Support & Maintenance

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Product & Service Support Team

Smiling handsome customer support operator with headset working in call center.
  • Our knowledgable and dedicated support team will help from the very simple startup process issues to your very complex networking and operational issues
  • Depending upon your support level, we can help you quickly over the phone, via email, have an expert answer your questions or have a top research & development engineer understand your complex issue and provide you a solution.
  • We provide end-to-end support for all our products. The support includes Hardware to OS to Database to Software Applications to Smart-Phone App etc.
  • We provide you  a dedicated team of highly skilled support engineers who can understand the complexity of your network and your environment. Having knowledgeable support engineers make it easier for you to communicate and also help us to understand  your needs. 
  • We provide a service (Platinum Package) where you can ask our team to modify a feature or database or certain operational procedures so that it fits well in your environment. Simple changes can save you millions.
  • We provide a service where customers can request a customized functionality in our product-line just for their company to meet their security requirements

Edge Access Security Customer Support

Silver
  • This covers Maintenance of hardware and software provided by Known Access.
  • This also includes periodic bug fixes as reported by the customers and prioritized by Known Access
  • Email support is provided to communicate directly with the support staff for your product and service related issues
  • Guaranteed response time is as follows:
    1. Business critical 3 hours
    2. Degraded service 6 hours
    3. General issues 24 hours
  • 8X5 Phone support
Gold
  • This covers Maintenance of hardware as well as software provided by Known Access.
  • This also includes periodic bug fixes as reported by customers
  • This also includes software upgrades with new security features developed by us
  • Email support is provided to report product & service issues
  • Guaranteed response time is as follows:
    1. Business critical 1 hours
    2. Degraded service 2 hours
    3. General issues 3 hours
  • 12X5 Phone support
Platinum
  • This covers Maintenance of hardware and software provided by Known Access.
  • This package includes all the bug fixes as reported by customers
  • This also includes software upgrades with new security features developed by us
  • If required we can modify the existing security features to meet your security policies and product integration needs
  • Response time is as follows:
    1. Business critical 1 hours
    2. Degraded service 2 hours
    3. General issues 3 hours
  • 24X7 Email & Phone support 
Customization
  • The product customization is only offered with the platinum package
  • This package allows you to customize the Known Access security system to fit into your environment.
  • You may have your own employee management systems, HR management system, Network device management system, centralized Syslog management system, etc and if you want to fit our security system in that environment then we can provide you product customization functionality.
  • The customization provided by us is much cheaper solution than handling it in-house

Support of Cloud-Based Access Security Service

Standard
  • This covers support from 9AM to 5PM
  • Email and phone support is provided
  • Response time is as follows:
    1. Business critical 3 hours
    2. Degraded service 6 hours
    3. General issues 24 hours
Premium
  • This covers support from 9AM to 9PM
  • Email and phone support is provided
  • Response time is as follows:
    1. Business critical 2 hour
    2. Degraded service 4 hours
    3. General issues 6 hours
  • 4 hours of engineering support is provided per month to work with your IT team to resolve any security or networking issue
Premium Plus
  • This covers 24×7 support 
  • Email and phone support is provided
  • Response time is as follows:
    1. Business critical 1 hour
    2. Degraded service 2 hours
    3. General issues 3 hours
  • 8 hours of dedicated engineering support is provided per month to work with your IT team to resolve any security, networking or any other issues