Support and Services Offerings
Secure Computing offers the most comprehensive package of services and support available to our customers. These services are designed to ensure that our customers succeed with their security goals and maximize their benefits.
Secure Computing offers 6 types of Support and Services to customers. Some are included with the product purchase, others are additional cost.
- Customer Service
- Available 24 hours/day, Customer Service includes activities such as licensing and activation, product integration coordination, accounts for web resources, and technical training coordination.
- Technical Support
- Available 24 hours/day, Technical Support includes activities such as award-winning Live Answer, post sales support, inbound queue queries, technical resolutions, and primary liaison between customers and Secure development team.
- Expanded support offered through local resellers in local languages in Japan, Singapore, UK, France, Germany, and Dubai.
- Self-Help Tools
- Web-based Virtual training
- Available for selected products for those who don’t have the ability to attend formal classes.
- Knowledge Base
- Updated daily with thousands of pertinent articles, the Knowledge Base is a self-help option that contains thousands of hints, tips, and best practices for all Secure’s products.
- Web-based Ticketing and Reporting
- An alternate option for customers to open and manage support tickets 24 hours a day.
- Online Customer Forums/Communities. In addition to the officially sponsored Knowledge Base, there are online user forums/communities.
- Additional online services include patches, upgrades, and SecureNews updates.
- Training
- Classes available on all enterprise Secure products are offered either at our training centers or on the customer's premise.
- Authorized training centers through partners are available in the UK, Germany, Middle East, Australia, and multiple US cities.
- Network Services / Onsite Services
- Provides cost-effective solutions for all Secure customers, to enhance their network security and reliability.
- Activities include customer site post-sales services, product integration and consulting, security services, product audits, and pre-sales support for qualified evaluation customers. Specific planning services available are:
- Network Architecture Security Assessment
- E-Commerce Assessment and Implementation Recommendation
- Extranet Disaster Recovery Plan Assessment and Development
- Security Policy Assessment and Development
- Product Audit and Configuration
- Enterprise Account Management (EAM)
- Provides assigned Technical Account Manager responsible for ensuring that customer issues are being worked and resolved. EAM activities include:
- Onsite architecture review and consulting
- Proactive monitoring including a weekly review of log files, reports, weekly Knowledge Base updates, etc. to determine the health and performance of Secure's appliances
- Environmental contextual comparison that can be used to recommend potential architectural changes
- Case management of all issues including a quarterly summary report
- Priority escalation of issues
- New version and roadmap reviews
- Upgrade and installation planning and coordination
- Traffic and trend analysis
- Up to 4 students for scheduled training classes with guaranteed priority seating
Resources: (note: some resources are for existing customers only and require logins/passwords)
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