Hem Services Support agreement
SUPPORT AGREEMENT

Optimise your investment

Avoid surprises

Rapid expert assistance – minimise downtime, whatever the issue.

SecMaker helps you to optimise your investment. With a support agreement, you can feel confident that your security solution is always functioning as intended.

Choose the right level

You are free to choose the level on the basis of the needs of your business and your requirements for specialist skill. Whatever level you choose, our support agreements provide quick and comprehensive support that minimises risk, maximises accessibility, increases security and optimises your investment. You can wave goodbye to uncertainty and unpleasant surprises, and rest assured that your solution will run as smoothly as possible throughout the licence period. Contact us if you are unsure of which level suits you best.

We want you, as a customer, to enjoy the full potential of the solution you have chosen at all times. No matter whether the issue has to do with complex technological challenges, large or small changes, or simply quick responses when you’re stuck, our support team is always there for you. SecMaker support agreements provide a bespoke service to match your specific needs. They optimise the effect and maximise the return on your investment.

Three levels of support agreement

Whatever you choose, a support agreement from SecMaker fulfils the technical, financial and security-related requirements that apply to the administration of a mission-critical security solution.

In order to provide your organisation with the right assistance, Net iD Support is available in three SLA levels: Silver, Gold and Platinum. You are free to choose the level that best suits your organisation.

 

SILVER

GOLD 

PLATINUM

Contractual period

1 or 3 years

1 or 3 years

1 or 3 years

Maximum response time

16 hours

10 hours

4 hours

Access to web based support system

Yes

Yes

Yes

E-mail support

Yes

Yes

Yes

Telephone support

No

Mon-fri
9.00-17.00

Mon-fri
8.00-18.00

Access to knowledgebase

No

Yes

Yes

Troubleshooting via remote connection

No

Yes

Yes

Error handling support at customer premises

No

Within 1 week

Within 48 hours

Access to chat support via support system

No

No

Mon-fri
9.00-12.00

Support outside of regular office hours via an additional agreement

No

No

Yes

Automatic ticket prioritization

No

No

Yes