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 Email 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 Email 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.

Upgrade to Premium Support

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.

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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.

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.

Contact Support

Company Blog

Our blog addresses the latest security trends and stories. The posts discuss how identity and access management are playing a larger role in keeping corporate data safe as well as brand reputations intact.

Visit our Blog