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:
Information on End of Product Support (EOPS)
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 |
