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Home > Support

Overview
We are committed to fully satisfying all of your support needs. We provide our customers with an experienced worldwide technical engineering staff, timely problem resolution, detailed technical answers and sound product advice.

Availability
SECnology supports both our direct customers and partners in locations throughout the world and offers a range of support options which, depending on your requirements, may include: 5 x 9 standard local coverage 5 x 24 follow-the-sun 24 X 7 critical issue / server down support Online support services are password-protected and include technical notes, FAQ's, troubleshooting tips, documentation, and downloads. Phone, e-mail, and fax contacts are also available.

Maintenance Services Available to all Support Customers

24-hour, global web access to SECnology support centers worldwide for help with any SECnology technical issue. This includes access to our technical notes, knowledge base, and answers to frequently asked questions. It also enables you to view the status of any issues you have logged with SECnology Customer Support.
Online request submission for support, licensing and enhancements
Knowledge base inquiries
Known bug and patch information
Free product updates
Enhancement Request Process
Global Response Team Members available to answer all non-technical questions
Account information
General information including support center locations and hours of operation
Reinstatement of Expired Support

For situations in which the customer's product maintenance has lapsed, there are two options for reinstatement:
Option 1 - Customer may purchase backdated support from the date a product went off maintenance through the new maintenance end date. This means that customers who wish to be have their support reinstated will need to purchase the annual contract (12 months) of support as well as the number of months of lapsed support.
Option 2 - Customer may buy an "upgrade" to the product and maintenance through the new maintenance end date Contact your Support Renewal Representative or send an email to sales@secnology.com.

How the Maintenance Renewals Process Works

The Maintenance Renewal team is responsible for contacting customers approximately 60 days prior to the expiration date of their current maintenance contract. Each Renewal Representative works with a designated customer contact to make sure that the new maintenance plan matches the customers current and future business needs, and to ensure that customers do not experience a lapse in their support. If you have not received a renewal notice or spoken with an authorized representative please contact SECnology at sales@secnology.com.