customers, the Service Level Commitment and Service Level Credit in the ThreatQuotient Service Level Schedule will not apply for any issues caused by Developer Supported integrations/apps/add-ons.
ThreatQuotient reserves the right to remove the Developer-Supported designation of third- party apps and add-ons if the developer is not, in ThreatQuotient’s determination, fulfilling reasonable obligations for support and maintenance.
Failure by the developer to update compatibility of an app or add-on within 90 days of the release of a new version of applicable ThreatQuotient Software will result in reclassification to Not Supported.
Not Actively Supported
Integrations, apps, and add-ons designated as Not Actively Supported are not supported by ThreatQuotient’s Customer Support team.
While you can report issues to ThreatQ’s Customer Support team regarding the integration/app/add-on, you are solely responsible for ensuring proper functionality and version compatibility of Not Supported designations with the applicable ThreatQuotient software.
If unresolvable functional or compatibility issues are encountered, you may be required to uninstall the integration/app/add-on from your ThreatQuotient environment in order for ThreatQuotient to fulfill support obligations.
For ThreatQuotient Hosted instance customers, the Service Level Commitment and Service Level Credit in the ThreatQuotient Service Level Schedule will not apply to issues caused by Not Actively Supported integrations/apps/add-ons.