Knowledge Base

Support Policies

Support Policies

Support ticket severity levels and response times 

All support tickets are assigned a severity level from 1 to 4 based on the impact on your business. You determine the initial severity level when placing a request for assistance. Severity levels may be changed after initial contact and assessment of the issue from our support engineer, provided that you are in agreement. 

The following table defines the severity levels and the targeted initial response time for our support offerings. It is helpful to clearly explain the business impact of your issue when you contact us.

Severity Levels

 

Basic Support 

 

  Basic Support        
Severity Description Response Time Resolution Target If not resolved, escalated to Tier 3 Support If not resolved, escalated to Director, Support
Class 1 – Urgent Coverage: 24 x 7

There is the potential of a health, safety or security issue to occur or it has already occurred.

Potential for an operational or financial impact to the business.

A Business Critical, Tier 1 system, application or function is completely unavailable, severely corrupted or degraded for more than one authorized user.

Note: Severity Level 1 support requests cannot be logged through our support portal; call us to log a severity Level 1 case
1 Hour N/A 24 hours 24 hours
Class 2 – High Coverage:

A non-business critical system, application or function is unavailable, severely corrupted or severely or degraded for a more than one authorized user.
3 Hours N/A 5 business days After 7 business days
Class 3 – Normal Level 3 is the default severity setting.

Coverage:

System performance is impaired, but there is no business or “customer” client impact for more than one authorized user.
4 Hours N/A 7 business days After 15 business days
Class 4 – Low A user level fault only affecting one authorized user but not affecting ability to perform business functions – (i.e., no business or “Customer” client impact). Enhancement requests. 24 Hours N/A 14 business days 21 business days
 

Mission Critical Support
This support is a premier level option for purchase

 
  Mission Critical Support        
Severity Description Response Time Resolution Target If not resolved, escalated to Tier 3 Support If not resolved, escalated to Director, Support
Class 1 – Urgent Coverage: 24 x 7

There is the potential of a health, safety or security issue to occur or it has already occurred.

Potential for an operational or financial impact to the business.

A Business Critical, Tier 1 system, application or function is completely unavailable, severely corrupted or degraded for more than one authorized user.

Note: Severity Level 1 support requests cannot be logged through our support portal; call us to log a severity Level 1 case
30 Minutes 24 hours Within 5 hours Within 8 hours
Class 2 – High Coverage:

A non-business critical system, application or function is unavailable, severely corrupted or severely or degraded for a more than one authorized user.
1 Hour 7 business days Within 3 business days After 5 business days
Class 3 – Normal Level 3 is the default severity setting.

Coverage:

System performance is impaired, but there is no business or “customer” client impact for more than one authorized user.
2 Hours 15 business days After 7 business days Within 15 business days
Class 4 – Low A user level fault only affecting one authorized user but not affecting ability to perform business functions – (i.e., no business or “Customer” client impact). Enhancement requests. 24 Hours On agreed upon schedule On agreed upon schedule On agreed upon schedule

Opening a support ticket

Prior to creating a support ticket, you may want to review these helpful tips:

  • Search the online help by reviewing relevant documents on Docs.Secureauth.com.
  • Search release notes and self-service Knowledge Base solutions on Docs.Secureauth.com or our support portal.
  • Try to see if the problem is reproducible.
  • Check to see if the problem is isolated to one machine or more.
  • Note any recent changes to your system and environment.
  • Note the version of your software and environment details, such as OS, database, etc.

Contact SecureAuth Support to open a support ticket

You can open a support ticket using our support portal. You can also place a call to the Support Center using the numbers listed on the Contact Technical Support page on our support portal. A support request ID will be sent to the email address provided and will act as confirmation that the support issue has been acknowledged.

Note: Severity Level 1 support tickets cannot be logged through our support portal; call us to log a severity Level 1 case

Closing a support ticket

Support tickets remain open until you are satisfied that the issue has been resolved. Exceptions to this policy apply to requests for product enhancements and product defects. You also can close support requests via our support portal. 

Re-Opening Support Request

You can now re-open support tickets that have been closed within 30 days of the close date. If you attempt to re-open a closed support request after 30 days, a new support ticket will be created with a link to the original support ticket. You have the ability to re-open your closed support ticket from the Support Portal.

Product Support for Proof-of-Concept/Pilot trials

SecureAuth Support Services offers complimentary support assistance for installation related issues only. Appliance setup and configuration issues will be forwarded to and addressed by the professional services team assigned to the POC/Pilot trial and handled during regular business hours.

Once the POC/Pilot trial period has ended, SecureAuth Support cannot assist you in extending your trial, even if the trial ended prematurely. You must contact your SecureAuth Sales Account manager regarding all trial extensions.

Support ticket management process

We assign a unique support request number to all support tickets. These support ticket numbers allow Support to prioritize and track all support tickets through to resolution and allow you to get a status update on your case via our support portal. 

All support tickets are assigned a severity level and are placed in a queue to be processed by the next available support engineer. Support engineers take ownership of your support ticket and see it through to successful resolution.

The support engineer will contact you, gather any additional information needed and investigate to determine the proper course of action. This may require the engineer to re-create the issue, work with our development team and help you with configuration of the software. 

A SecureAuth Administrator from your company is required with access to the SecureAuth Appliance Web Admin page and appliance console (or remote desktop RDP session).

The SecureAuth Administrator must have the ability to request additional resources as needed to assist with troubleshooting the environment or application.

If the support engineer and development team determine that the issue is a product defect please see the “Product Defects” section below for specific request handling information.

Escalation guidelines 

Our goal is to resolve all support tickets in a satisfactory and timely manner; however, we realize that some situations may require increased attention and focus within the support team. You can raise the severity of a support ticket through the support portal, or call us and request to speak with a support manager. Upon your request, the support manager will evaluate the case and create an action plan. If you are not satisfied with the plan or with the progress of the case after the plan has been implemented, you can contact the director of technical support, who will review the support ticket with the support manager and determine if different or additional actions are required. 

Product Updates

Product enhancements

If you are interested in submitting a product enhancement request, you can do so by creating a support request. Product enhancement requests can be submitted to us by logging into support portal and creating a support request. Once documented, the request will be submitted into the enhancement review system, the identification number will be provided to the submitter, and the support case will be closed.

Product management will review the open enhancement requests on a periodic basis and consider them for inclusion in a future product release.  Product enhancements will not be considered or implemented in current or prior product releases. There is no guarantee that a specific enhancement request will be implemented in a future version of product. At our discretion, we may determine that certain enhancements to functionality in the product can be offered for an additional charge or as a chargeable option.

Product defects

If your issue is determined to be a defect, it will be logged in our defect tracking system, and we will provide you with a unique identifier (ID) within the Support case.  If it has been determined to require a hot fix the support case will remain open until the hot fix has been applied and tested. For non-critical defects, the defect ID will be provided and the case will be closed.   You can check the release notes or knowledge base when a new release comes out to see if it has been fixed.

Release notes

Release notes for new releases of products will contain the list of Defect Identifiers that were addressed in the release. You can review the release notes on our support portal using your Defect Identifier to see if the issue has been addressed. Release notes can be searched via product documentation on our support portal. We do not guarantee that all defects identified will be fixed in a future release of the product.

Product Upgrades

SecureAuth IdP appliance upgrades can be complex or relatively simple depending upon the amount of customizations which have been incorporated.  For this reason, code upgrades require SecureAuth Support engineer assistance.  Current customers are entitled to one Support engineer assisted major version upgrade annually per purchased appliance. Minor version upgrades and hotfixes do not count against the annual assisted upgrade limit.

SecureAuth IdP Appliance replacements are available at no cost for SecureAuth IdP customers appliances running operating system versions that are within 2 years of their respective Microsoft Extended Support End Dates (ESED) and are current with all maintenance renewals only.

Currently published Microsoft Extended Support End Dates
Windows 2008 R2 Web Edition - 7/10/2018
Windows 2008 R2 Standard Edition - 1/14/2020

See the Microsoft Support Lifecycle for specific versions extended support end dates. http://support2.microsoft.com/lifecycle/?p1=14134

All upgrade requests must start with a support request in the SecureAuth support system and contain the information listed below. This request will cover only configuration and code changes necessary to upgrade the appliance.

  • Company Name
  • Company Address
  • Customer Support Contact Phone, email address and preferred contact method.
  • Contact hours the Support contact is available.
  • The running SecureAuth code version and Appliance operating system version.

The next step is the Upgrade Assessment - A SecureAuth Support Engineer will schedule a twenty minute online meeting with the customer CSC to gather information about the entire SecureAuth IdP environment. This will include running a Customization Check utility on the appliance(s). It’s recommended that the CSC be knowledgeable about the entire SecureAuth infrastructure or have other staff members on the call who are. After this information is collected SecureAuth Support will analyze the data and schedule a time with the customer to perform the upgrade. In most cases we can schedule an appointment within two business days after the Upgrade Assessment analysis is completed, however depending on the complexity of your environment we may need up to one business week to schedule an appointment. After the Upgrade Assessment meeting has concluded it is requested that customers freeze their existing SecureAuth IdP configuration to help ensure a trouble free upgrade.

Note: SecureAuth uses Citrix ShareFile to securely distribute support files to our customers. In order to download the updater a SecureAuth Support Engineer will need access to https://secureauth.sharefile.com. If your corporate IT Security policies do not allow for access to ShareFile please alert the Support Engineer prior to the upgrade so they can arrange for an alternative download method.

Once the upgrade assessment is complete we recommend and encourage customers to back up their appliance in case an unanticipated event occurs during the upgrade. In the case of a virtual machine (VM) we recommend a snapshot be taken as it offers the fastest way to fall back. If customers are running a hardware appliance or IT policies do not allow for a snapshot we recommend using the SA Backup utility included with SecureAuth. If assistance is needed with the SA Backup please contact SecureAuth support and we will gladly assist with the process.

At a previously scheduled and agreed upon time a SecureAuth representative will perform the upgrade process with the customer Support Contact via a GoToMeeting session. Immediately after the upgrade testing will be performed with the Customer Support Contact to ensure the upgrade process was completed successfully. Once the customer has signed-off on the upgrade process by closing the request (upgrade request) a SecureAuth representative will contact the CSC within two business days to discuss any follow up issues.

Ongoing Maintenance

SecureAuth IdP appliances are extensively hardened throughout the build process. When our appliances are shipped, they come with the latest Microsoft High Priority Operating System and Antivirus updates. All SecureAuth systems are scanned prior to shipment for virus and malware and are equipped with a customized local firewall policy enabled. 

OS and Antivirus update strategies 

These topics are typically discussed during the SecureAuth IdP appliance installation. If you have any questions regarding updates in the future, please do not hesitate to contact SecureAuth Product Support. See the Support banner for contact information.

Third Party Software

Anti-Virus/Anti-Malware: SecureAuth recommends and supports the installation of your Enterprise standard antivirus client on the SecureAuth IdP appliance allowing definition updates to be managed and monitored per the Enterprise's Security Policy.

Operating System Patch Management: SecureAuth recommends and supports the installation of your preferred Operating System patch management system. Please review <Security Alerts and Required Operating System Patching> section of the SecureAuth Service Status and Alerts page for information related to Operating System patches. Apply patches 48-hours after Microsoft’s release to give our QA and Engineering team adequate time to perform testing. Apply all applicable Microsoft high priority updates/patches and reboot the Appliance after all updates.

Other Security applications: Modern enterprises require security technologies that can adapt to a dynamic threat landscape, evolving adversary tactics, advanced threats and changing business demands. SecureAuth supports the installation security applications and monitoring solutions required by your Enterprise Security Policy. Direct support for any third party application installed on a SecureAuth IdP appliance will only be provided on a “best effort” basis. Any conflict between the function of SecureAuth IdP and a customer installed third party application will require the removal of the third party application prior to SecureAuth support involvement.  

 
 
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