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Two service and support programs are available: |
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Platinum Service Level Agreement
Our Platinum program provides technical
support 24 hours a day, 7 days a week with a
guaranteed 30 minute response time. You will
be speaking with one of our highly trained
security specialists within 30 minutes of
first contacting us.
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Gold Service Level Agreement
Our Gold program provides technical support
from 8 a.m. to 8 p.m. Monday to Friday with
a guaranteed 4-hour response time.
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Supplementary Services |
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The following services compliment our Security
portfolio. For more information please contact
support@nandn.com
On-site Support: Platinum and Gold programs
do not cover on-site support. You may request
that a certified engineer visit your office to
resolve technical issues directly. This will be
a chargeable service. At N&N's discretion, it
may be possible under some circumstances to have
a certified engineer visit your office to
resolve technical problems directly if you
request it. There will be an additional charge
for this service.
N&N E-mailer: All customers receive a free
subscription to "Security Technical Update"
delivering network security news including
advanced manufacturer upgrade information,
troubleshooting tips, recent patch releases and
virus alerts.
Training: As a Check Point authorized
training centre, N&N offers a number of courses
including Check Point Certified Security
Administrator (CCSA) and Check Point Certified
Security Engineer (CCSE) to assist you in
managing your firewall and other OPSEC products.
To learn more about course offerings, course
locations and dates, e-mail :
vijay@nandn.com
Software Renewals: For customers who
subscribe to our manufacturers' software
subscription and maintenance programs, N&N
offers automatic annual renewal assistance and
ensures all subscription contracts are
maintained and up to date.
Quality Measurement and Customer Feedback:
Periodically N&N may contact you as part of our
quality assurance and assessment program. This
ensures that you experience the high level of
service and support we are committed to
providing. |
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If you have reached here looking for Technical
Support on any of our various Security Solutions ,
then we advise that you please follow the following
procedure to ensure Prompt Service from our
Technical Assistance Center (TAC): |
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N&N's Customer Service and Support uses a
multi-tier support model for processing and
resolving reported problems and issues. This
page provides information about what you can
expect when calling our customer service centre.
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Collection of information: When you call
our customer service centre, our customer
service representative will answer your call and
will ask for the following information:
Contact information including company name, your
name, telephone number and e-mail address. If
the issue in any way involves licensing, you
will be asked for the certificate key(s).
Description of the Software version number and
patch level (include which service packs or
patches have been applied).
Detailed description of the problem or issue
including any symptoms noted, patterns, specific
error messages, what was changed or added or
moved prior to the occurrence and what you have
tried.
A support ticket will be opened detailing your
problem.
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N&N's ticketing process
Our customer service centre has a defined
ticketing system. Every question is assigned a
unique ticket number regardless of whether it is
solved immediately or is escalated to a security
engineer. Here's what you can expect when you
call:
Assigning a ticket number to your question.
After gathering the details relevant to the
question or issue, as listed in the previous
section, a ticket is opened and a number is
assigned. This ticket number is used to track
the issue from initial contact to final
resolution.
A confirming e-mail. The customer service
representative sends you an e-mail detailing:
The ticket number to which you can refer if the
need arises for you to call us again regarding
this problem. A short description of the
problem.
Status reports. If more investigation is
required and we are unable to resolve your
ticket right away, we will keep you up to date
on our progress as we continue to work on
resolving your issue. Status reports are sent
every two days, at a minimum.
Closing your ticket. When your ticket is
resolved, either immediately over the phone or
by e-mail, or by the engineer to whom your
ticket has been escalated, an e-mail is sent to
you summarizing the issue and the resolution.
Closing resolved tickets. If your ticket is
escalated to our engineers, once it is resolved
we will contact you to give you the details of
the solution, and ensure everything is now
working. Attempts will be made to contact you by
phone over 3 business days, and an e-mail will
also be sent to you each of those 3 days. If by
the end of the 3 business days we have been
unable to reach you, the ticket will be closed.
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N&N's escalation
process
Many of your questions will be answered by our
certified customer service
representatives. Should they be unable to
resolve your question immediately, N&N has a
defined escalation process that ensures
efficient resolution of your ticket. Here is the
process we follow:
1. Immediate resolution. If the problem is
resolved within 30 minutes, the customer service
representative closes the ticket.
2. Escalation to 2nd level support. If the
problem is not resolved within 1 hour, the
customer service representative will escalate
the ticket to 2nd level support. When the issue
is resolved, the customer service representative
or 2nd level support discusses the solution with
you and closes the ticket.
3. Escalation to security specialist. If the
problem is not resolved by 2nd level, a security
specialist is consulted. When the issue is
resolved, the customer service representative or
the specialist discusses the solution with you
and closes the ticket. At times the security
specialists will consult with our vendors or our
Director of Advanced Technology to resolve the
issue.
4. Troubleshooting solutions. Sometimes
troubleshooting in our lab environment is
required in order to recreate the problem and
determine the best resolution. If the ticket is
not resolved within two days, regular status
reports are sent to you.
5. Access to product development teams. Our
relationships with our vendors give us access to
the manufacturers' product development teams. In
cases where we are unable to resolve your issue,
we consult with the manufacturer. You are sent
regular status reports.
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