Customer Support Services

When it comes to providing top of the line Technical Support and services SSH Communications Security has the distinct advantage of being the original inventor and developer of the SSH protocol. This gives us more knowledge of the SSH protocol and the products built around it than any other company in the world.

The knowledge and understanding of SSH cascades down throughout the organization from our founder and SSH inventor Tatu Ylonen, veteran developers that have developed security products for 20+ years, and the engineers of our Technical Support team that have worked in technical operations and engineering, and as security experts at some of the largest enterprises in the world.

This knowledge and enterprise based experience allows us to not only provide our customers with the best products and knowledge, but also the best security practices to implement as part of an overall SSH Trusted Access solution for any company.

Our support and services packages deliver convenient and cost efficient ways to maximize your investment in your Secure Shell and access management deployments. Our global technical services teams are experienced with Tectia SSH, OpenSSH and other Secure Shell solutions operating on Unix, Linux, Windows and Mainframe environments. We also have expert teams to support you in Universal SSH Key Manager, CryptoAuditor, and PrivX On-Demand Access Manager deployments.

Support levels

SSH Communications Security offers 3 levels of Support Service to guarantee quick set up and smooth, zero-disruption operation of the SSH based Trusted Access regardless of the size of the customer organization.

Standard

  • 8x5 online web support during business hours
  • < 2 business day response time goal for critical issues
  • < 5 business day response time goal for non-critical issues
  • 2 customer support contacts per organization

Premium 8x5

Everything included in Standard as well as:

  • 8x5 phone support during business hours
  • < 4 business hour response time goal for critical issues
  • < 2 business day response time goal for non-critical issues
  • 6 customer support contacts per organization

Premium 24x7

Everything included in Standard and Premium 8x5 as well as:

  • 24x7 phone support anytime, anywhere
  • < 2 business hour response time goal for critical issues
  • < 24-hour response time goal for non-critical issues

All offered support levels have defined services level agreements (SLAs) and include software maintenance. High-quality, responsive support is a key competitive advantage of Tectia SSH, and one of the reasons why 40% of Fortune 500 use Tectia SSH servers and clients for their business-critical applications.

Software maintenance and upgrades

Software Maintenance gives you access to the latest software fixes, minor updates or major version upgrades. You can download the newest SSH Communications Security product releases from the Customer Download Center, 24x7. Immediate access to the newest releases ensures that you can keep your SSH Communications Security environment secure and functional at all times.

SSH key management services

We also offer professional services to assess your SSH-related risks and bring legacy SSH keys under control. We also help customers transition their environments into cloud environments and help them handle SSH keys in the cloud. We help enable controlled developer access into production as organizations adopt DevOps. For more information, see our broader services offerings.

Frequently asked questions

Submitting support tickets

To submit a support ticket, customer's named contacts can submit a support ticket or obtain support phone numbers at our Support Site.

End of support dates

We generally provide support for new releases for two years. For long-term releases we generally provide three years of support. We may agree to provide extended support on a case-by-case basis for an extra fee. See the end of support page for the end of support dates for each product and version.

Product documentation

Product documentation is available online for most products. See the product documentation pages.

Customer download center

Customers with a valid maintenance contract can download new versions of our products from the Customer download center. If you have a valid maintenance contract and are the proper contact person for your organization but do not know your credentials, please contact us via the Contact Us form.

Tectia SSH knowledge base

The Tectia SSH knowledge base contains a large collection of questions and answers regarding the Tectia SSH implementation.

Support site for maintenance customers

Customers with active maintenance can submit support tickets and review the status of their cases on the Support Site. If you have a valid support contract and are the proper contact person for your organization but do not know your credentials, please contact us via the Contact Us form.

Partner portal for SSH channel partners

Substantial additional information is available for SSH's sales partners via the Partner Portal. Login credentials are required. If you do not have login credentials and have a valid distribution agreement, please contact us via the Contact Us form.

Standard terms and conditions

Our standard terms & conditions for products and services, as well as End User License Agreements (EULAs) can be found here.

The privacy policy and other legal terms relating to this web site can be found here.

Submitting security vulnerabilities

We welcome anyone to submit information about vulnerabilities in our products or systems via the Contact Us form. No support contract is required to submit security vulnerabilities. We very much appreciate anyone informing us about vulnerabilities in our products or systems. We will seek to reward people who notify us of relevant issues.

It is our policy to grateful to and reward people who find and report security problems with our products, provided they don't abuse the vulnerabilities, report them in reasonable time, and otherwise behave ethically and professionally in their dealings in relation to us and our products. We would very much appreciate having reasonable time (up to 90 days) to fix any such vulnerabilities before they become public, but we will not prevent you from publishing legally found vulnerabilities.

If you do not receive a response to a reported vulnerability within a few days, you are encouraged to contact Tatu Ylonen via DM on Twitter (@tjssh) or via email at ylo at ssh.com. If the vulnerability is serious, we recommend you send a copy of the report to him in any case. Please do not misuse this address for any marketing emails or spam.