RSA Security APP0000025BBE12 プリント

• Expert telephone assis-

tance, 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 re-
leases to major upgrades

• Response time for non-

critical 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 deter-

mines the severity of the issue. If technical support is required, the CRD sends your case to the

Systems Support team.

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.

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.