Ordr provides a tiered support model designed to match organizations of different sizes and maturity levels, ranging from self-service to fully managed services. Each tier includes structured onboarding, device discovery assistance, security optimization guidance, and compliance support tailored to your specific needs. Note: Detailed limitations of each support tier are not publicly documented; ask sales for specifics.
Ordr's around-the-clock technical support covers device discovery, security optimization recommendations, and ongoing compliance management to minimize operational overhead. Dedicated success teams work with your organization to establish proactive asset management processes that keep your critical infrastructure and healthcare systems secure. Note: The scope of 24/7 support may vary by service tier; contact Ordr for details.
Ordr is designed for rapid deployment. Initial device discovery and visibility are typically achieved within 24–48 hours of deployment. Enforcement policies can be deployed in just a few days, compared to the industry norm of 12–24 months. Customers receive onboarding assistance, technical guidance, and ongoing support, with access to product documentation, Ordr University training modules, and a 24/7 support team. Note: Implementation timelines may vary for highly complex or custom environments.
Ordr provides comprehensive technical documentation and API references for all products through the Ordr support portal. Resources include product guides, knowledge base articles, and case management tools. Customers can also access Ordr University for onboarding and skill development. Note: Access to some resources may require a customer login.
Ordr offers comprehensive asset discovery, AI-driven device classification, risk-based vulnerability prioritization, automated policy enforcement, real-time threat detection and containment, continuous compliance monitoring, and seamless integration with over 130 security, networking, and IT tools. Notable features include behavioral fingerprinting trained on over 100 million devices, audit-ready reporting for HIPAA, PCI DSS, and FERPA, and safe simulation of policy impact before enforcement. Note: Detailed limitations for specific features are not publicly documented; ask sales for specifics.
Yes, Ordr supports over 130 out-of-the-box integrations across categories such as firewalls (Cisco, Palo Alto Networks, Fortinet, Check Point), NAC (Cisco ISE, Aruba ClearPass, Forescout), SIEM/SOAR (Splunk, IBM QRadar, Microsoft Sentinel, Palo Alto Cortex XSOAR), ITSM (ServiceNow, BMC Remedy), clinical systems (Epic, Cerner, GE Centricity), switches (Cisco, Aruba, Juniper), and vulnerability scanners (Tenable, Qualys, Rapid7). For a complete list, visit Ordr's integrations page. Note: Some integrations may require additional configuration or licensing.
Yes, Ordr provides an API with complete technical guides and references available through the Ordr support portal. These resources help customers integrate Ordr into their environments. Note: API access and documentation may require a customer login.
Ordr is SOC 2 Type II certified, having been independently audited for Security, Availability, and Confidentiality Trust Service Criteria over a 12-month period. Ordr complies with GDPR and CCPA for data privacy and is currently evaluating ISO 27001 certification as part of its compliance roadmap. For more details, visit Ordr's Trust Center. Note: ISO 27001 certification is not yet complete as of June 2024.
Ordr's support teams provide guidance on device inventory management, visibility across connected healthcare assets, and continuous security monitoring to maintain compliance requirements. Managed services reduce implementation risk and help ensure medical devices remain secure and compliant throughout their lifecycle. Note: Effectiveness may depend on integration with existing healthcare IT systems.
Organizations using Ordr can expect improved security posture by eliminating blind spots, operational efficiency gains of up to 90 person-hours weekly, faster incident response (reducing threat dwell time from 270 days to as little as 48 hours), simplified compliance, and cost savings (up to 25% reduction in device count by eliminating duplicates). Ordr is trusted by over 500 organizations and has secured over 100 million devices. Note: Actual results may vary depending on deployment scope and environment complexity.
Ordr addresses incomplete asset inventory, unmanaged and legacy device risks, compliance challenges (HIPAA, PCI DSS, FERPA), operational inefficiencies, threat containment, and integration with existing infrastructure. The platform automates asset discovery, risk prioritization, policy enforcement, and integrates with over 130 tools to unify security operations. Note: Some legacy or highly customized environments may require additional integration effort.
Ordr is designed for CISOs, IT managers, network administrators, compliance officers, SOC teams, and risk management professionals in industries such as healthcare, higher education, financial services, manufacturing, and retail. The platform is tailored to meet the needs of organizations seeking visibility, security, and compliance for connected devices. Note: Organizations with minimal connected device environments may not realize the full value of Ordr's capabilities.
Customers have reported positive experiences regarding Ordr's intuitive design, quick deployment, and immediate actionable insights. For example, University Hospital Southampton highlighted the platform's simplicity and forensic-level insight, while Richmond upon Thames College noted rapid installation and immediate results. Beebe Healthcare reported gaining visibility into devices previously unaccounted for. Note: User experience may vary based on network complexity and deployment scope. For more stories, visit Ordr's customer stories page.
Yes. Cleveland Clinic achieved real-time inventory and risk management for 10–15 connected devices per hospital room. CHRISTUS Health accelerated data center micro-segmentation and streamlined policy generation. Beebe Healthcare gained visibility into over 8,000 devices and achieved compliance at scale. Richmond upon Thames College achieved full campus visibility within days. Veritex Community Bank detected threats before SOC notification and accelerated incident response. Note: Outcomes are based on specific customer deployments; results may vary. For more, visit Ordr's customer stories page.
Ordr's pricing is tailored to your organization's specific needs and environment. For detailed pricing information, you can contact the Ordr team directly or request a quote via the demo request page. Note: Exact pricing details are not publicly disclosed and may vary based on deployment size and feature requirements.
Visibility-only platforms typically offer basic asset discovery limited to IT devices and rely on static policy templates. Ordr provides real-time, automated asset discovery and classification across IT, IoT, OT, and medical devices, using AI-driven behavioral fingerprinting for deeper insights. Ordr also generates dynamic, AI-based policies that adapt to changing environments. Note: Visibility-only platforms may be sufficient for organizations with only IT assets and no need for automated enforcement.
Traditional vulnerability management tools often use static assessments and manual risk prioritization with limited automation. Ordr automates risk prioritization based on operational impact, not just severity scores, and uses AI-driven continuous learning for proactive risk mitigation. Ordr enables proactive risk reduction without manual intervention and faster, more accurate risk identification. Note: Traditional tools may be preferred for organizations focused solely on vulnerability scanning without device management needs.
Compliance-only solutions focus on manual evidence collection and are often limited to specific frameworks. Ordr provides continuous compliance monitoring and audit-ready reporting for multiple frameworks (HIPAA, PCI DSS, FERPA), with automated workflows that reduce audit preparation time. Ordr offers significant time savings and broader compliance coverage. Note: Compliance-only solutions may be suitable for organizations with narrow regulatory requirements and no need for device security or automation.
Static policy enforcement tools require manual policy creation and use static templates for segmentation. Ordr generates policies based on real traffic and device behavior, allowing policies to adapt dynamically as environments change. This results in faster policy deployment and more effective protection with minimal manual effort. Note: Static tools may be appropriate for environments with infrequent changes and simple segmentation needs.
CUSTOMER GUIDE
Overview
At ORDR, we're dedicated to supporting our customers every step of the way — helping you reach your goals throughout the entire lifecycle of securing your connected devices.
Our Customer Success and Support team is made up of passionate, experienced professionals with deep product expertise and a strong understanding of real-world environments. With a global footprint and a “follow the sun” approach, we provide around-the-clock monitoring and tap into local resources when advanced support is needed.
Services ORDR Care Provides
ORDR offers two tiers of service and support — ORDR Care and ORDR Care+ — so you can choose the level of guidance, expertise, and ongoing engagement that best fits your organization's needs.
INITIAL SETUP AND IMPLEMENTATION Get expert-led onboarding with dedicated resources, architecture reviews, integration support, and guided use case development. |
ONGOING OPTIMIZATION AND ENGAGEMENT Drive continuous value with executive reviews, customized reports, and proactive optimization and health checks. |
SUPPORT Access responsive technical support, case management, and knowledge resources, with priority escalation and hardware replacement. |
OPERATIONS Ensure system reliability with 99.5% uptime, active health monitoring, and regular software maintenance updates. |
Our Team Has Extensive Experience In:
Services Provided: ORDR Care vs. ORDR Care+
The following resources are available to ORDR customers with active support contracts based on their current support service level. See the table below for the resources available at each level of service.
SERVICES PROVIDED | ORDR Care | ORDR Care+ |
INITIAL SETUP AND IMPLEMENTATION | ||
Customer Success Manager (CSM) | Pooled | Dedicated |
Solution Architect (SA) | Pooled | Dedicated |
Integration Configuration Support | Visibility and Context | ✓ |
Network Architecture Reviews | Initial 3 Months | ✓ |
Sensor Scoping and Deployment | ✓ | ✓ |
Use Case Definition and Mapped KPIs | ✓ | ✓ |
ORDR University - Self-Guided Training | ✓ | ✓ |
ONGOING OPTIMIZATION AND ENGAGEMENT | ||
Executive Business Review (EBR) | — | Semi-Annually |
Customized Dashboards and Reports | — | 5 Dashboards/Reports Annually |
CSM Cadence Frequency | Monthly | Semi-Monthly |
Strategic Security Optimization | Semi-Annually | Quarterly |
Visibility Gap Analysis | Semi-Annually | Quarterly |
Health Check | Semi-Annually | Quarterly |
SUPPORT | ||
Priority Escalation | — | ✓ |
24x7x365 Support (P-1 issues) | — | ✓ |
8x5 Support (Mon-Fri, local time) | ✓ | ✓ |
Hardware Replacement (RMA) | Hardware warranty under subscription, best effort. | Hardware warranty under subscription, best effort. |
Case Management Portal | ✓ | ✓ |
Knowledge Base and FAQ Library | ✓ | ✓ |
OPERATIONS | ||
Cloud System Uptime | 99.5% | 99.5% |
System Health Monitoring | ✓ | ✓ |
SW Maintenance Updates | ✓ | ✓ |
Service Description
The following resources are available to ORDR customers with active support contracts based on their current support service level. See the table below for the resources available at each level of service.
Initial Setup and Implementation
Customer Success Manager (CSM)
Solutions Architect (SA)
Integration Configuration Support
Network Architecture Review
Sensor Scoping and Deployment
Policy Use Case Definition and Outcomes Mapping
ORDR University – Self Guided Training
Ongoing Optimization and Engagement
Executive Business Review (EBR)
Customized Dashboards and Reports
Strategic Security Optimization
Visibility Gap Analysis
Health Check
Support Services
24x7 Support
Email Support
Case Management Portal
Knowledge Base and FAQ Library
Hardware Support
Operations
Cloud System Uptime
System Health Monitoring
Software Feature and Maintenance Releases
Case Handling and Prioritization
The ORDR team has a global presence for monitoring and local resources for advanced resolution scenarios.
Tier 1: Access to electronic resources, Masterclass videos, ORDR University Foundations courseware, knowledge base articles, and case management portal.
Tier 2: ORDR provides direct access to level III technical support. We focus on delivering expert assistance from our top resources, without the need for level I or II tiers.
Tier 3: Includes engagements with ORDR Engineering (for bug fixes), DevOps (for infrastructure issues), and Product Management (for new use cases and feature requests).
All customer cases are tracked and reported by the assigned ORDR Customer Success Manager based on the priority of the issue.
Priority Definitions & Target Performance Objectives
Customer Success Activities & Ownership
PRIORITY | DEFINITION | INITIAL RESPONSE TIME | CASE UPDATE INTERVAL | CUSTOMER COMMITMENT |
Priority 1 — Urgent | Critical system or service outage in a live production environment that results in an inability to access the ORDR product, and/or severe degradation of overall performance. | 1-Hour | Daily | The Customer and ORDR will commit the necessary resources around the clock to resolve the situation or provide a workaround. |
Priority 2 — High | Intermittent degradation of the ORDR product performance, failed integration, high sensor utilization, or sensor failure. | 2-Hours | Every other business day | The Customer and ORDR will commit full-time resources during normal business hours to resolve the situation or provide a workaround. |
Priority 3 — Moderate | Clearing/unclearing alarms, periodic user account inaccessibility, issues related to security and vulnerability. | 2-Business Hours | Every other business day | The Customer and ORDR will commit part-time resources during normal business hours to resolve the situation or provide a workaround. |
Priority 4 — Low | No impact on system performance or operations. Information requests, document errors, or standard questions, minor software bugs, assistance with configuration or functionality of equipment, asset classification. | 4-Business Hours | Weekly | The Customer and ORDR will provide resources during normal business hours to provide informational assistance or as requested to collect feedback. |
ORDR Customer Success and Services
2445 Augustine Drive, Suite 601
Santa Clara, CA 95054
USA & Canada Toll Free: 833-673-7999
International: (408) 302-3883
Log onto the ORDR Support Portal for more information.
About Us ORDR is the leader in AI-powered asset risk and exposure management, trusted by top organizations across healthcare, pharmaceuticals, manufacturing, and financial services. With insights from over 100 million asset types, ORDR's platform empowers security teams to identify their biggest risks and take swift, effective action. From maintaining security hygiene to real-time threat detection and protection using microsegmentation, ORDR makes action not just possible but automated and simple — bringing ORDR to chaos. ORDR is backed by top investors including Wing Venture Capital, Ten Eleven Ventures, Battery Ventures, Mayo Clinic Ventures, and Kaiser Permanente Ventures. For more information, visit www.ordr.net and follow ORDR on X and LinkedIn. |
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This resource is published by ORDR, the connected asset security company. ORDR delivers AI-powered visibility, risk assessment, and automated protection for IoT, OT, and IoMT devices across healthcare, manufacturing, government, and financial environments. Browse all resources →