WinMagic offers three levels of support for customers seeking assurance that their data encryption investment continues to protect information around the clock. Support levels package are designed to give customers the level of technical support they need depending on their business requirements.
Basic
Support
WinMagic Basic Support is for customers that use SecureDoc Standalone (Windows & Mac) or customers in a managed environment with 49 licenses or fewer. This level of support offers basic services to customers that only require e-mail or online support. Basic Support features include: e-mail and online support via the e-ticket system and knowledge base.
Standard
Support
WinMagic Standard Support is for customers that have deployed SecureDoc Enterprise Edition and centrally manage their solution with SecureDoc Enterprise Server (SES). This level of support offers enhanced support services to customers including features in the Basic Support Package as well as business hour telephone support.
Premium
Support
WinMagic Premium Support is for customers that have deployed SecureDoc Enterprise Edition and centrally manage their solution with SecureDoc Enterprise Server (SES). This level of support offers the highest-level support services to customers including features in the Standard Support package and 24/7 telephone support.
SUPPORT OFFERING |
BASIC SUPPORT* |
STANDARD SUPPORT |
PREMIUM SUPPORT |
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| Terms Available | 1 Year |  |
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| 2 Year | |
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| 3 Year | |
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| E-mail Support | |
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| Online (electronic) Ticket | |
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| Online Knowledge Base Access | |
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| Documentation (Manuals, release notes, set-up guides) | |
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| Basic support service levels** | |
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| Telephone support during local business hours (8:00AM to 5:00PM), Monday to Friday (except holidays) |  |
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| Standard support service levels** | |
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| Telephone support 24 hours-a-day, 365 days-a-year for critical support issues | |
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| Premium support service levels** | |
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| Online technical training and tutorials | |
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