Marshal and 8e6 Products

Scope of Support

M86 Security Technical Support is available for assistance in troubleshooting and resolving specific issues with the Marshal and 8e6 product lines.

The following is generally NOT supported/provided by M86 Security Technical Support:

• Operating system support
• Third party application support
• Product training
• Product implementation assistance
• Product customizations

Issues related to the need for training or implementation assistance may be referred to our professional services or sales team who will work with you to arrange the services needed.

Support Resources

Online Self-Service Support

For assistance 24 hours a day our online support resources are available on this website (www.m86security.com/support). These resources include:

• Knowledge Base
• Customer Forums
• Product Documentation
• White Papers
• Hotfixes
• Service Packs
• Product Upgrades

Note: Items marked by this icon are only available to customers with a current support contract.

Contact Technical Support Directly

You can contact M86 Security Technical Support using the information found on the Contact Support page.

Email and telephone based support is available during normal business hours in each time zone.

Emergency after hours support for system down and critical issues is also available by calling the usual support number for your region. Please note that during certain times of the week this is a dispatched service so there could be a delay of up to 1 hour before an M86 Security support technician is back in contact with you.

Escalate Technical Support Issues

Technical issue escalations are managed by the engineer assigned to the case. They maintain responsibility for the progress of the issue inside M86 Security and are empowered to engage all resources necessary including support management, development, quality engineering, and sales to come to a satisfactory resolution. Additionally all escalations are closely monitored by the support management team to ensure that they progress appropriately.

To escalate an issue, simply contact the assigned engineer and ask that the case be escalated. This action initiates notifications to the appropriate members of the support management team and you will receive confirmation of the escalation within 1 hour.

Please note: If you do not receive a timely response as described above please contact support in the normal way and ask to speak directly with the manager on duty.

Service Level Guidelines

The following sections provide details of M86 Security Technical Support available services, response times, and hours of operation.

Support Plans Overview

Service	Premium Care	Essential Care	None
Knowledge Base
Customer Forums
Product Upgrades, Patches, and Feature Packs
Extended Product Documentation
Email and Telephone support during normal business hours1
24 x 7 x 365 support for critical issues
Prioritized queuing of all issues
Technical Account Management2

1. See Hours of Operation for information on regional availability.
2. Limited availability. Contact your M86 Security Sales person for more information.

Initial Response Times

Issue Severity	Description	Response Times
Critical	System is not functional or impairment to core functionality has significant impact to business and requires immediate assistance.	Premium Care: Normal Hours1: Immediate to 10 minutes After Hours: Less than 1 hour2 Essential Care: Normal Hours: Immediate to 10 minutes
High	Core functionality working as expected but other component(s) impaired. Workaround not available.	Premium Care: Normal Hours: 1 hour Essential Care: Normal Hours: 1 hour
Medium	Core functionality working as expected but other component(s) impaired. Workaround available, but root problem not yet solved.	Premium Care: Normal Hours: 1 hour Essential Care: Normal Hours: 2 hours
Low	Functionality of product is not impaired. Examples: usage questions, cosmetic issues, etc.	Premium Care: Normal Hours: 1 hour Essential Care: Normal Hours: 4 hours

1. See Hours of Operation for information on regional availability.
2. Phone calls to support made outside of normal operating hours may be relayed via a paging service. This can delay our usual response time of immediate but you will receive a call back within 1 hour.

Technical Support Hours of Operation

Normal business hours for technical support vary by region. The following schedule is currently in effect:

• Americas – 7AM to 7PM CST (GMT -6) – Monday - Friday
  The entire North and South American Continents
• Asia Pacific (APAC) – 8AM to 8PM (GMT +12) – Monday - Friday
  Australia, New Zealand, Southern Pacific, East Asia
• Europe, Middle East, Africa (EMEA) – 7AM to 7PM (GMT) – Monday - Friday
  Europe (East & West), Middle East (West Asia), African Continent

Resolution Times

M86 Security technical support makes every effort to resolve all issues as quickly as possible. While we would like to be able to commit to resolving issues in a specific time frame the nature and complexity of technical issues makes it impossible to do so. If ever an issue is not progressing as expected please use the escalation process above and M86 Security Support will ensure that everything within our power is being done to bring the issue to a resolution.

Last Reviewed April 1 2009