Material Success Plans
Material is committed to driving technical and business outcomes that matter most to our customers.
Support
Unlimited access to services like virtual onboarding materials, documentation, release updates, & new feature videos.
Global 24/7 support over Slack, Teams and Email
First Response SLA*
Quarterly insights report
Access to Material user groups
Support
Unlimited access to services like virtual onboarding materials, documentation, release updates, & new feature videos.
Global 24/7 support over Slack, Teams and Email
First Response SLA*
Quarterly insights report
Access to Material user groups
Dedicated customer engineer
Recurring syncs
Quarterly business reviews
Unlimited access to services like virtual onboarding materials, documentation, release updates, & new feature videos
Global 24/7 support over Slack, Teams and Email
First Response SLA*
Quarterly insights report
Access to Material user groups
Dedicated customer manager
Recurring syncs
Quarterly business reviews
How are Material Security services different?
Accessible globally
Our global team of real human beings are available 24/7 to answer all of your Material Security product questions.
Driven by excellence
Material offers responsive, human-driven services across all levels of Success plans.
Strategically aligned
The support team provides strategic advice, product expertise and advocacy. Material's team is committed to the outcomes that matter most to you.
Support Services
Material believes that an excellent customer experience provides the technical product support you need at the time you need it, through the channel (Slack, Teams, Email, and Customer Portal) that works for you. Every Success plan provides you with 24/7 access to team members that will answer all of your Material Security product questions.
How-to questions
Get fast responses on how to use core capabilities and data access options.
Access and availability
Help to login, access features, or when the performance of the product has degraded from normal conditions.
Technical issues
Let us know if the behavior of the product is not working as previously configured.
Feature requests
Tell us when you have ideas for new capabilities to add to the product roadmap. The product team has access to support channels.
Best practices
Get guidance from our internal experts on how to achieve your security goals, or how to integrate Material into your security workflows.
Customization
When you’d like to use the product to achieve an outcome unique to your organization, support can be your guide.
Success Services
We aim to understand your business and align Material’s capabilities to your business initiatives and help you drive the outcomes that matter most.
We’ll monitor your Material adoption and satisfaction metrics to ensure you get the most out of the products you own, provide insight into Material’s product roadmap, and proactively identify ways we can deliver incremental business value.
Trusted by the best and brightest companies
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"I can say with confidence that every member of the team cares about security and our success."
Devdatta Ackhawe
Head of Security, Figma
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What customers are saying
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The Material team was super helpful in getting us up and running. Unlike other vendors, they weren’t rushing things and checked to ensure everything worked properly. I wish all my other vendors were like this.
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The one thing that’s always impressed me with Material is that they are usually a step ahead in terms of my feature requests. Every time we go over the roadmap, 90% of the things I came into that meeting wanting to request are already on there with a deliverable date.
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The whole onboarding process was very white glove and entertaining all of the questions, walking us through all the different components, walking us through here's what we're seeing other customers do, here's our best practices, here's how you minimize any impact to the organization really helped us.
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Material understands the customers’ needs. They answer questions before my team can even say them. It is really rare to find a company that does so well from a technology and infrastructure standpoint that also matches the high bar with customer service and level of care.
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Material is always pushing to get us the latest info, alerts on things we should be considering, and more. They are extremely thoughtful about their product and customers which differentiates them from other security vendors.
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It's that very white glove service that a lot of other vendors will try, but they don't have the sustained focus on a single customer—something we continue to receive from Material even after the initial deployment. Material has helped make our job easier versus adding more work to our plate.
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Material's support is the beacon of how vendor relationships should be. Pretty unanimously across the board, everybody rants and rates about the support that we get from you.