Overview and Applicability
The following process outlines standards for customer problem resolution. Varying
according to the severity of the reported problem, this policy defines three categories
of issue severity and describes the criteria for each classification. This process
applies to released, supported Xecuritas products as opposed to unsupported/discontinued
products; beta and field test technology is covered by a separate policy. For the
support status of Xecuritas products,click here.
Requests for new functionality will not be considered problems. Customers may submit
requests for additional features or updates for Xecuritas products to technical
support or sales. The requests will be documented and forwarded to Xecuritas product
Technical support is available from 8 AM to 7 PM US Eastern Time, Monday through
Support for Severity-1 level issues is available 24 hours a day, 7 days a week via
on-call technical staff.
Xecuritas’ observed holidays for 2010 include: Friday, Jan. 1, Monday, Feb. 15,
Monday, May 31, Monday, July 5, Monday, Sep. 6, Thursday, Nov. 25, Friday, Nov.
26, Friday, Dec. 24, and Friday, Dec. 31.
The following criteria will be used in characterizing customer reported problems:
Severity-1: Any ongoing major security breach
or email service disruption caused by the product or any problem which affects a
large fraction of the user population of the product and is severe enough to cause
those users to be unable to perform their normal duties. Problem may be of a functional
or performance nature.
Severity-2: Problem affects a small fraction
of the user population and significantly reduces their productivity or affects a
moderate fraction of the user population and moderately reduces their productivity.
Severity-3: Problem is of an intermittent nature
or represents a minor loss of productivity or is merely an inconvenience to the
Customer Communication and Necessary Information
All customer problems will be recorded in the Xecuritas case tracking system by
technical support engineers. If a problem is reported by email, a technical support
engineer will contact the customer at the earliest reasonable opportunity to obtain
any missing information. The recorded information will include, at a minimum:
- Date and time of first problem report
- Customer company name and service contract ID
- Name of Xecuritas engineer handling the issue
- Name and contact information for the customer submitting the case
- Software version; hardware and operating system information
- Nature of problem (symptoms, functional, performance, and circumstances sufficient
- Customer-defined or Xecuritas-defined work-arounds (if any)
- Initial recommendation by Xecuritas engineer
- Severity of problem (using the above criteria)
- Current status of problem
All unresolved issues will cause the case to remain “open” in the Xecuritas case
tracking system. Any severity type that cannot be resolved in prescribed response
times (see below) will be escalated to Xecuritas technical support management.
How to Report a Problem
Customers can request technical support in the following ways:
This is the fastest response method as Xecuritas engineers receive cases as they
are submitted and pertinent communications can begin immediately.
Online — see above
Severity-1 level cases opened online will automatically alert the on-call technical
staff via pager.
Target Response and Resolution Timeframes by Severity Level
Response time is defined as the length of time from when a case is opened to the
time that an Xecuritas technical support engineer contacts the customer.
Resolution time is defined as the period within which the problem is resolved or
an acceptable work-around or alternate resolution plan has been delivered.
Within 1 hour (via phone) after logging the issue
Within 1 day, else notification and/or escalation to Xecuritas technical support
Within 6 hours after logging the issue
Within 2 days
Within 1 day after logging the issue
Within 1 week
Troubleshooting and Diagnostics
After a case has been opened, the next step is to begin troubleshooting or researching
the specific request, gather as much diagnostic and logging information as possible,
and provide resolution to the request.
Xecuritas technical support engineers, when appropriate, will take the following
steps upon initial customer contact:
- Review and verify system configuration
- Verify product version and patch levels for all servers
- Document initial symptoms and impacts
- Verify environment and network topology (i.e., SMTP flow, Web server configurations,
database versions, etc.)
- Review relevant information (i.e. log files, screen shots, etc.)
- Identify changes made to the customer environment prior to manifestation of problem
Generally, cases are not closed until both the customer and the Xecuritas technical
support group agree the incident may be closed. However, Xecuritas will close an
incident if the customer has not provided a response to requests for information
within 10 days, unless other arrangements have been made.
Certain cases require that technical support engineers gain access to customer equipment
in order to make configuration changes. In those instances, the customer will be
required to sign a modification waiver form.
Xecuritas technical support engineers follow the processes necessary to gather information
in order to identify and resolve customer issues. They will consult the core necessary
resources to resolve the issue and escalate when necessary.
At any time customers may escalate an issue through the Xecuritas sales group by
contacting their account manager.
If customers are not satisfied with their level of technical support, they are encouraged
to bring this to the attention of technical support management by calling Xecuritas
at: 1.888.624.5928 and asking to speak with the technical support director.
Should an issue be identified that relates to a third-party software component that
is not a part of an Xecuritas product, technical support will still attempt to provide
assistance, but no guarantees are made, expressed or implied, that the efforts will
be successful. The customer should bring those issues to the attention of the relevant
vendor. Should another vendor’s product be identified as the cause of the incident,
the standard Xecuritas customer resolution procedures will not apply.
For important information regarding Xecuritas products, including current versions,
supported products, and products with end of support dates,