on 2018-07-09 02:19 PM - edited on 2022-11-17 06:58 AM by rsalinkadmin
Make the most of the initial response from Technical Support by using the following guidelines:
As a best practice, we encourage customers to log their case via RSA Link or phone. This practice ensures the case is logged and tracked accordingly.
If you need immediate assistance outside of normal business hours, please call your local RSA support office.
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.
There are several online web forms available that customers can use to report issues or questions.
Telephone support is available 24 x 7 by way of the toll-free access number(s) in your global region.
|Global Region||Telephone Number(s)|
|EMEA||00800 772 49000|
|APJ||+800 7221 7221 or +61 2 8873 5100|
For more information on engaging RSA Support, refer to the following customer-visible document: How to contact RSA Support
The following section provides best practices around severity levels for RSA Support cases.
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||
|Severity 2 (S2)||High: Customer or workgroup able to perform job function, but performance of job function degraded or severely limited||
|Severity 3 (S3)||Medium: Customer or workgroup performance of job function is largely unaffected||
|Severity 4 (S4)||Request: Minimal system impact; includes feature requests and other non-critical questions||
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.
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 are Monday through Friday from 8:00 AM - 5:00 PM, local time.
|Support Level||Severity||Initial Response||Work Effort||Communication Frequency|
|Enhanced||1||1 hour (24 x 7)||Continuous 24 x 7 until relief is provided||Every 3 to 4 hours, 7 days per week|
|2||3 hours (24 x 7)||Daily during customer business hours||Once per day, during business hours|
|3||4 hours (9 x 5)||Weekly during customer business hours||Once per week|
|4||10 hours (9 x 5)||Every other week during customer business hours||Twice per month|