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Support

SecureIQ is dedicated to providing the highest level of customer satisfaction with every system we sell. In the fast-paced and dynamic field of network security, quality support and a rapid response can make the difference between a thwarted network attackand a successful one. To deliver outstanding support to our customers, SecureIQ has invested heavily in technology and staff to build a state-of-the-art Management Operations Center that’s second to none. To ensure high system availability, we’ve added full network diversity, video surveillance, fault tolerant servers, redundant power sources, and our own power generators. From this well-equipped vantage point, our highly trained network and security engineers monitor networks and support our products around the world on a 24x7x365 basis.

Our product support and system maintenance programs are custom tailored to meet our customer’s needs. Whether you are a large-scale carrier or a mid-sized corporation, we can design a support program that’s right for you. Our support organization covers the full network security system lifecycle from conception and design to installation, deployment, upgrades, and expansion. Support offerings include the following:

  • Product and customer site registration
  • Issue and problem resolution tracking
  • Phone, email, IM and remote desktop support (so that we see what you see)
  • Minor and major software releases
  • Product documentation
  • System expansion
  • Advance hardware replacement
  • New monitored device profiles
  • Security threat and rules updates

SecureIQ’s products are designed with remote maintenance and support in mind. Given the critical position our systems occupy in a network, we’ve built-in enhanced remote access features like encryption, two-factor authentication, and secure management portals to ensure that our own products stay secure. Our software design gives our support staff the ability to effectively diagnose, troubleshoot, and correct problems remotely wherever and whenever they occur. Customer issues are logged and tracked in our advanced Trouble Ticket system.

For customer training, SecureIQ offers a range of off-site and on-site programs that can be tailored to the needs of our customers and channel partners. We also have a growing complement of administrator product manuals and end-user guides. For custom development projects and one-of-a-kind requests, our Professional Services group is available to help customers integrate SecureIQ’s products into their networks.

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