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Dedicated technical experts and personalized support to maximize your security investment

An Imperva Designated Support Engineer (DSE) is an Imperva product support expert who works closely with your team on an ongoing basis to reduce system downtime and maximize your data center security investment. Leading organizations put Imperva products in place to deliver data center security and demonstrate compliance. Imperva products provide a new layer of protection that keeps the high-value applications and data assets in your physical and virtual data centers safe, yet accessible. Because your IT environment has unique security and infrastructure requirements, Prompt attention in troubleshooting complex situations, along with continued focused support by our DSE, allows us to continue maturing our technologies in use.

A Single Point of Contact

A DSE is one of Imperva’s most sophisticated Support staff who partners one-on-one with your organization, gaining deep knowledge of your environment and its requirements. Serving as your designated point of contact to Imperva, a DSE will increase your team’s productivity and knowledge of Imperva products.

• Thorough understanding of your environment – From the outset, your DSE will work with your team to get an in-depth understanding of your SecureSphere deployment and its history in order to provide the greatest Support value.

• Improve systems availability – Leveraging an Imperva DSE can prevent downtime before it happens and reduce time to resolution when issues arise.

Imperva Designated Support Engineer

Prompt attention in troubleshooting complex

situations, along with continued focused support

by our DSE, allows us to continue maturing our

technologies in use

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Efficient Problem Resolution

Imperva DSEs work with your IT staff to troubleshoot, manage and resolve all technical issues quickly. The data center, whether physical or virtual, is the foundation of your organization, and the DSE expertise ensures that your SecureSphere deployment is optimized and running smoothly.

• Personalized case management – The DSE allows our organization to maintain a stable technology environment so that we can focus on staff management and program stability and maturation. With this knowledge, DSEs can work quickly to resolve any issues with your unique environment in mind.

• Direct access to Imperva product developers – Our senior level Support resources serve as a liaison to Imperva engineering teams, assuring that critical product issues are prioritized and necessary product updates are issued efficiently.

Proactive Support

DSEs step in to manage individual issues that may arise, but are also devoted to providing your organization with ongoing guidance and recommendations to ensure that your Imperva products run at optimal performance.

• Continuous updates and system reviews – Designated Support Engineers provide regular updates to their clients in the form of weekly conference calls, quarterly case summary reports and on-site visits.

• Best practice guidance – DSEs leverage data gathered from routine maintenance and reports to provide recommendations based on your company objectives and supported best practices, helping to eliminate issues before they arise. The DSE can also aid in Vulnerability Management by making recommendations on which policies to apply or features to configure and use.

• Product lifecycle and patch management – Imperva DSEs will educate your team about new features and enhancements and create an appropriate upgrade plan for your organization. The DSE will help your team make educated choices on when to apply the latest patches based on how your systems are deployed. The age of your hardware will also be monitored to ensure proper planning and lead time when systems approach their end of support dates.

• Performance Monitoring– Part of the weekly checks your DSE makes will be to determine how well systems are running and what improvements can be made through configuration changes or tuning. Scheduled archiving, purging and reporting jobs are checked regularly to ensure that they are not failing.

Proactive Support

DSEs step in to manage individual issues that may arise, but are also devoted to providing your organization with ongoing guidance and recommendations to ensure that your Imperva products run at optimal performance.

• Continuous updates and system reviews – Designated Support Engineers provide regular updates to their clients in the form of weekly conference calls, quarterly case summary reports and on-site visits.

• Best practice guidance – DSEs leverage data gathered from routine maintenance and reports to provide recommendations based on your company objectives and supported best practices, helping to eliminate issues before they arise. The DSE can also aid in Vulnerability Management by making recommendations on which policies to apply or features to configure and use.

The DSE allows our organization to maintain

a stable technology environment so that we can focus on staff management and program stability and

maturation

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DATASHEET

imperva.com

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• Product lifecycle and patch management – Imperva DSEs will educate your team about new features and enhancements and create an appropriate upgrade plan for your organization. The DSE will help your team make educated choices on when to apply the latest patches based on how your systems are deployed. The age of your hardware will also be monitored to ensure proper planning and lead time when systems approach their end of support dates.

• Performance Monitoring – Part of the weekly checks your DSE makes will be to determine how well systems are running and what improvements can be made through configuration changes or tuning. Scheduled archiving, purging and reporting jobs are checked regularly to ensure that they are not failing.

Related Professional Services

Imperva also offers premium Professional Services dedicated exclusively to providingend-to-end architectural and deployment planning, installation, tuning and maturationassistance. Furthermore, Imperva Professional Services help you operationalize yourSecureSphere solution to ensure that your most critical data and applications areprotected.

SecureSphere Implementation Process with Professional Services

Leverage Professional Services with tailored engagements to shorten your implementation timeframe. Once your internal SecureSphere deployment is completed and your team is self-sufficient, a DSE serves as an extended member of your team to resolve technical issues and provide expert guidance with prompt turnaround times.

SecureSphereCyber SecurityImperva SecureSphere is acomprehensive, integratedsecurity platform that includesSecureSphere Web, Databaseand File Security. It scales to meetthe cyber security demandsof even the largest organizations,and is backed by ImpervaApplication Defense Center, aworld-class security researchorganization that maintains theproduct’s cutting-edge protectionagainst evolving threats.