Senetas GlobalCare delivers a comprehensive, cost effective, flexible and dependable customer support and maintenance program; tailored to your specific needs up to 24×7.

Senetas GlobalCare support services provide Senetas customers with peace of mind that our technical professionals are available round the clock to respond to your needs.

Support You Can Rely On

Senetas GlobalCare is available to all registered Senetas customers, wherever you purchased your Senetas encryptors. Senetas GlobalCare is currently available in 35 countries, through our certified global distributor – Gemalto N.V.

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Key Features And Benefits

  • Flexibility to meet your specific support needs
  • Convenient support request logging through our dedicated service portal
  • Real-time tracking of support request status and response
  • Commitment to rapid response and resolution times, as defined by your service level agreement
  • Access to technical materials, including White Papers, Solution Briefs and Datasheets
  • Firmware and software updates when released
  • Senetas accredited GlobalCare technical support partners across the world
  • A comprehensive quality assurance process driving our GlobalCare customers’ 100% satisfaction
  • A range of on-going training and network security review entitlements

CN4000&CN6000

REQUIRED LEVEL OF SERVICE
Standard Premium
Email, Phone and
Online Support
Web-based, email and phone support

Standard business hours

Phone and email response within 24 hours

Agreed ratio of cold-standby visits on-site.

Web-based, email and phone support

24x7x365 coverage

Phone and email response during business hours within 1 hour

Phone and email response outside office hours within 4 hours

Return to Factory (RMA) No additional charges

21 business days turnaround (from receipt to shipment)

No additional charges

10 business days turnaround (from receipt to shipment)

Software/Firmware Updates No additional charges

SW/FW updates available via email or web access

No additional charges

SW/FW 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

Priority shipment within 24 hours on as-available basis

 

Senetas offers two support and services levels, Standard and Premium. GlobalCare support protects your investment in high-assurance network encryption. GlobalCare ensures your encryptors and staff are always up date with new Senetas features. If your requirements are different to the service levels detailed here, please contact us to discuss how we may tailor Senetas GlobalCare to meet your needs.

Training and Reviews

Senetas provides comprehensive end-user training in the installation, deployment and management of all Senetas encryption technology. Training also includes all new features and software updates to ensure your staff’s knowledge is current.

GlobalCare Includes entitlements to on-going training to help address any staff changes. Through GlobalCare you are entitled to an annual “health-check” as well as other network and security planning reviews.

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