000033071 - Handling RSA Adaptive Authentication (Hosted) and RSA Adaptive Authentication for eCommerce/3D Secure cases for Telesign Support

Document created by RSA Customer Support Employee on Jan 26, 2017Last modified by RSA Customer Support on Apr 9, 2019
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Article Number000033071
Applies ToRSA Product Set: Adaptive Authentication (Hosted)
RSA Product/Service Type: Mobile SDK
RSA Version/Condition: 2.0
IssueA customer will be reporting issues with OTP or SMS messages for the authentication method provided by third-party, Telesign.
  1. Gather information about the issue:
    1. SMS or OTP?  
    2. Did RSA receive the authentications?
  2. Go to RSA Operations to obtain RSA records of the transaction(s) in question.
  3. If information from Operations is not available, shows an error or does not answer the customer's question, then the issue will need to go to Telesign Tier2 Support.
See below (do not include any credit/debit card numbers that customer may have provided)

What are the circumstances where Operations should contact Telesign directly?   
A major Telesign outage
ResolutionThe CS engineer should sign up with Teleportal by emailing support@telesign.com, but this step is not mandatory to escalate an issue.    

For definitions and handling of  Severity 1, 2 or 3 issues
  • Use the contact information in the attached Telesign RSA SLA 071013 document.

Telesign 24/7 Tier2 Support Contacts

Telesign Support Escalation Process

  • See the attached Powerpoint on the Telesign Escalation Process.
  • If you or customer needs to escalate an issue or get better response from Telesign Support, follow this table that is from the attached Telesign Escalation Process document. 

Escalation OrderTriggerContactDetails
1Initial Incident inquiry escalationTeleSign Partner Technical SupportTier2.Support@telesign.com
   +1 (310) 740-9700, ext 3
   +1 (800) 850-3485, ext 3
   Email and Phone Support = 24/7
3No or unsatisfactory response from Support or NOC within Initial Response targetsSenior Technical Account Manager, Partners
Anjanette Segovia
   Office: +1 (310) 742-8219
   Mobile: +1 (213) 810-4900
4No or unsatisfactory response from Partner Account Manager within Initial Response targetsClient Services Manager
Mei Chen
   Office: +1 (310) 740-9692
   Mobile: +1 (213) 926-2066
5No or unsatisfactory response from Client Services ManagerDirector, Client ServicesRay McKenzie
   Office: +1 (310) 742-8214
   Mobile: +1 (510) 589-7001
6No or unsatisfactory response from Director, Client ServicesVP, Business OperationsMax Powers
   Office: +1 (310) 740-9695
   Mobile: +1 (310) 404-4371
NotesThe User's Guide for Teleportal is attached to this article.