Product Support and Maintenance Information
Customer product support and maintenance is provided under Customer Support and Maintenance Agreements (GlobalCare in Australia & New Zealand). We offer two types of support and maintenance levels:
- Standard – business hours
- Premium – 24/7 support
Support and Maintenance Agreements will be different for each of our clients; we tailor agreements to your needs in order to provide the best service solution for possible Please refer to your Support and Maintenance Agreements for details about your specific Service Level Agreement (SLAs) and other entitlements, such as response times.
Customer Shipping Advice
The following product shipping and supply-chain guidance is provided in compliance with Common Criteria certification.
When items are received, please ensure that the serial numbers listed on the Shipping Advice document match the serial numbers supplied in the delivery.
ENSURE ALL SECURITY SEALS ARE INTACT
If any of the seals are damaged or broken, or if any of the listed serial numbers do not match the serial numbers on the delivered items, please do not use these items. Contact the supplier IMMEDIATELY.
Global Support Contacts
Product support, maintenance and training are provided by Thales in all countries except Australia and New Zealand:
International Support with Thales
Senetas and Thales CN and CV Series encryptors.
T: +1 410 931 7520
Australia and New Zealand Support with Senetas
Senetas CN and CV Series encryptors.
T: +61 (0)3 9868 4555
Support and maintenance are for the exclusive use of customers with a valid Support and Maintenance Agreement covering the specific product enquired about.
You may be requested to provide product serial number(s) and/or agreement details when requesting support.
For more details about Senetas GlobalCare product support and maintenance, including specific SLAs for Standard and Premium Support, download the GlobalCare brochure.
If you do not have a support and maintenance agreement but would like to know more about the service, please contact us.
If you would like further information or a quotation for support, please contact us.