Customer Success & Support

Noname provides more than traditional customer success - we are your best advocate and your technical partner. Your satisfaction is our compass, and your success is our ultimate reward.

Noname Customer Success Portal

Your Success is our mission

At Noname, our mission is defined by fostering technical excellence and achieving optimal outcomes for our customers. This commitment is structured around the following principles:

Onboarding

Optimize

Operationalization

Adoption

Deployment

Training platform access

Add Traffic Source integration

Policies, Datatypes and Workflows

Add Environment Integration

Training How to Curate

100% Traffic source integration

Full-stack Remediation Workflows

Training ‘How to Operationalize’

Tuning and Refinement

Seamless Platform Onboarding

Our primary objective is to expedite your onboarding onto the Noname platform, ensuring a frictionless transition.

Solution Optimization

We provide comprehensive technical training and optimal product usage guidance so you can maximize your investment.

Dedicated Technical Advocacy

We shoulder the responsibility of not only addressing issues and concerns but advocating for your technical interests.

Noname Technical Support

At Noname, we understand the importance of seamless business continuity. That’s why we’re proactive in safegaurding your operations with our Service Interruption Monitoring. Our vigilant team is on standby 24/7, ready to detect and address portential disruptions before they impact your business.

Each support case is handled promptly and governed by the following Service Level Agreement parameters:

Security Levels

Severity Description

Response Time (standard tier, business hours)

Response Time (premium tier)

Critical

System is inoperable

2 hours from confirmation; efforts to correct problem begin immediately and continue throughout resolution.

30 minutes from confirmation; efforts to correct problem begin immediately and continue throughout resolution.

Highest

System is operable but major product features and functions are not operable

4 business hours; efforts to correct problem begin within same business day.

2 hours from confirmation; efforts to correct problem begin within 3 hours.

High

System is operable but major product features and functions are not performing properly

8 business hours; efforts to correct problem begin next business day.

4 hours from confirmation; efforts to correct problem begin within 8 hours.

Medium

System is experiencing minor operational problems

Item to be evaluated as part of roadmap / release plan.

8 hours from confirmation; efforts to correct problem will be evaluated for the next release in next patch or release.

Low

Low cosmetic or non-critical issues

Item to be evaluated as part of roadmap / release plan.

12 hours from confirmation; efforts to correct problem will be evaluated for the next release in the next patch or release.

Submit a support ticket

Unlock your technical excellence

We empower users with in-depth technical education right from the outset. Our training program offers an unparalleled opportunity to gain mastery over tools, processes, and best practices straight from the source.

Noname Customer Training

Engaging Instruction

Get ready for an immersive learning journey that keeps you engaged and ensures every concept is clear and actionable.

Hands-on Experience

Participants receive their own virtual machines (VMs) to apply what they’re learning actively for a truly interactive experience.

Flexible Learning

Whether you prefer self-paced learning, virtual sessions, or live instructor-led, our program is designed to fit your journey.

Team roles & responsibilities

Technical Account Manager

The Technical Account Manager (TAM) serves as a peer to the customer’s security engineers, establishing a collaborative partnership that ensures the alignment of our solutions with their security infrastructure.

Customer Success Manager

The Customer Success Manager (CSM) acts as the orchestrator of the entire engagement, leading efforts to conduct comprehensive QBRs, define success plans, and establish key performance indicators (KPIs).

Customer Deployment Engineer

The Customer Deployment Engineer (CDE) is adept at navigating the technical intricacies of deployment. This role specializes in technical solution design, streamlined deployment, platform configuration, and data optimization.

Technical Support Engineers

Technical Support Engineers (TSEs) are the customer’s dedicated technical troubleshooters. They offer Tier 1 and Tier 2 support, addressing inquiries and challenges with a deep understanding of our solutions.

Solution Architect

The Solution Architect (SA) understands the context of the customer’s needs and crafts solutions that seamlessly integrate into their environment to enhance operations and value.

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