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Home > Support > Support plans

SECnology offers two standard plans for its customers. Additionally, SECnology offers customer-specific plans and service level agreements on a one-by-one basis.

SECnology 's two standard plans, Classic and Premier, are as follows:

Classic Support Plan
  • Plan : 8 Business Hours
  • Response Time : Web, Email and Limited Phone Service
  • Contact Availability : 7/24 Online Services, 5/8 Phone Services
  • Cost : Call for Pricing

This plan is designed for customers with non-mission critical applications and uses the web and email for submission of service requests. All tickets are immediately placed into the support queue, day or night, for resolution. The Technical Support Engineer assigned to the request will contact the customer during normal business hours to resolve the problem.

Classic Support Plan Highlights:
  • Software upgrades via Web download or by customer request
  • License key/authorization code re-issuance
  • Level 2 support as deemed necessary
  • Access to our Global Response Team for answers to non-technical questions

Premier Support Plan
  • Plan : 4 Business Hours
  • Response Time : Web, Email and Limited Phone Service
  • Contact Availability : 7/24 Online Services, 7/24 Critical Support on Demand
  • Cost : Call for Pricing

The Premier Plan offers faster response times and priority queuing of your service request over the Classic Plan. Our on-line submission of service request allows you to get your request in the queue as quickly as a telephone call, without waiting on hold to initiate your request.

Premier Support Plan Highlights:
  • All Classic maintenance services
  • 10% discount on list price of published Education Services training, which includes instructor-led courses conducted at a training facility, web-based training, and virtual classroom training. Discount is not applicable to customer-site training or custom developed training.
  • Telephone support
  • Submission and Follow up
  • 7/24 Critical support on demand
  • Severity 1 issues only
  • Monday through Friday based upon your local regional support center's hours of operation