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Customer Guide to RSA Technical Support

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on ‎2018-03-14 01:52 PM - edited on ‎2022-11-16 09:07 AM by Administrator rsalinkadmin Administrator

  • Best Practices forOpening a Support Case
  • Information on End of Product Support (EOPS)
  • RSA Holiday Schedule
  • Warranty and Replacement Parts
  • Service Level Objectives
  • Service Level Objectives for Basic Support
  • Service Level Objectives for Enhanced Support
  • Service Level Objectives for RSA Consumer Hosted Services

 

Best Practices for Opening a Support Case

For information on opening a support case and other information  you need to know when contacting RSA Technical Support, please see the  RSA Support Case Submission page, which covers:

 

  • Best Practices: Submitting a Case
  • Case Submission Options
    • The RSA Link Case Management Portal
    • Telephone Support and Your Premium PIN
    • Online Web Forms
  • Best Practices: Case Submission by Severity Level
    • Severity 1
    • Severity 2 and Below
    • Weekend and Holiday Support
  • Service Level Objectives (SLO) for Enhanced Support/Customer Success Manager (CSM)

 

 

Information on End of Product Support (EOPS)

  • General Product Version Lifecycle and Definition of Extended Support Offerings

Product Version Life Cycle 

RSA Holiday Schedule 

The RSA Holiday Calendar lists days throughout the year when RSA offices are closed.  For customers who have active support contracts,  technical support engineers are available to assist with your Severity 1 issues.  Contact support as your normally do to open a case.

 

 

Warranty and Replacement Parts 

For information on the warranty return policy for the RSA SecurID Appliance and RSA SecurID tokens, please visit the RSA Warranty and Replacement Parts Maintenance Table.

 

See the RSA Warranty and Replacement Parts Maintenance Table for a complete list of RSA products and product families, along with a summary of the warranty and maintenance terms and options available for each.

To start the process for returning defective RSA SecurID  tokens, complete the RSA Token warranty return form.

 

Read the RSA Statement on Safe Use and Disposal of RSA SecurID Tokens.

 

 

Service Level Objectives 

RSA has established guidelines for initial technical response, ongoing work effort and communication frequency based on contracted support coverage and  issue severity, as noted below.  The following  service level objectives  (SLOs) are intended to  provide a framework for setting mutual expectations, rather than to serve as a guarantee regarding RSA support resolution efforts.

 

Service Level Objectives for Basic Support

Severity Initial Response Work Effort Communication Frequency
1 2 hours (9 x 5) Continuous 9 x 5 during customer business hours until relief identified Once per day (business day only)
2 4 hours (9 x 5) Daily, during customer business hours only Every 2 to 3 days (business day only)
3 8 hours (9 x 5) Weekly, during customer business hours only Once a week
4 12 hours (9 x 5) Every other week during customer business hours Once a month

 

 

Service Level Objectives for Enhanced Support

Severity Initial Response Work Effort Communication Frequency
1 1 hours (24 x 7) Continuous 24 x 7 until relief identified Every 3 to 4 hours, 7 days/week
2 3 hours (24 x 7) Daily, during customer business hours Once per day, business hours
3 4 hours (9 x 5) Weekly, during customer business hours only Once a week
4 10 hours (9 x 5) Every other week, during customer business hours only Twice a month

 

 

Service Level Objectives for RSA Consumer Hosted Services

Severity Initial Response Work Effort Communication Frequency
1 1 hours (24 x 7) Continuous 24 x 7 until relief identified Every 3 to 4 hours, 7 days/week
2 3 hours (24 x 7) Daily, 9 x 5 Once per day, business hours
3 4 hours (9 x 5) Weekly, 9 x 5 Once a week
4 10 hours (9 x 5) Every other week, 9 x 5 Once a month
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Version history
Last update:
‎2022-11-16 09:07 AM
Updated by:
Administrator rsalinkadmin Administrator
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