on 2016-01-15 11:28 AM - edited on 2021-07-16 04:33 AM by YasmineDowidar
This value-based option is ideal for non-mission-critical environments where business-hours remote support meets your needs. With Basic Support you are in complete control of onsite service execution from installation to software upgrades. RSA Support professionals will help you troubleshoot your problems and provide you with patches and updates. As with all service levels, you can report problems, troubleshoot and get online help around the clock through RSA Link.
Note: Basic Support is not available for all RSA products.
Enhanced Support delivers 24 x 7 around-the-clock remote support and access to RSA's global network of support centers for troubleshooting. Leverage our Secure Remote Support to ensure your issues are proactively managed in our Global Support Centers.
RSA Personalized Support Options are designed to complement RSA service contracts with access to technical experts any time, day or night, and provide customers with a strategic personalized support relationship. With RSA Personalized Support Options, organizations can enjoy a support relationship with RSA that encompasses the entire product life cycle—from initial product integration to ongoing implementation.The following Personalized Support Options offer supplemental services that can be added to any new or existing RSA support contract:
The Service Account Managers (SAM) support option adds the following features in addition to Enhanced:
Access to subject matter experts, and
Note: Enhanced Support (24 x 7) is required for this service offering.
The Designated Support Engineer (DSE) provides specialized technical expertise and is personally accountable for ensuring fastest possible remote resolution to questions and problems for product-specific issues. Your DSE brings in-depth software expertise to your environment. The Designated Support Engineer program adds the following features in addition to Enhanced Support:
For more information, download the .
Note: Enhanced Support (24 X 7) is required for this service offering.
If you have contracted with RSA Professional Services for custom application development, RSA Technical Support will provide this effective Custom Application Support (CAS) option based on the original custom application scope for an additional annual cost under a separate support contract. Most custom application work utilizes RSA toolkits and APIs. The Consulting Support group within RSA Technical Support is best suited to provide this support. RSA Professional Services includes Consulting Support Engineers during the custom application design process so that RSA can develop a custom application that is fully supportable. When RSA Professional Services delivers specifications and quotes for a custom software development project via a Professional Services Statement of Work, they will include a Custom Application Support Agreement. This Support offering is available to you providing you are currently supported by RSA Technical Support under one of its Support Offerings. CAS support hours are the business hours of the RSA Technical Support office in your region. The business hours for those offices are 8:00 AM – 5:00 PM, Monday through Friday, for the time zone they are in, excluding RSA-designated holidays. RSA Technical Support will only respond to your Severity 1 (S1) issues with an initial response time of four hours.
RSA’s software support duration policy specifies a minimum three-year primary support duration period for major product releases, the conclusion of which marks the End of Primary Support (EOPS). For select product releases, Extended Support may be available. Extended Support is a period of time following EOPS when customers may elect to pay an additional fee to extend their support coverage rather than migrate to a newer release of the software prior to EOPS. See Extended Support availability on RSA products on the Product Version Life Cycle page.