We already have the Data Protection Act and Sarbanes Oxley in the UK, but inevitably these will get stronger and new laws will be introduced.
Alex Kwiatkowski, lead analyst at Datamonitor.
GUARDIANEDGE CUSTOMER SUPPORT OVERVIEW
GuardianEdge offers two tiers of annual maintenance and support (AMS) as well as professional services to ensure that our customers successfully implement and use GuardianEdge products. GuardianEdge support programs, as well as partner-provided professional services are also available through our network of trusted channel partners. Locate a GuardianEdge trusted channel partner near you.
Annual Maintenance and Support (AMS) must be purchased at the time of software purchase. AMS has a term of one (1) year and is annually renewable.
Customers with an active AMS contract may contact support directly to log a technical support case online. To contact support via phone please dial one of the following numbers:
- For the United States and Canada: 1-866-274-9083 (Standard AMS) or 1-800-328-6814 (Premium AMS)
- For International: 011-703-286-2510
Annual Maintenance and Support Offerings
Premium Maintenance and Support
30% of software license fee, renewable annually. Includes:
- Customer Support Portal 24x7 access for 5 people
- 24x7 telephone support via toll-free number
- Live online technical support chat
- Software upgrades and patches
- 2 business hour or less response time to requests made through the portal or email during the selected Support Hours (excludes live chat)
- Deployment tools
Standard Maintenance and Support
20% of software license fee, renewable annually Includes:
- Customer Support Portal 24x7 access for 2 people
- Telephone support via toll-free number (6am – 6pm, Monday – Friday)
- Live online technical support chat
- Software upgrades and patches
- 4 business hour or less response time to requests made through the portal or email during the client’s elected support hours
- Deployment tools
The following are included in GuardianEdge Annual Maintenance and Support:
Customer Support Portal (CSP)
The Customer Support Portal (CSP) is a secure Internet portal designed to facilitate, track and resolve technical support incidents. Each organization is given access to the CSP based on their elected ASM program. Additional staff access may be purchased for a one-time fee of $250 per person.
The portal allows you to:
- Search knowledgebase for technical solutions
- Directly log support cases
- Check status of open support cases
- Update information on open support cases
Log a technical support case directly from our website
Toll-free Telephone Support
The GuardianEdge support team is standing by to help you with any technical concerns that you might have. Calling our toll-free technical support line you can access technical support either 24x7 or 6am – 6pm, Monday – Friday (your local time), depending on the program level you choose.
1-866-274-9083 (Standard AMS)
1-800-328-6814 (Premium AMS)
Online Technical Support Chat
Available 24x7, the GuardianEdge Online Technical Support Chat is a great way to get a question or issue resolved quickly. Our experienced team of technical representatives is ready to answer your questions in real time, with knowledgeable answers.
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Available Deployment Tools
- Implementation Checklist
- Template Project Plan
- Best Practices Documents
- Product Demonstration Presentation (on-demand via Internet)
Additional Service Options
In addition to the implementation and deployment services offered by our well-trained and experienced network of channel partners, the GuardianEdge Professional Services Group offers a variety of consulting and training services to ensure customer success. Each engagement is tailored specifically to the customers’ needs. Available services include:
