Software Support Information

Telephone: +1.763.694.4350 or +44.3300.271862 (UK direct) and ask for support.

NOTE: In an after hours emergency situation, call the appropriate number listed above or +1.651.229.5665 to reach a technical support analysts.

Technical Security Information

NetEx has all the details you need on technical security information, including download options, questions about security advisories and reporting confidentiality issues.

Obtaining Security Information from NetEx

Technical security information, including specific details about NetEx file transfer products, is distributed through a group of channels:

Through the NetEx website. Our newly enhanced and user-friendly site includes product documentation as well as technical papers, hints, tips, and FAQs to help you find what you need quickly and easily.
Via field notices. These notifications contain information about significant issues and security vulnerabilities that are important to our customers. Look for field noticed posted on the NetEx website.

In most cases, NetEx will not issue a field notice until a practical workaround for the particular security vulnerability has been identified. That allows us to convey additional information on temporary or permanent solutions to our customers. However, there may be instances when NetEx may issue a field notice in the absence of a practical workaround when the vulnerability has become widely known to the software "cracker" community.

As each security vulnerability case is different, NetEx may take alternative actions in connection with issuing security field notices. We may determine to accelerate or delay the release of a notice, or there may be instances in which we issue no notice at all.

NetEx does not guarantee that field notices will be issued for any or all security issues that customers may consider significant or that field notices will be issued on any specific timetable.

All aspects of these distribution procedures are subject to change without notice as well as in case-by-case exceptions. No particular level of response is guaranteed for any specific issue or class of issues.

NetEx Security Advisories and Notices

NetEx issues Security Advisories for issues that directly impact NetEx products when action is necessary to repair them. Additionally, NetEx issues Security Notices for issues that require a response to information posted on a public forum or recommendations to mitigate general problems affecting network stability.

Security Notices issued by NeEx are intended to avoid releasing information that would enable attackers to exploit security vulnerabilities. If certain technical information is not included in a security notice, it may have been omitted for security reasons and will not be released. However, our Support Department may be contacted for clarification of a Security Advisory or Security Notice. If you believe that you have found an error or critical omission in a Security Notice, please contact NetEx Support immediately.

Current listings of Security Advisories and Security Notices for NetEx products can be found on our website.

Reporting Security Incidents

Emergencies

Please contact NetEx’s Support Department via telephone at 1.763.694.4350 and identify the call as a “Security Emergency” for instances in which you:

Are under an active security attack
Believe you are about to be attacked
Are reporting urgent security bugs
Have other security emergencies involving NetEx products

Non-Emergencies

For non-emergencies such as security configuration "how-to" questions, clarifications about security field notices, software update requests, or other non-security-related issues, contact NetEx’s Support Department via telephone at 1.763.694.4350, via email at support@netex.com, or via NetEx’s web problem reporting tool.

Once you reach out to us, our Support Department will dispatch the appropriate personnel to assist you.

Incident Confidentiality

NetEx treats every support call as confidential. All support calls are documented in a case tracking database. If you require elevated confidentiality, please inform NetEx Support that your case is sensitive and ask that it not be recorded in the case tracking database. Your case will be dispatched directly to the appropriate personnel on a "need-to-know" basis within NetEx.

Our email address for reporting issues, support@netex.com, is designed for sensitive information and accessed only by designated NetEx personnel experienced in handling such matters. No unauthorized NetEx personnel have access to those communications.

Our NetEx team encourages customers to encrypt any sensitive information sent to us.

Incident Response Eligibility

Current NetEx customers receive incident response assistance for any incident in which a our product plays a significant role, regardless of whether there is an identified problem with the product.

Customers receive incident response assistance at no charge for any incident involving known or reasonably suspected security vulnerability in a NetEx product.

NetEx reserves the right to determine the type and degree of assistance it may offer in connection with any incident, and to withdraw from any incident at any time. Assistance beyond that which is offered at no charge (such as forensics, law enforcement, tracking or tracing attack sources, non-NetEx products, or very specialized security skills) may be available on a time-and-materials contract basis at NetEx’s current service rates.

Contact Summary

Security Emergencies

Contact NetEx’s Support Department via the telephone at 1.763.694.4350 and identify the problem as a “Security Emergency”.

Security Non-Emergencies

Contact Network Executive Software’s Support Department:

Via telephone at 1.763.694.4350
Via email at support@netex.com
Via the web to Report a Problem

The information in this notice is provided on an "as is" basis and does not imply a guarantee or warranty of any kind. Your use of this information or any linked information is at your own risk. NetEx reserves the right to change or update this information without notice at any time.