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Support Services

At SSH, we believe that investing time and resources into developing products that are easy to install, operate and manage is critical to our customer’s success. Our product development and engineering processes are designed to deliver a straightforward user interface and turn key technology that easily integrates into your existing network. We also know that when you need expert support it is important to be able to reach out for assistance, especially for mission critical environments.

As the inventor of the Secure Shell protocol, our technical support team has the most extensive secure data-in-transit experience in the industry and delivers a flexible suite of options and expertise that other commercial and open source developers simply cannot deliver. As a pioneer in the mobile authentication arena, we bring the same high level of excellence to our SSH MobileID product line which has to date, delivered millions of tokenless SMS passcodes to end users worldwide.

SSH Standard Terms and Conditions for Support

 

Tectia Standard Support is our standard support package and is delivered via our online support site which is available 24x7 to submit tickets with support staff available to respond during regular business hours. Our first response time for critical issues is within two business days and our non-critical response time is within 5 business days. With Tectia Standard Support, customers receive the same quality of support as with any other support package including online case updates, case management and escalations, documentation and access to major, minor and maintenance releases. Customers are limited to 2 support contacts at this level.

Tectia Premium 8x5 Support is ideal for customers who require faster support response times for their mission critical environments. In addition to Tectia Standard Support, this enhanced package offers standard business hours phone support with a live person, a response time for critical issues within four business hours and a response time goal within 2 business days for non-critical issues. As with all of our support packages, Tectia Premium 8x5 Support offers online case updates, case management and escalations, online documentation and access to major, minor and maintenance releases. Customers may have up to 6 support contacts at this level.

Tectia Premium 24x7 Support is designed for enterprise level installations and offers 24x7 phone support and response times of four hours for critical issues and 24 hours non-critical issues. This level of support ensures the greatest level of business continuity if technical issues do arise and the ability to talk to a live person anytime, day or night. Tectia Premium 24x7 Support offers online case updates, case management and escalations, online documentation and access to major, minor and maintenance releases. Customers may have up to 6 support contacts at this level.

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