Rights Management Service Pledge

The SafeNet Rights Management Customer Service Team pledges that we will be there for our customers when you need us. Providing assistance to you is our top priority. The following outlines precisely the level of service we will provide:

Response to Every Issue within 4 Hours or Less

Most within 30 minutes

Coverage 24 hours a day, 5 days a week

From anywhere in the world

Access to Support through a Variety of Means for Your Convenience

Phone
Email
Online web portal

Support to Your Sentinel Hardware Key Customers

Online web form
Response to your customers in 24 hours or less

Access to Online Solutions

Comprehensive Knowledge Base
Tracking of open incidents
Technical Newsletters
Training

Quarterly Service Pack Releases

Notification of upcoming releases
Communication updates on Service Pack progress at least every 30 days
Special hot fixes to be released as required

Dedicated Web Portal to Assist You with Integration

Live chat with experienced integration engineers
Sample programs
ROI tools
Multimedia walkthroughs of common implementations
Advanced implementation tools
Fulfillment tools

Should you have an experience with our Customer Support Team that does not meet the expectations outlined above, please contact David Giessel, VP, Customer Support, at (949) 450-7315. SafeNet will do everything in our power to remedy the situation and provide all required assistance.