At Perch, we put the satisfaction of our customers first and believe that a well-supported, knowledgeable flock is a strong one.

This page will help you get acquainted with Perch’s support teams and points of contact. After reading, you’ll be able to fly in the direction of the right internal resources to resolve your support or service needs.

Perch breaks down requests into two categories: product and support. Below, you’ll find descriptions of the two types of requests along with our severity breakdown, examples, and escalation paths.

Product

A product service request deals with the performance and functionality of the Perch application and the support components that feed data into it. The following are examples of the different severity types and which team would handle the request:

• High: The application is down, a sensor is not operational, there are problems with network visibility, span issues, or integration troubles.
  • Contact Customer Success.
• Medium: The Perch application is running very slow, a scheduled report is not running or not returning the correct data.
  • Contact SSE.
• Low: Setup or installation questions, onboarding. and other general questions.
  • Contact SSE.

Support

A support service request deals with security-related issues, usage, and configuration of the application. The following are examples of the different severity types and the corresponding support teams:

• High: A customer reports a breach or active security incident.
  • Contact the SOC.
• Medium: Any security-related issue that is not part of an active incident.
  • Contact the SOC.
• Low: General alert questions, continuing education, or assistance with Perchybana, Event Notifications, and Dashboards.
  • Contact SSE.

Security Operations Center (SOC)

The Security Operations Center (SOC) is responsible for triaging incoming alerts, escalating ones that require a customer action, and assisting with customer-reported incidents.

Types of requests

• Questions about an alert.
• Tuning an event notification.
• Needing additional information for a security event.
• Remediation guidance.
• Assistance with a compromise.

Get in touch

• Email: soc@perchsecurity.com
  • When sending an email to the SOC, include the following information:
    • Name
    • Organization
    • Description of issue/request
    • Include links to the alert or artifact within the Perch product, if possible.
• Phone: 844-500-1810
• Slack: #Squawkbox

Availability

• The Perch SOC operates 24 hours a day, 7 days a week, 365 days a year.

Customer Success (CS)

The Customer Success team does everything from sensor installation and troubleshooting to scheduling of internal resources and keeping all of our customers happy.

Types of requests

• Installation help.
• Assistance with mirrors or SPAN setup.
• Installation verification.
• Scheduling (install, onboarding, alert review, technical discussion).
• Help with asset monitoring and filters.
• Sensor troubleshooting and replacement.

Get in touch

• Email: customersuccess@perchsecurity.com
  • When sending an email to CS, include the following information:
    • Name
    • Organization
    • Description of issue/request
    • Include links to the artifact within the Perch product, if possible.
• Phone: 844-500-1810
• Slack: #Squawkbox

Availability

• The Perch Customer Success team operates Monday through Friday, from 8 AM to 5 PM EST.

Support and Security Engineering (SSE)

The Support and Security Engineering team assists with general questions about the Perch application. In addition to general support, they also perform the initial customer onboarding and provide continuing education sessions for customers who want to get the most out of their Perch experience.

Types of requests

• Technical support related to the Perch application.
• Integration support.
• Custom Dashboards, Visualizations, and Perchybana assistance.
• Custom event notification requests.
• Continuing education.
• General questions.
• Enhancement requests.

Get in touch

• Email: help@perchsecurity.com
  • When sending an email to SSE, include the following information:
    • Name
    • Organization
    • Description of issue/request
    • Include links to the artifact within the Perch product, if possible.
• Phone: 844-500-1810
• Slack: #Squawkbox
• Schedule a continuing education session: https://calendly.com/perch-onboarding/continuing-education
• View and request product enhancements: https://roadmap.perchsecurity.com/features

Availability

• The Perch Support and Security Engineering team operates Monday through Friday, from 8 AM to 5 PM EST.

General

• General help: https://perch.help
• Onboarding help: https://perch.help/onboarding/
• Order additional Perch services: will@perchsecurity.com
• Request 1:1 training and continued education: customersuccess@perchsecurity.com
• Connect with peers: Perch’s #Squawkbox Slack

Sensor

• General sensor setup: https://perch.help/sensors
• IDS network monitoring setup: https://perch.help/start/network-monitoring/
• VMware Sensor install (download): https://bit.ly/perch-ova
• Hyper-V Sensor install (download): https://bit.ly/perch-hyperv

SIEM

• SIEM setup: https://perch.help/start/log-monitoring-siem/
• SIEM agent (download): https://cdn.perchsecurity.com/downloads/perch-log-shipper-latest.exe

Application

• Integrations: https://perch.help/integrations/
• Create a new organization: https://perch.help/organizations/creating-a-new-group/

• Email: patrick@perchsecurity.com
• Phone: 844-500-1810
• Slack: @patrick