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www.thales-esecurity.com Thales e-Security Welcome to Thales Customer Support - Europe, Middle East and Africa

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Thales e-Security

Welcome to Thales Customer Support - Europe, Middle East and Africa

Welcome Pack – A Guide To Using Thales Customer Support Services

Thank you for choosing Thales Customer Support Services for your Thales product.

This welcome pack was created to help you understand how to access the range of support services available to you as part of your support package and ensure you get maximum value from our Customer Support.

At Thales, we are committed to providing a world-class technical support programme with expert technical support engineers available to answer your queries and to help you resolve issues related to your product.

What is in your Welcome Pack? 3

How do you use Thales Customer Support Services? 5

What is included in your Support Package? 11

Appendices 16-17

Version Number V 4.0 w w w . t h a l e s - e s e c u r i t y . c o m

Contents

1

welcome

CONTRACT SCHEDULEContract No:

Customer Order No:

Contract Date :

Contract Address:

Description

Invoice Address:

Contract Term :

Contract Duration :

Contract Value :

Service Cover From Charge From Value

Tel: (852) 2815 8633Fax: (852) 2815 8141Email : [email protected]

THALES Transport and Security (Hong Kong) LimitedUnits 4101, 41/F.248 Queenʼs Road EastWanchaiHong Kong

Salesman :

Page:

Your details

Start and expiry date of the contract

Units covered by the contract

Getting started

Within this welcome pack, you will fi nd instructions on how to contact Thales Customer Support to request support, along with a description of how we will manage your call. You will also fi nd descriptions of the features included in each of the support packages you may have purchased. If you requested a breakdown of the individual units covered under your support contract you will receive a document similar to the following:

welcome3

What Is In Your Welcome Pack?

support

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How to contact us There are three main ways you can contact us at Thales Customer Support:

1. Log a Support Request through the Thales CUSTOMER PORTAL

2. Telephone the Thales HELP DESK

3. Send an EMAIL to the Thales Customer Support team

Using the Thales Customer Portal Go to https://support.thales-esecurity.com/ to login to the Thales Customer Portal.

The portal allows you to enter support requests directly into the Thales helpdesk system, to monitor the progress of your support call and to access additional resources to help resolve your issue.

You can access the portal to search the knowledgebase, log calls and update information 24 hours a day. Please note that the support team monitors the portal during business hours only.

For information on how to register for access to the portal please see the instructions later in this pack.

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support How Do You Use Thales Customer Support Services?

Registering for the Customer PortalTo gain access to the Thales Customer Portal you will need to have a valid support contract. Please contact us by phone or email using the contact information below.

Telephone the Thales HelpdeskYou can call the Thales Customer Support helpdesk using the following numbers:

UK: +44 (0) 1223 723 666The normal offi ce hours for Thales Customer Support are between 8:30 a.m. - 5:00p.m. GMT/BST Monday to Friday, excluding English public holidays.

If you have a 24 x 7 support contract (e.g. Premium Plus or 24 x 7 Optional Rapid Delivery) please call the above phone number.

Emailing the Thales HelpdeskYou can email Thales Customer Support using the following email addresses:

[email protected]

Please note that the support email address is only monitored during normal business hours.

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When you log your request for support with us at Thales Customer Support you will be asked to provide:

• Your support contract reference number or the serial number of the supported unit

• A description of the fault and the circumstances in which it occurs

• An assessment of the severity of the fault in terms of the operational impact on you (please refer to the Fault Categories set out below)

• Information on the supported unit (e.g. serial number, license number, environment etc.)

We will open a new support call for you on our Helpdesk system and allocate to the case a unique call reference number. All correspondences from the support team will include this reference number. It will help your support call to be handled more effi ciently if you include this reference number in the Subject line in all your emails related to this issue.

We will assess and confi rm to you the priority to be assigned to the Support Call.

Priority Level

P1 Critical System Down

Major disruption

Minor disruption

The main software function cannot operate (i.e. the end result of the software cannot be achieved) due to failure of either software or hardware components in the production environment

The main software function operates but is disrupted (i.e. has an impact on the end result of the software) due to failure of either software or hardware components in the production environment

The main software function is disrupted, but the disruption is minor (i.e. has no immediate impact on the end result of the software) or disruption can be covered immediately by a workaround

Minor

SeriousP2

P3

Description ResultImpact

Question / Request for Information / Administration Queries

Question / Request for Information / Administration Queries LowP4

How we assess your call

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At Thales, we will assign resources to the investigation and resolution of the support call according to which Priority the call has been given and the type of support contract you have.

As the call progresses you may be asked to provide additional information or to run tests on hardware. Your co-operation in providing this information will allow the support call to be progressed and resolved.

Please note that, by having a support contract from Thales you agree and understand that hardware faults may sometimes be addressed by replacement of the faulty unit with a working unit.

Diagnosing the faultWe will address most Support Calls using the following steps:

(1) Your Thales Support Engineer will investigate the reported fault and reply quickly if this is a known issue with a solution or workaround.

(2) For other problems, the Support Engineer will try to make an assessment as to whether the problem has arisen as a result of an error in installing and/or operating the product, or whether the fault may be due to a failure in some aspect of the unit or related software.

a. If the reported fault is assessed as being a result of error in installing and/or operating the unit and/or related software, Thales’ support desk personnel will provide you with guidance via e-mail and/or telephone as to the correct installation and usage.

b. If it is assessed that the reported fault may be due to a failure in some aspect of the unit or related software then Thales’ support desk will provide, if available, a fi x or workaround (note this may include replacing the unit). Otherwise the reported fault will be escalated to Thales’ Advanced Technical Support team for further investigation and provision of a suitable fi x or workaround.

Escalating to the Thales Engineering TeamIf Thales’ Advanced Support Team cannot provide a fi x or workaround for your reported fault within a reasonable timescale, your support call will be escalated to Thales Engineering Development Team for further investigation.

Thales will advise you when issues are escalated internally so that you can co-ordinate management activity internally and ensure appropriate management liaison with Thales.

Keeping you informedWe will always advise you of progress on resolving your support call, the current status and, where possible, estimated time to resolution. The frequency of such reports is directly associated with the severity of the reported fault, and with the timetable applicable to Thales’ escalation procedure. You can also check progress of your call on the Customer portal.

Escalation managementAt Thales, internal escalation processes ensure management are informed of serious service issues so proactive measures can be taken to minimize delay in resolving your support call.

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Response timesThe time within which Thales Customer Support will make an initial response to your support request is defined by the support contract you have purchased. Please refer to the descriptions of the individual support contracts in this document.

Fix timesFor hardware failures, Thales guarantees the time it will take to ship a repaired or replacement unit. The details are specific to the contract you have purchased. It is not possible to give guaranteed fix times for firmware or software issues, however the escalation process described above shows how Thales Customer Support will take practical steps to try and ensure a fix is provided within a reasonable timescale.

Replacement HardwareBy having a support contract from Thales you agree and understand that hardware faults may sometimes be addressed by the replacement of your faulty unit with a working unit. In such circumstances Thales will issue you a RAN number to allow you to return the unit in question to Thales, for investigation and repair or replacement. It is important that a faulty unit should not be returned to Thales without advance warning and only after a valid RAN number is being issued.

On site supportOn-Site Support by Thales Support Engineers is not included in the standard support contracts. On-Site visits can, in exceptional circumstances, be negotiated and are charged on a time and materials basis at Thales’ current consulting rates.

Type of fixWhere it is identified that resolving your problem requires a fix in the firmware or software, Thales Customer Support will attempt to find a workaround or provide a correction.

The correction may be released to you in the form of a Hot-Fix, in order to achieve a release within a reasonable timescale the Hot-Fix will not be tested through the standard Thales quality assurance process and consequently is supplied “as is”. A tested version of the Hot-Fix will be incorporated into the next scheduled minor or major release of the application or code.

Closing your callWhen your support request is resolved, your support call will be closed and you will be sent a link to our Customer Feedback Survey. Here, you can feedback on the different components of the support you received. It is a very short survey and by completing this, you will be helping us to improve the service we deliver.

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What Is Included In Your Support Package?

Standard features

Thales Support Packages enable you to deploy and maintain your critical systems with access to Thales Technical Support engineers for quick answers and ongoing updates for firmware and software. As part of the support package you have purchased (see specific service descriptions that follow) you will get access to the following features:

Call reception and logging via telephone and email

Notification of call reference number for all logged calls

Investigation of all logged calls and agreement with you regarding method of resolution

Provision of firmware and/or software updates to address reported faults

Provision of major and/or minor firmware, software and documentation releases according to product development schedule

Repair/replacement of faulty hardware on return to Thales

Proactive investigation and reporting of faults and associated workaround or fixes

Proactive escalation of fault investigations

Standard SupportA Thales Standard Support Package provides your organization with all the features listed for Thales Hardware and Software Support. You will have unlimited email access to our team of Technical Support Engineers. These engineers will endeavour to answer any questions you may have about installing, confi guring and maintaining your Thales products. We will also assist you (email/phone assistance only, unless otherwise agreed or paid for onsite assistance) in integrating third-party products (depending on the approved compatibility).

From time to time, critical problems may occur that might prevent you from offering clients your normal level of service. Customers with the Standard Support Package can obtain immediate telephone support for critical queries by telephoning +44 1223 723 666 during our normal support hours (8:30 a.m. to 5:00 p.m. Monday-Friday excluding English public holidays).

A Standard Support Package covers the hardware device and the associated fi rmware and bundled software.

Standard Support includes:

Hardware Replacement (Standard Package) We will repair an original hardware unit or provide a replacement following receipt of your report and our acknowledgment that the Product unit has failed. We will then ship the repaired or replacement unit within 15 business days of receipt of the failed unit.

You will need to remove and return the original product to us and install the repaired/ replacement product at your cost, including any taxes and duties.

Please note that a replacement unit always contains the most up to date software, while your unit may contain a different version. This means that you may be required to make adjustments in order to operate the replacement unit.

Should you require a different software version to be loaded onto your replacement unit, then please alert us in advance.

12

Telephone & Email Support

8:30 a.m. - 5:00 p.m. GMT/BST Help Desk Operating Hours Monday to Friday, excluding English

Public holidays

Response within one (1) business day

24 x 7 Access to the Customer Support Portal https://support.thales-esecurity.com/

Software / Firmware / Document Updates

Repair or Replacement of verifi ed faulty units within 3 to 15 business days of Thales’ receipt of returned faulty

equipment from customer - subject to exportregulations and product type)

Information on new product releases

Premium SupportThe Premium Support Package builds on the Standard Support Package by including Advance Hardware Replacement. Replacements for failed hardware units are shipped by the end of the next business day, with no need to return the failed unit first. All you have to do is send us back the failed unit within 14 days of receiving the replacement one.

This package also delivers extended and prioritized support services such as faster response times, and priority escalation handling.

Premium Support includes:

*Via Email during business hours

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Telephone & Email Support 8:30 a.m. - 5:00 p.m. GMT/BST Help Desk Operating

Hours Monday to Friday, excluding English Public holidays +44 1223 723 666

Response within four (4) hours*

Priority Email Support

24 x 7 Access to the online Support Form https://support.thales-esecurity.com/

Software / Firmware / Document Updates

Product Announcements

Advance Hardware Replacement

Information on new product releases

Premium Plus SupportThe Premium Plus Support Package builds on the Premium Support Package by including 24 x 7 x 365 Telephone Support.

Advance replacement A replacement will be shipped by the end of the next business day after our Support Team have confi rmed the fault.

Please note that a replacement unit always contains the most up to date software, while your unit may contain a different version. This means that you may be required to make adjustments in order to operate the replacement unit.

Should you require a different software version to be loaded onto your replacement unit, then please alert us in advance.

Premium Plus Support includes:

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24 x 7 x 365 Telephone Support Tel: +44 (0) 1223 723 666

Response within four (4) hours*

Priority Email Support

Email Support 8:30 a.m. - 5:00 p.m. GMT/BST Help Desk Operating Hours Monday to Friday, excluding

English Public holidays

24 x 7 Access to the online Support Formhttps://support.thales-esecurity.com/

Software / Firmware / Document Updates

Product Announcements

Advance Hardware Replacement

Information on new product releases

Please refer to appendix A for details of the product this service package is available on.

*Via Email during business hours

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Appendix A: Hardware/Firmware Support available by Product

Standard Support

Premium Support

Premium Plus Support

payShield 9000

payShield 9000 Firmware License *1 *1

P3CM

SSCM

Datacryptor

nShield Connect

nShield (Solo,edge)

nShield PCIe

TSMC

TSS

Key Authority

Key Management Device

*1 Firmware Licenses must be on the same support level as the base hardware they run on.

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Appendix B: Software Support available by Products

Appendix C: Software Developer Kit

Standard Support Premium Plus Support

P3

Safesign Authentication Server

Safesign Management Server

IBM SRM

HSM Remote Manager system pack

CipherTrust

Standard Support Premium Plus Support

payShield C.A.N

Ciphertool

Codesafe

Time Stamp Server SDK

Thales recommends to purchase the Expert developer support from our Advanced Solution Group while developing your API, following the SDK we are offering below:

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Notes

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Notes

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Customer ObligationsTo enable us to perform the support service for you, it is important that you observe the following obligations: (a) Use the Equipment in accordance with its operating manuals and

promptly and regularly carry out all operator maintenance routines as and where specified;

(b) Only use with the Equipment, those operating supplies and media which comply with our recommendations;

(c) Only allow the Products to be used or operated only by properly qualified operators in the employ of or under your control and only allow us or our approved agents to adjust, repair, modify, maintain or enhance the hardware or firmware, except where any operator maintenance is specified;

(d) Keep back-up copies of the Product software in accordance with best computing practice;

(e) Consistently maintain the environmental conditions recommended by us;

(f) Advise us in writing immediately if you change the location of the Equipment from the address shown on the Contract Schedule.

Visits to your premisesIf our Contract includes site visits as part of the services, we will send an engineer to your site. Our personnel will be given reasonable access to the Product(s) your relevant personnel, telecommunications facilities and connections, modem links, electricity, light, heating and other normal services and operating time on any associated system (which conforms to the notified health and safety regulations) to enable tests to be carried out. Our personnel will take reasonable steps to minimise interference with and inconvenience to your business. Our personnel will at all times remain under our conditions of employment, management and control or those of our agent as appropriate. They will not be offered any employment by you during the Contract term and for one year thereafter..

Software Support At times we may make available a software correction, upgrade or patch for a particular problem or issue called Hot Fixes. Please understand that these are not subject to our full quality assessment and review process and that you must undertake your own testing to determine suitability for your use. If your Contract includes software support services, we will provide the following:a) Investigation and correction of errors causing the software to deviate

materially from the relevant current functional criteria, including any associated optional software licensed to you;

b) Updating of Documentation as and when necessary;c) Maintenance software and software release notes; d) Maintenance upgrades to the version of the software operated by you,

free of charge during the term of coverage, as and when they are available. (Please note this will not include extensions to the software’s functionality, unless a corresponding additional licence fee has been paid for this.)

e) Support for the current software release as well as one release preceding it. If the software has remained under continuous support coverage, we will provide support for a version/ release for 24 months from the date when the version/release is generally available from us.

Please be aware that all solutions, corrections, Hot Fixes and new releases supplied must be installed by you in accordance with our installation instructions. If you do not, this may render the software unusable or non-conforming and we would not be able to accept any liability for the software’s future performance.

ExclusionsThe following are NOT included or are beyond the scope of our software support service:(a) The provision of support personnel to your premises;(b) The correction of errors caused by accident, misuse, fault or

negligence on your part, (including your employees, agents, contractors or visitors), operator error, your failure to provide a suitable environment and operating conditions or by any other cause external to the Product units or software or otherwise beyond our reasonable control;

(c) The correction of errors or loss of functionality caused by any modifications made to the Product units or software Products by you or any third party (unless we have specifically agreed in writing to include them within the services scope);

(d) Support of software Products that have been released by us for more than 24 months and where the version is not the current release or the previous sequential software release (i.e. a release of a Product replaced by a subsequent release of the same Product);

(e) Addressing problems caused by negligence, abuse or misapplication or use of Products other than as specified in the documentation or other causes beyond our control;

(f) Support for Product installed on any computer hardware or operating system that is not supported by us;

(g) Support for consumable operating supplies or accessories;(h) Support to power, air conditioning or humidity controls, or to failures

of storage media not furnished by us; and(i) Software development or coding assistance or use of software

developer tool kits to create

Definition of Dead on Arrival (“DOA”) Means warranted Equipment which, as soon as it is unpacked (being not more than 30 days from delivery):

• has no power or• only powers LED upon initial power up or• continually re-boots or does not boot upon initial power up or• has no communication output to terminal upon initial power up or • has an instant mechanical failure (i.e. fans not running or key locks

not functioning).

This shall not include Equipment which the Customer or any third party have uploaded code not supplied with the Equipment Customer shall report its findings to Thales in writing and return the faulty Equipment within 30 days of delivery. If Thales accepts such Equipment to be bona fide DOA, Thales will replace it without cost.

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Follow us on:

About Thales e-SecurityThales e-Security is a leading global provider of trusted cryptographic solutions

with a 40-year track record of protecting the world’s most sensitive applications

and information. Thales solutions enhance privacy, trusted identities, and secure

payments with certifi ed, high performance encryption and digital signature

technology for customers in a wide range markets including fi nancial services,

high technology, manufacturing and government. Thales e-Security has a

worldwide support capability, with regional headquarters in the United States,

United Kingdom, and Hong Kong. www.thales-esecurity.com

Americas – Thales e-Security Inc. 900 South Pine Island Road, Suite 710, Plantation, FL 33324 USA • Tel:+1 888 744 4976 or +1 954 888 6200 • Fax:+1 954 888 6211 • E-mail: [email protected] Pacifi c – Thales Transport & Security (HK) Ltd.Unit 4101, Sunlight Tower 248 Queen’s Road East, Wanchai, Hong Kong • Tel:+852 2815 8633 • Fax:+852 2815 8141 • E-mail: [email protected], Middle East, Africa – Meadow View House, Long Crendon, Aylesbury, Buckinghamshire HP18 9EQ • Tel:+44 (0)1844 201800 • Fax:+44 (0)1844 208550 • E-mail: [email protected]