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.

AccessAnywhere 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
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.