Keeping your network secure requires on-going evolution
of your Bradford Networks NAC solution. Our Gold and Platinum
support packages keep
you up-to-date and let you get the information and assistance
you need when you need it.
-
Telephone access to responsive security and network
specialists
-
On-line documentation and reference information
-
New version and maintenance software releases
-
Hardware platform support
| |
GOLD SUPPORT |
PLATINUM SUPPORT |
| Phone Support |
8 am – 8
pm US ET *
(After hours Emergency Support ) |
24/7 |
| New Version Releases |
Yes |
Yes |
| Maintenance Releases |
Yes |
Yes |
| Hardware Replacement |
3 Days **
|
Next day **
|
* Monday through Friday (US holidays excluded)
** Hardware Replacement requests need to be submitted by 2:00 PM US ET
- Support service is provided through remote access. To
accomplish this, customer must provide Bradford with remote
access to Bradford systems. On-site support is purchasable
from Bradford Networks.
- Contact Bradford Support Services via:
| |
GOLD SUPPORT |
PLATINUM SUPPORT |
| Toll Free |
866-990-3799
|
Phone
|
603-228-5300 |
| |
|
| Email |
|
| SEVERITY LEVELS &
RESPONSE TIMES |
|
Severity Levels
| Level |
Description |
Examples |
|
Emergency* |
Severe business impact as the result of a problem with your Bradford Network Access Control Solution. This problem requires immediate attention.
|
Application will not re-start or cannot be accessed; database crash; system performance has degraded to a point where system is not usable. All essential processes are not functioning or responding. System and policy enforcement services are not operational. No clients can register.
|
|
Critical |
Your business is impacted as the result of a problem with your Bradford Network Access Control Solution. This problem requires prompt attention.
|
System and policy enforcement services are operational. Some essential processes are not functioning or responding.
|
|
Non-Critical |
Errors, feature or change requests, cosmetic improvements,
etc. |
Request new device support, changes to existing features,
cosmetic issues, product implementation assistance and
furtherance. |
|
Assistance / Information
|
You have questions about / need guidance with Bradford product capabilities or configurations, or want to expand Bradford’s integration into your network
|
Device support, how-to’s, adding wireless, adding additional network access and security policies, changing or adding authentication methods, adding gaming or handheld devices, product implementation assistance and furtherance
|
|
Feature Request
|
Our customers are a source of new feature requests and product enhancement suggestions. Submit them here by supplying a detailed description of the behavior and result you are requesting.
|
|
* Phone Call Required To Initiate Case
Response Times
| Level |
Call Receipt |
Case Assigned |
Solution |
Release |
|
Case # emailed within . |
Customer contacted within |
Patch or work around provided within |
Patch, maintenance or major release |
|
Emergency |
1 Hour* |
1 Hour |
3 Business Days |
Maintenance Release |
|
Critical |
1 Hour* |
24 Hours |
30 Days |
Maintenance Release |
|
Non- Critical |
1 Hour* |
5 Business Days |
60 Days |
Major Release |
|
Assistance / Information
|
1 Hour* |
5 Business Days |
N/A |
N/A |
|
Feature Request
|
1 Hour* |
5 Business Days |
N/A |
N/A |
* Call Receipt for calls outside of hours of
operations will be next business day
|
