Support and Maintenance

• 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.

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.

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.