Customer Guide to RSA Technical Support

Document created by RSA Link Team Employee on Mar 14, 2018Last modified by Erica Chalfin on Jun 4, 2018
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Best Practices for Opening a Support Case

For information on opening a support case and other information  you need to know when contacting RSA Technical Support, please see the  RSA Customer Support Case Submission page, which covers:

 

Information on End of Product Support (EOPS)

  • General Product Version Lifecycle and Definition of Extended Support Offerings

Product Version Life Cycle 

  • RSA BSAFE® Product Version Lifecycle

Product Version Life Cycle for RSA BSAFE® 

 

RSA Holiday Schedule 

The RSA Holiday Calendar lists days throughout the year when RSA offices are closed.  For customers who have active support contracts,  technical support engineers are available to assist with your Severity 1 issues.  Contact support as your normally do to open a case.

 

Warranty and Replacement Parts 

For information on the warranty return policy for the RSA SecurID Appliance and RSA SecurID tokens, please visit the Warranty and Replacement Parts page.

 

See the RSA Product Warranty and Maintenance Table for a complete list of RSA products and product families, along with a summary of the warranty and maintenance terms and options available for each.

To start the process for returning defective RSA SecurID  tokens, complete the RSA Token warranty return form.

 

Read the RSA Statement on Safe Use and Disposal of RSA SecurID Tokens.

 

Service Level Objectives 

RSA has established guidelines for initial technical response, ongoing work effort and communication frequency based on contracted support coverage and  issue severity, as noted below.  The following  service level objectives  (SLOs) are intended to  provide a framework for setting mutual expectations, rather than to serve as a guarantee regarding RSA support resolution efforts.

 

Service Level Objectives for Basic Support

SeverityInitial ResponseWork EffortCommunication Frequency
12 hours (9 x 5)Continuous 9 x 5 during customer business hours until relief identifiedOnce per day (business day only)
24 hours (9 x 5)Daily, during customer business hours onlyEvery 2 to 3 days (business day only)
38 hours (9 x 5)Weekly, during customer business hours onlyOnce a week
412 hours (9 x 5)Every other week during customer business hoursOnce a month

 

Service Level Objectives for Enhanced Support

SeverityInitial ResponseWork EffortCommunication Frequency
11 hours (24 x 7)Continuous 24 x 7 until relief identifiedEvery 3 to 4 hours, 7 days/week
23 hours (24 x 7)Daily, during customer business hoursOnce per day, business hours
34 hours (9 x 5)Weekly, during customer business hours onlyOnce a week
410 hours (9 x 5)Every other week, during customer business hours onlyTwice a month

 

Service Level Objectives for RSA Consumer Hosted Services

SeverityInitial ResponseWork EffortCommunication Frequency
11 hours (24 x 7)Continuous 24 x 7 until relief identifiedEvery 3 to 4 hours, 7 days/week
23 hours (24 x 7)Daily, 9 x 5Once per day, business hours
34 hours (9 x 5)Weekly, 9 x 5Once a week
410 hours (9 x 5)Every other week, 9 x 5Once a month
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