Senetas Product Support Package
Senetas GlobalCare is the new name for the support service Senetas provides to registered customers of its globally accredited encryption technology. It provides peace of mind up to 24x7, 365 days a year, that experienced IT professionals are available to respond to your support call should you ever need them.
Senetas GlobalCare is available to registered customers whether they purchased equipment directly from Senetas Corporation in Australia or Senetas Europe in United Kingdom, or whether the technology was purchased through the Senetas channel partner network, which currently cover over 35 countries globally.
Senetas GlobalCare provides the following benefits:
- Convenience in logging service requests through dedicated service portal
- Track status of service requests online and in real time
- Ease of access to useful resources including whitepapers and datasheet
- Facilitates rapid response and resolution as defined by service level agreement (SLA)
- For international customers, Senetas ensures that experienced global engineering capability is provided through channel partners to achieve faster local service restoration.
Senetas GlobalCare provides three levels of service (Standard, Premium and Premium Plus) to support your investment in information security.
For further details, please email us here.
| REQUIRED LEVEL OF SERVICE |
|||
| Standard | Premium |
Premium Plus |
|
| Email, Phone and Online Support | • Web-based, email & phone support • Standard business hours • Phone & email response within 24 hours |
• Web-based, email & phone support • 24x7x365 coverage • Phone & email response within 8 hours |
• Web-based, email & phone support • 24x7x365 coverage • Phone & email response within 4 hours • 2 x hot-standby unit on-site |
| Return to Factory (RMA)* | • No additional charges • 21 business days turnaround (from receipt to shipment) |
• No additional charges • 14 business days turnaround (from receipt to shipment) |
• No additional charges • 10 business days turnaround (from receipt to shipment) |
| Software/ Firmware Updates | • No additional charges • FW/SW updates available via email or web access |
• No additional charges • FW/SW updates available via email or web access |
• No additional charges • FW/SW updates available via email or web access |
| Loan exchange units |
• Charged at 5% of list per week • Per customer request • Shipped on as-available basis |
• No additional charges • Per customer request • P-1 shipment within 24hours on an as-available basis |
• No additional charges • Per customer request • P-1 shipment within 24 hours |
* Senetas Corporation employs quality assurance design and manufacturing processes at its Australian production facility to maximise mean time between failure (MTBF) for its encryption technology. In the event that a problem should arise, Senetas GlobalCare, using the latest Diagnostic Tools, can quickly assess and remediate almost every issue with its technology. If a problem cannot be resolved online and a replacement encryptor is required, Senetas GlobalCare ensures the appropriate level of spare parts is maintained for hot standby encryptors. A Return to Manufacturer Authorisation (RMA) program is then used to swap out encryptors to minimise downtime.
Senetas GlobalCare - Training:
Senetas provides comprehensive end-user training in the initial installation and deployment of encryptors across an organisation’s networks. A state-of-the-art Partner Training Kit plus ongoing hands-on training is maintained for members of the Senetas Channel Partner program to further support global customers registered for Senetas GlobalCare.
