RSA SecurCare

®

World-class Support for RSA Security Implementations

Security infrastructure plays a critical role in business strategy—which means that no-compromises, high-quality technical support is a non-negotiable requirement. RSA Security understands the urgency and importance of ensuring that technical issues are handled promptly and professionally. RSA Security has assembled one of the most respected teams of support professionals in the industry to quickly diagnose, respond to and resolve support issues, whether they are answers to urgent technical questions, software patches or assistance with configurations. You can count on the RSA SecurCare support team, winner of the Service &

Support Professionals Association’s 2005 Star Award for Complex Support Applications.

AT A GLANCE

• Expert telephone assistance, weekdays from

8:00 a.m.-5:00 p.m local time.

• Access to RSA SecurCare

Online self-service support resources

• Software updates—from patch/maintenance releases to major upgrades

• Response time for noncritical issues: 4 hours

• Response time for critical issues: 2 hours

• Optional RSA SecurCare

Extended service expands telephone coverage to

7 x 24 x 365

WORLD-CLASS TECHNICAL SUPPORT FOR RSA SECURITY PRODUCTS

RSA SecurCare ® is RSA Security’s flagship technical-support service, manned by a team of nearly

100 technology and industry experts solely dedicated to helping you derive the maximum value from your RSA implementation and resolving any technical issues that may arise.

The service team provides expert telephone assistance to you on business weekdays (excluding specific holidays) from 8:00 a.m. to 5:00 p.m. in your time zone (with additional coverage available through RSA SecurCare Extended). The staff of trained and certified experts (including native speakers of English, Spanish, Chinese, Swedish, French and German) are standing by to handle everything from a simple question about system functionality to complex and critical technical issues. The ultimate goals are rapid and effective resolution, minimal business disruption and the lowest possible risk of potential security breaches.

RIGHT FROM THE START: A CAREFUL CALL-HANDLING PROCESS

The Customer Relations Desk answers inbound calls (or web inquiries), logs cases, responds to license inquiries, verifies software shipments and records brief descriptions of problems and determines the severity of the issue. If technical support is required, the CRD sends your case to the

Systems Support team.

Problem Duplication: Complete Labs in All Locations

RSA Security maintains labs in each geographical region to duplicate customer issues. These labs include various hardware platforms, web servers and third-party hardware and applications. All

RSA Security support engineers have access to these labs to assist in problem duplication, diagnosis and resolution.

Bringing In Senior Experts: Call Escalation

For more than 90 percent of all opened cases, the Systems

Support team promptly and satisfactorily resolves the issue.

However, if the Systems Support engineer requires additional assistance, he can hand off the issue to a member of the

Advanced Technical Support team. This escalation occurs under defined circumstances. If the ATS engineer duplicates a product defect or determines that engineering skills are necessary to isolate an urgent issue quickly, the Continuing

Engineering team is consulted for a hot-fix.

Staying Current: Software Updates

RSA SecurCare customers have complete and timely access to all patches, maintenance releases and major upgrades of all

RSA Security software products. These patches and upgrades are available for on-demand download through RSA

SecurCare Online.

Third-Party Products: No Finger-Pointing

As an RSA SecurCare customer, you’ll never experience finger-pointing or abrupt hand-offs when assessing and resolving issues that involve third-party products. If our solution involves third-party components, we will remain accountable as your contact and escalation point. It’s the same story for RSA Secured ® certified products from third parties: we have the product in our lab and have received the training and documentation to assist you.

Follow The Sun

Regardless of where the call originates, urgent productiondown issues require constant attention. We’ve structured our support organization on a global basis—with timely hand-offs from one continent to another—to ensure that talented professionals are working on your support issues 24 hours a day until satisfactorily resolved.

24X7 ON-DEMAND SELF SERVICE:

RSA SECURCARE ONLINE

To provide the greatest possible flexibility for clients, RSA

SecurCare clients receive access to RSA SecurCare Online, a comprehensive and secure portal that provides full access to a rich array of technical-support resources:

• Case Management. You can review or update cases via

SecurCare Online, open non-critical cases 24x7, and check the status of open cases real-time.

• Documentation. View a complete set of online documentation, including application notes and “readme” files for all currently supported products.

• Knowledgebase. Browse, search, and view information on our products and various third-party integration solutions collated from RSA Security’s product, field and advanced technical support engineers.

• Product Updates. Get direct access to current patches referenced in the Knowledge Management System or through RSA SecurCare Notes.

• Online News and Security Advisories. Be the first to know of any security threats, third-party vulnerabilities or industry security issues.

• Online Third-Party Implementation Guides. Access thirdparty RSA Secured certified Integration guides from all of the certified vendors, including Microsoft ® , Sun ® , BEA ® ,

IBM ® , Documentum ® , Cisco ® and others.

ADDED COVERAGE WITH RSA SECURCARE EXTENDED

For some companies in certain industries, security implementations take on mission-critical importance, requiring an even higher level of professional support. For those companies, RSA Security offers RSA SecurCare Extended, a valueadded service that gives clients on-demand telephone access to technical support experts 24 hours a day, 365 days a year.

SecurCare Extended clients also have weekday 8:00 a.m–5:00 p.m. access to the Advanced API Support team for their software-integration efforts.

RSA, RSA Security, the RSA logo, RSA Secured, SecurCare and Confidence Inspired are registered trademarks or trademarks of RSA Security Inc. in the United States and/or other countries. All other products and services mentioned are the property of their respective owners.

©2006 RSA Security Inc. All Rights Reserved

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