Support and Maintenance
Versasec customers with an existing support and maintenance contract can access the Versasec Support Portal, offering extensive professional support and maintenance services. The Versasec Support Portal offers a variety of services:
- Email: Allows customers to generate support tickets for any issues encountered with Versasec products.
- Chat: Allows customers and any site visitor to communicate directly with support engineers.
- Talk: Allows customers to initiate a call with an online agent, through the support widget in Versasec’s portal.
- Meet: Allows customers to schedule a 1-1 session with a Versasec support agent (based on calendar availability).
- FAQs: Extensive questions and answers on the Versasec products.
- Updates: Customers have direct access to product maintenance updates when they become available.
- Customers with a valid support account can access the Versasec Support Portal.
- Customers can also send support requests to support@versasec.com.
Response Time
Versasec commits to respond to our customers within the service level set out below for the subscribed plan:
Premium
| Severity | Response time (h) | Access | Chat | Talk | Meet | |
| Urgent | 4 | 24x7 | Available | Customer to schedule | ||
| High | 6 | BHH | Available | Available | Not Available | Customer to schedule |
| Normal | 12 | BHH | Available | Available | Not Available | Not Available |
| Low | 24 | BHH | Available | Not Available | Not Available | Not Available |
BHH (Business Hours High) Sunday to Friday 5 AM to 10 PM GMT. Versasec reserves the right to adjust the severity reported by the customer, based on the severity level described above.
Professional
| Severity | Response time (h) | Access | Chat | Talk | Meet | |
| Urgent | 6 | BHS | Available | Not Available | Not Available | Not Available |
| High | 12 | BHS | Available | Not Available | Not Available | Not Available |
| Normal | 24 | BHS | Available | Not Available | Not Available | Not Available |
| Low | 36 | BHS | Available | Not Available | Not Available | Not Available |
BHS (Business Hours Standard) United Kingdom business hours, non-Holidays Monday to Friday 8 AM to 6 PM GMT.
Urgent – there is an outage where Versasec Products or services are not operational and will not start, customer’s business is stopped, and users cannot make any progress in issuing credentials that will impact the security or reputation of the customer (excluding test and development systems).
High – because of the Versasec Products, customer’s business is restricted but users can carry out work with significant difficulty or delay. Potentially customer’s business might stop.
Normal – no solution was obtainable through severity level Low, which therefore requires deeper analysis from Versasec.
Low – the customer is requesting information about the installation or service, use or functionality of the Versasec Products found in our knowledge base.
Support Agreement
Find our Support and Maintenance Agreement below. [pdf]
Video Guides
Our video guides are found at our support portal and YouTube channel.
Our Support
“The Support Team at Versasec works very closely with the end customer. We work to make sure they feel good about any issue we resolve. A happy customer is important.”
Meet our Professional Services and Support Director Paul Foley
vSEC:CMS
Our product suite provides all the software tools to administrate and manage credentials in a secure and convenient way.
Free Product Trial
Versasec provides enabling IT security products centered on the usage of security devices such as smart cards. Our solutions enable customers to securely authenticate, issue and manage user credentials more cost effectively. Get a free product trial
Job Openings
We are always looking for new exceptional persons to join our team! Find out more about our job openings.
CMS/SCMS
SCMS = Smart Card Management Systems
CMS = Credential Management System
New to credential management? Have a look at the Wikipedia definition of a ‘Smart Card Management System’.
Versasec Support
Versasec customers with an existing support and maintenance contract can access the Versasec Support Portal, offering extensive professional support and maintenance services. The Versasec Support Portal offers a variety of services, allowing for customers and any site visitor to communicate directly with support engineers.
