Tech Support

 

Partner Technical Support

Level 1 Support shall be the sole and exclusive responsibility of the Partner. It shall be provided as described in the support level classifications. Reseller and Solution Partners can distribute any SafeNet product upgrades to end-users.

SafeNet Technical Support

SafeNet's technical support shall be in the nature of Level 2 and 3 support to the Partner in connection with its support of Partner's resellers and end-users that purchase products and support offerings. At Level 2 & 3, SafeNet shall provide back-up support to Partner including Fax, eMail and direct telephone technical support pursuant to SafeNet's published hours of operation.

Customer Connection Center (login required)

Customer Connection Center (C3) is available for customers who have purchased product from SafeNet and who need additional assistance or additional technical resources. The following is available in the Customer Connection Center:

• Extended Knowledge Base Search Engine
• Access to Premium support downloads such as product patches, updates and SDK resources
• Online Support Incident Initiation Form
• Online RMA Request Form

Updates and Fixes

SafeNet shall provide Resellers and Solution Partners with access to a secure SafeNet Extranet account to obtain SafeNet software updates and bulletins. These will include known problems, FAQ's, work-a-rounds, expected fixes and matters of a similar nature.