Support Information

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Best Practices forOpening a Support Case
Information on End of Product Support (EOPS)
RSA Holiday Schedule
Warranty and Replacement Parts
Service Level Objectives
Service Level Objectives for Basic Support
Service Level Objectives for Enhanced Support
Service Level Objectives for RSA Consumer Hosted Services

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 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 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 RSA Warranty and Replacement Parts Maintenance Table.

See the RSA Warranty and Replacement Parts 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

Severity	Initial Response	Work Effort	Communication Frequency
1	2 hours (9 x 5)	Continuous 9 x 5 during customer business hours until relief identified	Once per day (business day only)
2	4 hours (9 x 5)	Daily, during customer business hours only	Every 2 to 3 days (business day only)
3	8 hours (9 x 5)	Weekly, during customer business hours only	Once a week
4	12 hours (9 x 5)	Every other week during customer business hours	Once a month

Service Level Objectives for Enhanced Support

Severity	Initial Response	Work Effort	Communication Frequency
1	1 hours (24 x 7)	Continuous 24 x 7 until relief identified	Every 3 to 4 hours, 7 days/week
2	3 hours (24 x 7)	Daily, during customer business hours	Once per day, business hours
3	4 hours (9 x 5)	Weekly, during customer business hours only	Once a week
4	10 hours (9 x 5)	Every other week, during customer business hours only	Twice a month

Service Level Objectives for RSA Consumer Hosted Services

Severity	Initial Response	Work Effort	Communication Frequency
1	1 hours (24 x 7)	Continuous 24 x 7 until relief identified	Every 3 to 4 hours, 7 days/week
2	3 hours (24 x 7)	Daily, 9 x 5	Once per day, business hours
3	4 hours (9 x 5)	Weekly, 9 x 5	Once a week
4	10 hours (9 x 5)	Every other week, 9 x 5	Once a month