Harmony SASE support is designed to help organizations deploy, run, and optimize their SASE environment so users can access applications and data securely and reliably. Key areas of support include: 1. Technical support - Help resolving technical issues, errors, and connectivity problems in the Harmony SASE environment - Troubleshooting login issues, configuration questions, and usage guidance - Assistance with performance problems, network disruptions, and configuration inconsistencies 2. Implementation assistance - Support for deploying Harmony SASE into your existing network - Help integrating Harmony SASE with third‑party systems - Guidance on rollout planning and best practices 3. Configuration and policy assistance - Help designing and configuring SASE policies and rules - Detailed guidance on firewall policies, VPN setups, and secure web gateway configurations 4. Monitoring and reporting support - Assistance with traffic monitoring and threat visibility - Help analyzing network performance issues to maintain security and stability 5. Escalation and expert engagement - Tiered support structure that routes complex issues to specialized teams (Tier 3 and Tier 4) - Collaboration with R&D when deeper architectural or software issues are involved 6. Training and knowledge transfer - Access to documentation, knowledge base articles, and best practices - Training and guidance so your IT team can manage and operate the platform independently Overall, Harmony SASE support is focused on keeping your environment secure, efficient, and resilient while helping your internal teams build confidence in operating the platform.

Harmony SASE uses a tiered support model so that each issue is handled by the right level of expertise and can be escalated efficiently when needed. Here’s how the main tiers work: Tier 1 – Primary Support (Technical Product Support) - Focus: Initial support for everyday issues - How they help: - First point of contact via phone, email, or support portal/chat - Handle common issues such as login problems, basic configuration questions, and usage guidance - Provide information on basic product functionality and direct you to relevant knowledge base articles - Collect key information (logs, error messages, screenshots) to understand the issue - Create and classify tickets by severity and priority - Resolve issues that have predefined solutions (e.g., password resets, minor configuration fixes, FAQs) - Escalation: If the issue cannot be resolved at Tier 1, it is escalated to Tier 3 for deeper investigation. Tier 3 – Advanced Technical Product Support - Focus: Complex, technical issues that require expert-level knowledge - How they help: - Perform advanced troubleshooting using detailed log analysis and configuration reviews - Diagnose root causes of performance bottlenecks, network disruptions, and configuration inconsistencies - Provide detailed configuration guidance for features like firewall policies, VPN, and secure web gateways - Support complex integrations with third‑party systems - Work with internal development teams or hardware vendors to apply hotfixes, patches, or system updates - Escalation: If the issue involves deeper architectural questions or software defects, Tier 3 escalates to Tier 4. Tier 4 – Escalation Engineers (Extension of R&D) - Focus: R&D‑level support for rare, complex, or cross‑functional production issues - How they help: - Investigate issues with full access to internal source code for review and debugging - Provide code‑level fixes in the form of hotfix patches or planned fix versions - Support customer‑facing teams with complex implementations and automation to reduce complexity and improve stability - Coordinate with relevant R&D stakeholders as a matrix manager Escalation process and communication - Issues are logged and categorized by severity (P1–P4) when you open a ticket - If Tier 1 cannot resolve the problem, it is escalated to Tier 3, and if needed, to Tier 4 and R&D - Throughout the process, the support team documents all steps (logs, configurations, previous attempts) and keeps you updated on status and expected timelines This structure helps ensure that simple issues are resolved quickly, while complex challenges get the depth of expertise they require.

Harmony SASE support is built around defined SLAs, clear severity levels, and a 24/7 on‑call model so that critical issues can be addressed quickly, regardless of time zone. Severity levels and examples Harmony SASE uses four main severity levels: - Severity 1 (Critical) - Criteria: Software or service is completely inaccessible, or most functionality is unusable, with critical impact on business operations if not restored quickly (within the next 30 minutes). - Typical examples: Complete network outage, major service disruption affecting a large part of the organization. - Severity 2 (Major) - Criteria: One or more key features are unusable for a significant number of users, or basic actions cannot be performed, and no immediate workaround is available. - Typical examples: Core SASE features down for many users, major degradation in essential functions. - Severity 3 (Minor) - Criteria: Features are not operating fully in line with documentation, but there is no significant loss of core functionality; functionality may be noticeably impaired, but work can continue. - Typical examples: Degraded performance of non‑critical features, minor defects targeted for future updates. - Severity 4 (Low) - Criteria: Enhancements, new functionality requests, information requests, or general assistance (including privacy and compliance questions). - Typical examples: How‑to questions, configuration guidance, feature requests. Response time targets (after receipt of support request) - Severity 1 (Critical): 30 minutes - Severity 2 (Major): 1 business hour - Severity 3 (Minor): 2 business hours - Severity 4 (Low): 1 business day These response times define when the support team will acknowledge and begin addressing the issue, not necessarily the full resolution time. 24/7 on‑call support model - Continuous availability: Support and R&D engineers are available 24 hours a day, 7 days a week, including weekends and holidays. - Global coverage: Teams are located across EMEA and the USA, using shift‑based coverage and on‑call rotations. - Critical issues: For P1 critical incidents (such as outages or serious security events), an on‑call engineer is available to respond immediately. Tools and processes that support the SLA - Ticketing systems: Freshdesk (and later Salesforce) for external ticket management and escalation; Jira internally for bug and product issue tracking with R&D. - Remote diagnostics: Tools that allow support to remotely diagnose network issues and view real‑time data. - Knowledge base: Searchable documentation of common issues, solutions, and best practices. - Monitoring systems: Continuous monitoring of the Harmony SASE environment to detect potential issues before they affect service. For critical or recurring issues, the team may also perform a Root Cause Analysis (RCA) and share findings and preventive recommendations, helping you reimagine how you operate and maintain your SASE environment over time.