Professional services designed to accelerate solution adoption and time-to-value for enterprises.
The Fortra Advantage
Fortra's Email Security Professional Services include onboarding, training, enablement, and support for Agari and Clearswift solution deployments
World-Class Subject Matter Experts
Technology alone is insufficient in just about any human endeavor. Security is no different.
At Fortra, we have a long heritage of combining innovative technology with deep email security domain expertise in partnership with our customers to solve real-world security challenges.
The Fortra Support team is committed to the success of our customers and works collaboratively with them to deliver exceptional value through the deployment of Fortra Email Security solutions.
Exceptional Services, Professionally Delivered
Collectively, Fortra's Subject Matter Experts (SMEs) bring decades of expertise to every customer engagement.
Our services have been refined from hundreds of deployments at organizations spanning the globe, deploying Fortra Email Security solutions to detect and respond to advanced email attacks at scale.
Using proven methodologies and tested processes, the Fortra Support team helps customers protect against inbound and outbound phishing and BEC attacks, along with the disruption that comes with them.
Access to Email Security Expertise
Efficient service delivery means easy access to expertise, and it makes the difference between success and something that falls short.
Effective communications are critical, and this happens when our customers work with professionals who understand their business and are equipped to help.
Fortra's Email Security Professional Services are designed to provide customers with dedicated SMEs who serve as a customer advocate for driving the customer’s business outcomes.
Professional Service Offerings
Fortra offers multiple Email Security Enterprise Managed Service tiers to suit different business size, organizational needs, and budgets that include:
Enterprise Services
Designed to offer a higher level of support, Fortra's Enterprise Service tier includes a dedicated Fortra Email Security Subject Matter Expert (SME) to deliver value and serve as a customer advocate for driving the customer’s business outcomes, such as:
Rollout / Project Plans
Successful deployments require planning, communication, training, and monitoring. Your SME leverages extensive experience to create a customized rollout/project plan for your organization and ensures that the plan follows Fortra Email Security best practices while taking into consideration your business goals, priorities, and any requirements unique to your environment.
Incident Response Framework
A well-defined incident response plan is an effective way to identify, minimize damage, and reduce the cost of a cyberattack. Your SME will work with your organization to ensure that your Fortra cloud-based email security solution is incorporated into your incident response framework and develop or enhance a process for handling email threats.
Reporting Framework and Integrations
Fortra's cloud-based email security solutions include comprehensive reporting features, such as executive summary reports and more granular, action-targeted reporting. Your SME will work with you to design a reporting framework to ensure the right level of information is distributed to the appropriate people to ensure visibility to ROI inside your organization, and can also advise the use of our solution APIs for integrations with your other tools.
Assessment & Alignment
Your SME can work with you to review the current state of your organization’s email security posture, and, where applicable, your organization’s security stack. The SME will also advise on email security best practices to ensure you make the most of your investment in Fortra's cloud-based email security solutions.
Communication Templates
- Project awareness to prepare the organization for DMARC rollout
- Identification of business owners
- Contacting 3rd-party senders for authentication
Hands-on Training
Product training is an important part of deployment success and maximizing ROI. Your SME provides hands-on training via remote sessions to ensure your staff is proficient on Fortra cloud-based email security solutions. There is no limit on training sessions to accommodate staff changes or additions, new features, or to support specific business needs. Our training approach addresses the ‘why’ and not just the ‘how’ so that your staff also gains general email security proficiency.
Success Tracking
Success criteria defines how the stakeholders in your organization will measure the success of the project. Your SME will work with you to develop measurable success criteria based on your organization’s timeline and goals, and will assist you in tracking progress via regular project reviews and identify next steps towards your success criteria. The SME can utilize your existing project success tracking tools or provide Fortra Email Security best-practice templates.
Customer Advocate
Premium Services
Customized with your organization's specific needs in mind, Fortra's Premium Services tier provides expert knowledge at your fingertips with a dedicated Professional Service consultant to support you anytime you want to know if everything is working as it should, including:
Dedicated Professional Service Consultant
Your dedicated Professional Service consultant will understand your email security roadmap – serving as your sole point of contact for questions, issues, and understanding opportunities for security improvements, plus:
- Offer continuous support and a dedicated resource for practical advice or best practice recommendations
- Understand your milestones and Email Security roadmap, ensuring it is shared and understood
- Engage with key stakeholders to identify specific goals
- Serve as the escalation point for all Email Security-related matters so that issues are resolved in a timely manner (consulting with an assigned support engineer when needed)
Quarterly Customer Support Reviews
You will receive a quarterly support review, coordinated by your Professional Service consultant. This review provides you with an in-depth summary incident report containing any cases raised during the previous quarter, current open case status, and future planning needs for your organization. The review will also allow you the opportunity to provide Fortra with feedback so we can continuously improve our support services.
Annual System Health Check
Conducted by your Professional Service consultant remotely, the annual system health check will provide you with observations, analysis, and additional recommendations in a summary report intended to proactively highlight potential improvements, which may include:
• Efficient policy uses and potential solutions
• Configuration and implementation suggestions
• Recommendations regarding future policy changes and their implementation
Two Inclusive Service Days
- Implementation of health check recommendations and remediation, if necessary
- Suggestions for additional features/functionality, as requested
- Installation of additional or replacement servers, if needed
- Assistance for any needed upgrades
- Delivery of bespoke training or knowledge transfer sessions
- Access to documentation, such as troubleshooting
Training or Knowledge Transfer Sessions
Your Professional Service consultant will deliver bespoke training or knowledge transfer sessions, as well as assist in identifying gaps that may exist, whether technical, product-related, or for training.
Continuous Support for 12 Months
With regional headquarters in Europe, Asia Pacific and the US, our professionals offer continuous support and resources in your region, your Professional Service consultant will be available during business hours in your region.
Full Access to Documentation
Your Premium Services program will include unique access to technical documentation, such as troubleshooting guides and a repository of articles for knowledge transfer and sharing.
Core Services
Designed to support the delivery of many of Fortra Email Security's deployed solutions for varied organizations, Fortra's Core Services tier includes Lite training and one Advanced health check at the 3-month mark, which is comprised of:
Hands-on Lite Training
Product training is an important part of deployment success and maximizing ROI. Your Lite hands-on training via one remote session will ensure your staff is proficient on Fortra cloud-based email security solutions, covering:
- Internet Standards & Architecture discussion
- User Interface walk-through
- Key features tutorial
- Open Q&A session
Success Tracking
Success criteria defines how the stakeholders in your organization will measure the success of the project. At the 3-month mark, we will conduct one advanced health check that examines:
- Your specific organizational settings
- Account permissions
- Active & defensive domain posture review
- And more!
Business Services
Designed to support the delivery of Fortra Email Security's deployed solutions for complex organizations, our Business Services tier includes 2 Advanced health checks, training and more comprised of:
Hands-on Advanced Training
Product training is an important part of deployment success and maximizing ROI. Your Advanced hands-on training via one remote session will ensure your staff is proficient on Fortra cloud-based email security solutions, covering:
- Internet Standards & Architecture discussion
- User Interface walk-through
- Key features tutorial
- Real training examples relevant to your organization
- How to integrate APIs or a SIEM solution
- Open Q&A session
Success Tracking
Success criteria defines how the stakeholders in your organization will measure the success of the project. At the 3-month & 9-month marks, we will conduct advanced health checks that examine:
- Your specific organizational settings
- Account permissions
- Inbound DMARC & hosted record reviews
- Active & defensive domain posture review
- Failure sample data review
- And more!
Assessment & Alignment
- Review the current state of your organization’s email security posture
- Provide guidance for 1 domain, authenticate up to 4 senders & review unapproved senders
- Advise on best practices observed for the top senders
Expert Services
Designed to operate as ad hoc professional service specialists, Fortra's Expert Services staff is on hand to provide your organization customized expert knowledge with a dedicated Professional Service consultant for support services as needed, including:
Dedicated Professional Service Consultant
Your dedicated Professional Service consultant will understand your email security roadmap – serving as your sole point of contact for questions, issues, and understanding opportunities for security improvements, plus:
- Offers continuous support as a dedicated resource familiar with the customer environment
- Understands your milestones for your Email Security roadmap and governance structure, ensuring it is shared and understood
- Engages with key stakeholders to identify specific goals
- Serves as the escalation point for all Email Security-related matters so that issues are resolved in a timely manner (consulting with an assigned support engineer when needed)
Mentoring & Hands-On Training
Your Professional Service consultant will deliver mentoring and ad hoc trainings to fast-track the onboarding of new teams on the solution, employ the solution's features, and provide assistance in product tuning and release briefings.
The SME will also advise on email security best practices, as well as offer practical advice and technical recommendations to ensure you make the most of your investment in Fortra's cloud-based email security solutions.
Performance Assessment & Alignment
Your SME can work with you to review the current state of your organization’s email security posture, and, where applicable, your organization’s security stack. This includes evaluating your business processes to gain efficiencies and operational resiliency in terms of:
- Status reviews of solution upgrades & any new requirements
- Assisting migrations to cloud and/or data centers
- Scaling up of existing environments for optimization
- Configuring of automation workflows with ability to create, update, or delete rules or data identification/sanitization
Deployment Administration/Documentation
Your Expert Services program will include access to the document environment and will provide user account and groups management for:
- Addition, modification & removal of users and admins
- Guidance for API & SSO configurations
- Granting of permissions
- Outbound connection management
- PGP/SSH Keys & SSL Certificate management
- Keys importing/exporting, creation, removal & updating
- Agents configuration
- Security policy changes
Fortra continues to be an email security ally to these leading companies and more.
