Customer Guide to SecurID Technical Support

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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 Premium Support

Best Practices for Opening a Support Case

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

• Best Practices: Submitting a Case
• Case Submission Options
  • SecurID Community Forums
  • Telephone Support and Your Premium PIN
  • Online Web Forms
• Best Practices: Case Submission by Severity Level
  • Severity 1
  • Severity 2 and Below
  • Weekend and Holiday Support
• Service Level Objectives (SLO) for Enhanced Support/Customer Success Manager (CSM)

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 SecurID Holiday Calendar lists days throughout the year when SecurID 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 SecurID Appliance and SecurID tokens, please visit the Warranty and Replacement Parts Maintenance Table.

See the Warranty and Replacement Parts Maintenance Table for a complete list of SecurID 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 Token warranty return form.

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

Service Level Objectives

SecurID 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 Premium Support

Severity	Initial Response	Work Effort	Communication Frequency
1	30 minutes (24 x 7)	Continuous 24 x 7 until relief identified	Every 3 to 4 hours, 7 days/week
2	1 hour (24 x 7)	Daily, during customer business hours	Once per day, business hours
3	3 hours (24 x 7)	Weekly, during customer business hours	Twice a week
4	4 hours (24 x 7)	Weekly, during customer business hours only	Once a week