Make the most of the initial response from Technical Support by using the following guidelines:
Have your credentials ready. These are:
Your site ID, name and address;
The RSA product about which you are calling (product name and version, including service pack and patch level). F to resolve the issueor example, RSA NetWitness 11.0 or RSA Authentication Manager 8.2 SP1 patch 2; and
Your RSA product identification (serial number and/or host ID).
Clearly define your question or problem.
What have you tried so far to resolve the issue?
Gather environmental information (OS, networking, software levels).
Gather diagnostic information (error messages, error logs, storage dumps, traces).
At RSA there are multiple ways by which you can open and update a support case. As an RSA support customer, you have 24 x 7 access to RSA Link, RSA’s online support portal. RSA Link provides resources for online case management via the RSA Link Case Management portal, including the ability to open new cases and update existing ones. You are able to review not only the cases where you are the main contact, but the ones opened by others in your organization as well.
Cases opened online via RSA Link generally receive an initial response more quickly than cases submitted via phone, as the latter option requires a non-technical Customer Support Technician (CST) employee to transcribe the information into a support case before it is delivered to the appropriate Technical Support team.
Online Web Forms
There are several online web forms available that customers can use to report issues or questions.
Customers that are experiencing issues with RSA Link (such as login/registration or access/permissions issues) can immediately contact the RSA Support team using the web form at https://community.rsa.com/contact.
The following section provides best practices around severity levels for RSA Support cases.
Defining Case Severity Levels
Please use the guidelines below in classifying the severity of your issue before contactingRSA Support. These guidelines will also clarify which method of support is best for the defined severity level.
Severity 1 (S1)
Critical:Severe problem preventing customer or workgroup from performing critical business functions
Production system down.
Production system crash or hang.
Production data corruption (data loss, data unavailable).
Production system significant performance degradation.
Severity 2 (S2)
High:Customer or workgroup able to perform job function, but performance of job function degraded or severely limited
Production system functionality impaired.
Production system non-critical performance degradation.
Non-production data corruption (data loss, data unavailable).
Non-production system is inoperative.
Severity 3 (S3)
Medium:Customer or workgroup performance of job function is largely unaffected
Production or development system has encountered a non-critical problem or defect.
Questions on product use.
Severity 4 (S4)
Request:Minimal system impact; includes feature requests and other non-critical questions
Requests for enhancements.
Severity 1 Issues
A product issue is considered Severity 1 when it involves a loss of key functionality that is critical to your business. Of the three methods described above (RSA Link, email, or telephone), using telephone support is recommended to expedite the creation and assignment of your case.
If you need immediate assistance with a production down (S1) issue that is happening outside of normal business hours (that is, on weekends or RSA company holidays), please call your local RSA support office to open a case.
Issues that are Severity 2 and Below
The preferred method is to use the Case Management portal on RSA Link to open these cases. However, you may also use telephone support.
Normal Business Hours for RSA Support
Normal business hours for RSA support are Monday through Friday from 8:00 AM - 5:00 PM, local time.
Weekend and Holiday Support
Customers with Enhanced Support can access RSA Support at any time, 24 x 7, including weekends and holidays.
If an immediate response is required, call in to your local RSA Support Center, using the numbers above.
Service Level Objectives (SLO) for Enhanced Support