Support Options

Consistent with our customer-driven approach, we strive to become your trusted technology partner.

All products and services we provide include standard unlimited support for organizations' representatives (normally your IT administrators). SECROM support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced support engineers to help you successfully utilize our products and services. We offer two support tiers that give our customers flexibility to choose the support that meets their specific needs.

 

Standard Support


The standard support is included with your organization’s subscription. It allows an unlimited number of electronic support requests (tickets) and provides access to software updates and documentation.

  • Customer service 24x7x365 via your account portal
  • Documentation, white papers, and best-practice guides
  • Access to technical support (email, local business hours)
  • First response time for non-critical issues is usually within 48 hours
  • No extra cost (the support is included with your product or service)

 

Enterprise Support


The enterprise support provides a personalized level of service for customers seeking technical help with large or complex deployments. The enterprise support includes everything offered by the standard level support, but in addition, the response time for mission-critical support engagements is reduced on average to one hour. The enterprise level support also provides you with access to a Technical Account Manager (TAM) that serves as your primary technical point of contact. In addition, TAMs conduct performance reviews and connect you with solutions architects. TAMs become familiar with the key personnel, business goals, and technology challenges of our clients. The cost of enterprise support is determined on a case by case basis depending on your specific needs.

 

 

Secure Communication Solutions

Customers must be qualified to use SECROM. Certain products and services are only available to U.S. Persons, as defined in the International Traffic in Arms Regulations. Qualifications are subject to change without notice. Other limitations apply. All product names, logos, and brands are property of their respective owners. All company, product and service names used in this website are for identification purposes only. Use of these names, logos, and brands does not imply endorsement.

Copyright © 2016 SECROM. All Rights Reserved.

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