Cyberoam has announced the launch of Platinum Support Service (PSS). Cyberoam PSS will provide 24×7 priority support, by providing timely and accurate support ensuring high levels of quality and responsiveness. PSS is designed to help tackle priority based support queries and provide suggestions to deal with constantly changing threat landscape for healthy network security. PSS will be a top-up service, to the existing support services that Cyberoam offers—Basic (8×5) and Premium (24×7). Unlike the other two support services which are ‘Per Appliance’ basis; PSS will be on ‘Per Customer’ basis. Depending on the complexity of a network customers will be categorized under respective price bands namely, ‘Platinum Power’ or a ‘Platinum Super’.
Along with all the features of the Basic and Premium Support that the customer has subscribed, the key highlights of PSS will also be added, which will include a highly trained technical account manager (TAM) to conduct periodic reviews and provide periodic responses on most pressing technical issues, quarterly site visits, 24×7 direct access to senior technical support engineers and product specialists, expedited call handling, Network architecture reviews, migration planning assistance.
Talking in detail about few prime features included in PSS, Technical Account Management (TAM) program is ideal for enterprise or global organizations seeking specific expertise, access, and commitment to maximize the performance of Cyberoam solutions. Quarterly site visits, yet another highlight of PSS, will include Call Analysis and Review; Review/Audit existing Network & Security Policies, Provide Findings & Recommendations and Submit audit report. Platinum support services will keep customer security infrastructure updated, equipping it to react swiftly to any problem that may occur.
Cyberoam focuses on bolstering support capabilities in line with customer growth. Sunil Sharma, VP – Sales, India & SAARC, Cyberoam, said, “The launch of these top-up services will benefit both customers and partners.”