Document Overview

This document describes SteelCloud’s objectives for supporting the ConfigOS software suite and its end users.

Method of Performing Support

SteelCloud shall provide Maintenance and Support to Client using SteelCloud’s employees, agents, contractors and/or subcontractors at SteelCloud’s reasonable discretion as appropriate.

Scope of Coverage

In Scope

• ConfigOS Installation.

  • As recommended in SteelCloud’s installation documentation.

• Usage of ConfigOS and its features.

• Training.

• Configuration of ConfigOS.

  • As per SteelCloud’s best practices

• Diagnosis of ConfigOS technical issues.

• Reasonable Signature customization support.*

• Software defects and bug fixes.

• Onsite Assistance by request.

  • additional costs and fees may apply.

_{*Customization adhering to our Signature Creation and Best Practices documentation}

Out of Scope

• OS/Software with no published Security Technical Implementation Guide(STIGs) / Center for Internet Security(CIS) Benchmarks.

• Troubleshooting of host systems that do not meet the minimum performance requirements outlined by our guidelines.

  • Custom installs which significantly deviate from documented deployment documentation.

  • Unsupported host Operating System.

    • e.g. Windows emulation on a Linux Host.

• End points systems which are highly customized with unsupported configurations.

  • Systems that deviate significantly from any published STIG/CIS guidance.

    • e.g. Unsupported Linux shells.

  • Unsupported Operating Systems.

    • Linux Distros are binary-compatible, but have no official STIG published by DISA or CIS Benchmark.

      • e.g. Red Hat Enterprise and the Rocky Linux distro.

    • Customization of DISA Sunset STIGS.

Priority Matrix

Support Matrix

_{*Standard Business Hours defined as Monday-Friday 8:00AM to 5:00PM EST/EDT - Excluding SteelCloud Observed Federal Holidays}