Global 24/7/365 support
SecureAuth is dedicated to providing the industry-leading enhanced support ensuring the long term success of your SecureAuth SaaS IAM deployment.
While our basic support offers industry leading coverage and response times for some customers, SecureAuth protects critical applications meaning delays and extended downtime is simply not an option. For these customers our Enhanced Support offerings provide 24*7 coverage and the most responsive and complete SLA’s available. That’s why we offer three different levels of support, so you can choose the level of support that best works for your needs.
“SecureAuth Support is the gold-standard for how a service provider should interact with their customers in ensuring service continuance, proactive notifications and managing critical events”.
Dan Connelly | Infrastructure Manager | PPG Industries Inc.
Enhanced Support Benefits
- Minimize risk with higher SLAs and optimal performance
- Take advantage of unique resolution time targets
- Improve business performance with faster responses to how-to questions
- Achieve greater productivity of internal help desk support teams through priority routing
| SecureAuth Enhanced Support Offerings | BASIC | PREMIER PLUS | MISSION CRITICAL |
|---|---|---|---|
| Support Availability | 12/5 | 24/7/365 | 24/7/365 |
| Response SLA | 4 hours | 2 hours | 1 hours |
| Resolution SLA | No | No | Yes |
| VIP Support Line | N/A | N/A | Included |
| Designated Support Engineer | N/A | N/A | Included |
| Kickoff Meeting | No | No | Yes |
| Success Meetings | N/A | N/A | Quarterly |
| Business Reviews | N/A | Semi-annually | Quarterly |
| Instructor-led Training (ILT) | Add-on ($) | Discounted | Discounted |
| E-Learning | Add-on ($) | Discounted | Included |
| Consulting on Demand | N/A | Add-on ($) | Discounted |
| Operations Services Consulting | N/A | Add-on ($) | Discounted |