RSA Security APP0000025BBE12 Fascicule

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 documen-

tation, 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 solu-

tions collated from RSA Security’s product, field and

advanced technical support engineers.

•

Product Updates. Get direct access to current patches ref-

erenced 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 third-

party 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 implemen-

tations take on mission-critical importance, requiring an

even higher level of professional support. For those compa-

nies, RSA Security offers RSA SecurCare Extended, a value-

added 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 soft-

ware-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

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 addition-

al 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. 

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.

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 solu-

tion 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.

Regardless of where the call originates, urgent production-

down 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.