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AccessAnywhere Customer Support Program
At AccessAnywhere, we understand that remote access to your internal resources is no longer optional, it's mission critical. Consequently, we've built a proactive remote monitoring service right into the AccessAnywhere appliance to facilitate pre-emptive systems troubleshooting, and minimize system downtime. The remote monitoring service is directly linked and integrated with our support organization, the AccessAnywhere Customer Support Center (ACSC). The ACSC is staffed by fully trained experts, ready to assist you via phone or e-mail.
Standard support, provided with all AccessAnywhere subscriptions, provides remote monitoring and customer notification, full hardware warranty, software updates and comprehensive technical support via phone, e-mail. AccessAnywhere customers with more demanding suport requiremements can also upgrade to Premium Support, as described below.
Whether you choose Standard or Premium Support, you will be entitled to technical support for an unlimited number of incidents, unlimited profile change/deletes, access to our web knowledge base, hardware replacement, and software updates for duration of your subscription.
 VPN Monitoring
We monitor the AccessAnywhere Remote Access Platform and provide notifications to the customer in the following areas:
- Monitor for key hardware failures, and provide proactive remediation
- Track and report on system availability.
Software Support
AccessAnywhere's highly skilled support staff will work with authorized customer contacts to identify and resolve problems in the configuration of the AccessAnywhere service.
Appliance Support
The AccessAnywhere Platform is designed to ensure the highest degree of service continuity, however in the unlikely event of a hardware failure in your AccessAnywhere appliance, AccessAnywhere will ship a complete replacement system to your site, to facilitate a quick and easy swap-out.
4-Hour Hardware Rapid Recovery Service
AccessAnywhere Support goes beyond just free hardware replacements. Using leading edge virtual server technology and our centralized configuration and policy management center, our support team can deploy a fully functional virtual duplicate of your AccessAnywhere VPN appliance within just 4 business hours.
The Rapid Recovery Server provide full VPN functionality and will allow your business operations to continue while the replacement device is in transit.
AccessAnywhere VPN Support Offerings
| Feature |
|
Standard Support |
|
Premium Support |
| |
| Service Availability and Remediation |
|
7 x 24
|
|
7 x 24 |
| Hardware Replacement |
|
Lifetime |
|
Lifetime |
| Knowledgebase Support |
|
7 x 24 |
|
7 x 24 |
| E-mail Support |
|
5 x 10 (8 - 6) EST |
|
7 x 24
(High Severity Only) |
| Phone Support |
|
5 x 10 (8 - 6) EST |
|
7 x 24
(High Severity Only) |
| Change Requests |
|
5 x 10 (8 - 6) EST |
|
7 x 10 (8 - 6) EST |
| Authorized Admin Contacts |
|
1 |
|
2 |
| Direct End User Support |
|
No (Unless requested by the ACSC) |
|
Yes |
| Rapid Recovery Service |
|
Option |
|
Option |
| Service Levels |
|
High severity issues:
4-business hour response.
Medium severity issues: 8-business hour response. Low severity issues:
24-hour response. |
|
High severity issues:
2-hour response
Medium severity issues: 4-hour response.
Low severity issues:
24-hour response. |
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