M86 Support Services
Whether your company requires around-the-clock coverage or basic support, M86 Security can deliver the level and types of support you need. Our tiered technical support plans and software maintenance options offer flexibility and convenience to match your particular business needs.
Essential Care (Basic Plan)
Essential Care provides basic support coverage at no extra cost for the duration of your product subscription. Essential Care offers timely and cost-effective response to your support needs.
It includes support during normal business hours1, as well as all product upgrades, security updates and maintenance releases during the subscription period.
For the full offering and details, please download our support services datasheet by clicking here
Premium Care (Enhanced Plan)
Premium Care offers enhanced support services for additional fees for the duration of your product subscription.
Premium Care includes guaranteed availability of M86 technical support resources and case reporting tools on a 24x7x365 basis1, as well as 24x7x365 telephone support1, 3.
For the complete offering and details, please download our support services datasheet by clicking here
Enterprise Care (Extended Plan)
Enterprise Care offers extended support services for additional fees for the duration of your product subscription, including direct support by M862. To qualify for the Enterprise Care Plan, certain deployment parameters must be met.
Apart from the guaranteed availability of M86 technical support resources and case reporting tools on a 24x7x365 basis and 24x7x365 telephone support, it also includes Technical Account Management.
Enterprise Care customers are entitled to 5 days of onsite technical support services.
For the complete offering and details, please download our support services datasheet by clicking here
Premium Hardware Support Option
M86 Security offers Premium Hardware Support as an additional support fee-based service, including extension of the hardware warranty and replacement of faulty hardware with a new or refurbished unit, shipped next business day following RMA approval. For details, contact an M86 account manager.
Details regarding general M86 Security hardware problem reporting and support procedures are available at this link
Specific information for appliances based on IBM hardware is available at this link
| Service Plan | Essential Care | Premium Care | Enterprise Care |
| Technical Support Availability | During business hours as defined locally1 | 24x7x365 | 24x7x365 |
| Access to M86 Support Center (Online Reporting) | During business hours as defined locally1 | 24x7x365 (via channel) | 24x7x365 (Direct)2 |
| Telephone Support | During business hours as defined locally1 | 24x7x365 (via channel)3 | 24x7x365 (Direct)2 |
| Customer Forums | Yes | Yes | Yes |
| Product Upgrades, Patches, Security Updates and Feature Packs | Yes | Yes | Yes |
| Extended Product Documentation | Yes | Yes | Yes |
| Access to Knowledge Base | Standard | Standard | Expert |
| Support resource focal point | Level 1 | Level 1 | Level 2 |
| Prioritized queuing of all issues | - | Yes | Yes |
| Onsite Support | - | - | 5 days4 |
| Designated Technical Account Manager | - | - | Yes |
| Quarterly Trend Analysis of Customer Support Activities | - | - | Yes |
| Premium Hardware Support Option (includes extended warranty)5 | Optional | Optional | Optional |
1 Via channel. Direct service is available for customers that purchase directly from M86 Security.
2 Upon channel and M86 approval.
3 Support outside of M86 business hours is only available for critical cases on all products except Secure Web Gateway.
4 Per subscription year and depending on deployment size. The 5 days are limited to a maximum of 2 visits. Restrictions in travel and expenses might apply depending on deployment size and customer location.
5 Available for certain HW models.
* M86 support services specified on this webpage are subject to the M86 Security Support Services Policy.