Menlo Basic Support | 12x5 Technical Assistance | Case Analytics & Training

• Business-hours technical support for Menlo Security deployments
• Enterprise browser security platform administration
• Initial deployment and configuration guidance
• Hybrid workforce security operations
• Secure web gateway implementation support
• Cloud security platform adoption
• Security operations team knowledge enhancement
• IT help desk escalation assistance
• Branch office and distributed workforce support
• Ongoing operational maintenance for Menlo Security environments

• 12×5 technical support coverage during business days
• Access to Menlo Customer Success support engineers
• Support case submission and lifecycle management
• Support case analytics and reporting
• Online learning and customer training resources
• Technical onboarding assistance
• Configuration guidance for supported products
• Customer Success Portal access
• Knowledge Base access
• Product documentation access
• Email and portal-based support
• Business-hours operational assistance
• Foundation support tier with upgrade path to Premium or Platinum
• Helps reduce deployment risk through guided onboarding
• Supports long-term operational efficiency and platform adoption

• Brand: Menlo
• Service Name: Menlo Basic Support
• Service Tier: Basic
• Support Availability: 12×5 (Business Hours)
• Technical Assistance: Included
• Support Case Analytics: Included
• Online Learning & Training: Included
• Technical Onboarding: Included
• Configuration Guidance: Included
• Customer Success Portal: Included
• Knowledge Base Access: Included
• Product Documentation Access: Included
• Support Channels: Customer Portal, Email, Telephone
• Priority 1 Initial Response Goal: 1 Hour
• Priority 2 Initial Response Goal: 4 Hours
• Priority 3 Initial Response Goal: 4 Hours
• Priority 4 Initial Response Goal: 4 Hours
• Compatible Products: Menlo Security products and supported cloud security solutions
• Upgrade Options: Premium Support, Platinum Support
• Designated Technical Account Manager: Not Included
• Resident Support Engineer: Optional separate service
  

WHY CHOOSE THIS PRODUCT?

• Organizations choose Menlo Basic Support – 12×5 Technical Assistance because it provides essential technical expertise, structured onboarding, training resources, and case management without the higher cost of continuous 24×7 support. It is particularly well suited to enterprises whose IT and security teams operate primarily during standard business hours.
• Unlike Premium and Platinum support tiers, the Basic plan focuses on delivering the core operational services most organizations require-including technical assistance, support analytics, onboarding guidance, and access to the Menlo knowledge ecosystem-while offering a clear upgrade path if business continuity requirements later demand around-the-clock support or a dedicated Technical Account Manager. This approach helps reduce operational risk, improve administrator productivity, accelerate issue resolution, and maximize the long-term value of a Menlo Security deployment.