Varonis support and service levels describes the Support Services that Varonis provides to subscribers of its SaaS platform, the availability commitment and service credits attached to them, and the response-time targets for its managed data detection and response (MDDR) service. The governing document is the Varonis Service Level Agreement (SLA), headed “Last updated – January 2025”. It states that it describes the Support Services and applies to all subscribers who have paid the applicable fees, that it is part of the subscription services agreement, and that if the two conflict the SLA controls.[1] The Subscription Services Agreement defines Support Services as “the provision of Updates and technical support by Varonis pursuant to its SLA”, and makes Support Services one of the two kinds of Services alongside Additional Services.[2]
Support is not priced as a separate line in the documents reviewed. The SLA applies to subscribers who have paid the applicable fees, and service credits are expressed as a percentage of the “Applicable Fee”.[1]
Scope of Support Services
Section A.1 of the SLA lists what Support Services include:[1]
- web-based and telephone support for installation and general-use questions;
- access to the Support Portal, the Knowledgebase and the Subscriber Community, including creating, updating and managing support cases online, unlimited Knowledge Base access and unlimited access to technical documents;
- use of a dedicated toll-free number; and
- two named contacts for the subscriber.
Varonis makes Updates of the Subscriber Program available “if and when” it makes them generally available to its other subscribers, and has no responsibility for the subscriber’s failure to install them correctly and on time. The SLA defines Updates as new versions, modifications, work-arounds, upgrades, patches, error corrections, improvements, fixes, releases, hotfixes, service packs and feature packs designed to optimise or repair the Subscriber Program, and says they “shall not include any new functionality, features or modules offered by Varonis as separate or additional products, components or add-ons.”[1] That sentence is the contractual basis for treating newly launched modules as separately licensed items; a licence manager can compare it with the product list in Varonis Data Security Platform products.
Supported versions
Support is provided only for the current and available version of the Subscriber Program. Each Version is supported for as long as it is the current Version and for an additional six months after the release of the next Version; the SLA’s example is that Version 1.4 is supported while current and for six months after Version 1.5 is released, even if later Versions appear in that period. A Version is a release denoted by a change in the first or second numeral of the release number, and Versions do not include new functionality offered as separate products.[1] A Subscriber Program version that is no longer current, and whose successor was released more than six months earlier, therefore falls outside the window.
Hours and time zones
The SLA sets regional hours of operation: Monday to Friday, 09:00 to 21:00 Eastern time for North America; 09:00 to 21:00 Central European Time for EMEA; and 09:00 to 21:00 China Standard Time for APAC. Each subscriber may choose only one of the three time zones, and if none is chosen Varonis sets it from the address on the purchase order. That zone governs support hours wherever the software is installed or used.[1] The public support page lists support hours for the Americas as 9 a.m. to 9 p.m. ET, for Europe, Africa and the Middle East as 9 a.m. to 9 p.m. CET, and for Asia-Pacific as 6 a.m. to 6 p.m. CST, and notes that support may be limited during major holidays.[3] The Asia-Pacific hours on the support page differ from those in the SLA. Where they conflict the SLA, as the contract document, is the better reference.
What is excluded
Section A.4 lists items outside Support Services:[1]
- operating systems and third-party applications;
- alterations to the services by the subscriber or third parties;
- use other than as authorised in the agreement;
- services announced as End of Life, including unsupported Versions;
- escalations from personnel other than the named contacts;
- issues for which Varonis supplied corrections the subscriber did not implement, or data requested but not provided in a timely manner;
- Evaluation Subscriptions, beta versions, private preview features and early-access offerings, which Varonis may change, discontinue or later charge for;
- “any migration services”; and
- performance issues when the environment does not meet Varonis’ sizing recommendations.
The exclusion for migration services bears on the move from self-hosted software. Varonis has stated that for remaining self-hosted customers a specialist team handles each migration to SaaS,[8] but the SLA itself does not bring migration within Support Services. The exclusion for End of Life offerings is relevant for the same reason: the legacy self-hosted product was announced for end-of-life by 2026-12-31.[8]
Availability commitment and service credits
Commitment
Varonis “will use commercially reasonable efforts” to assure that the subscriber can access the web application of the Subscription Services at least 99% of the time, measured by Varonis over twelve-month periods. This is an efforts-based commitment measured by Varonis, and the SLA says that if a dispute arises Varonis will decide in good faith from its system logs, monitoring reports and configuration records, which it will make available for review on reasonable prior written request, case by case, subject to privacy and security protections.[1]
The commitment does not apply to issues resulting from scheduled maintenance of which Varonis gave at least three days’ notice (planned, where possible, on weekends); unscheduled maintenance required to prevent or address substantial harm; force majeure; the actions or inactions of the subscriber, an authorised user or a third party, including failure to set up and operate the service in accordance with the agreement, equipment, connectivity, software or hardware issues, or penetration testing by the subscriber; and Varonis’ exercise of its rights under the agreement or law, including suspension or termination.[1]
Credits
Credits apply in any calendar year in which availability falls within the bands in the SLA table, expressed as a percentage of the Applicable Fee:[1]
| Annual availability | Service credit |
|---|---|
| Below 99% and at least 97% | 2% of Applicable Fee |
| Below 97% and at least 95% | 4% of Applicable Fee |
| Below 95% and at least 93% | 8% of Applicable Fee |
| Below 93% and at least 90% | 10% of Applicable Fee |
| Below 90% | 20% of Applicable Fee |
To claim, the subscriber must open a support case within thirty days after the end of the calendar year in which the commitment was not met, with “SLA Credit Request” in the subject line, the year and the dates and times of each incident, and logs or other evidence of the failure. A claim that omits the required information disqualifies the subscriber. If Varonis confirms the shortfall it issues a note applying the credit towards the next invoice. Credits are not a refund, cannot be transferred or applied to another account, and in aggregate cannot exceed 20% for each annual subscription period. The SLA states that credits are the subscriber’s sole and exclusive remedy for a failure to meet the availability commitment.[1]
Three practical points follow for contract managers. The credit base is the “Applicable Fee”, a term the SLA uses without a stand-alone definition, so the fee on which the percentage is calculated should be confirmed against the Purchase Confirmation. The claim window is short and calendar-year based, which may not match the subscription year. And, because credits are the exclusive remedy, a failure to meet the commitment does not by itself give a right to terminate under the SLA.
Error severity and response times
Section C sets response times, measured as “the time between Subscriber’s initial contact and the acknowledgment response by Varonis”. They run during the hours of operation chosen by the subscriber, and apply only if the subscriber cooperates by providing reproducible results.[1]
| Severity | Description | Response time |
|---|---|---|
| 1 | Core components non-operational and no known work-around | Up to 2 hours |
| 2 | A major component not functioning and no work-around, but core functionality still supported | Up to 4 hours |
| 3 | A minor component not functioning | 24 hours |
A Severity 1 case is raised through the portal or by phone. Varonis’ escalation process is at its discretion; a subscriber dissatisfied with a response may ask for escalation to a Support Team Lead or the Director of Technical Support, and Varonis then coordinates a call or meeting to gather the data needed.[1] The response time is an acknowledgment target, not a resolution target.
Subscriber obligations
Section D requires the subscriber to ensure the readiness of its hardware, systems and environment; cooperate with Varonis’ requests, which may include remote access to the relevant systems and environments (including the Subscriber Program) and the required permissions and configurations; provide all available information about reported errors and take reasonable measures to gather more; and ensure its named contacts are available and knowledgeable.[1] The Subscription Services Agreement adds that provision of the services is contingent on the subscriber’s full compliance with the agreement and the documents it refers to, including the Documentation and the SLA, and that Varonis will not be liable for a failure arising from non-compliance.[2]
Warranty link
The performance warranty in the agreement ties back to the SLA. Varonis warrants that during the subscription period the service will conform in all material respects to the Documentation; its sole liability and the subscriber’s exclusive remedy is to remedy or replace the non-conformance in accordance with the SLA.[2] The agreement also allows Varonis to suspend the service for overdue payment, which the SLA excludes from the availability measurement.[1][2]
Managed data detection and response
MDDR is a distinct service with its own response targets. Varonis announced it on 2024-03-05 as a “24x7x365 threat detection and response service” combining its detection technology and automation with a global team of threat hunters, forensics analysts and incident responders. The announcement states: “Varonis MDDR offers a 30-minute response for ransomware attacks and a 120-minute response for all other alerts”, together with proactive threat hunting and monthly security assessments, and says the service is delivered on top of the cloud-native Data Security Platform.[4] The MDDR product page repeats the two targets and adds that, in a security incident or breach, the MDDR team provides support around the clock with evidence collection, analysis and reporting both within and outside the platform until the issue is resolved or the investigation concludes.[7]
How MDDR sits against the standard subscription is described on the platform page: “All customers get proactive threat hunting and posture assessments with their SaaS subscription. Upgrade to MDDR and we’ll watch your data and respond to alerts 24x7x365.”[5] In other words, MDDR is presented as an upgrade to a subscription and not as a feature of every subscription. A January 2026 deployment article adds that the MDDR team begins triaging and responding to alerts 24x7 immediately, “even during a POC”.[6] These sources are marketing and announcement pages, not contract terms, and they do not say whether the MDDR targets are contractually binding service levels, whether credits apply, or how MDDR is priced. A licence manager should confirm in the Purchase Confirmation or a service description that the 30-minute and 120-minute targets are commitments and what remedy applies if they are missed. See MDDR response SLA.
Evaluation and preview offerings
Evaluation Subscriptions, private preview and beta features are provided under section 12 of the agreement as-is, without warranties or any obligation to provide Services, and the SLA excludes them from Support Services.[2][1] A feature enabled during a preview should therefore not be assumed to carry the availability commitment or response times described above.
Out of scope
This article does not cover professional services or additional services (penetration testing, forensics, deployment services), which the agreement leaves to separate terms or statements of work; premium or named-engineer support packages if Varonis offers them; the Varonis Concierge service named on its platform page, for which no terms were found in the documents reviewed; or the legacy support terms of the self-hosted product.