ETassist™ Customized Help Desk and Onsite Support Services
ETSec believes that Customer Service does not end after the sale, and that our clients often need and deserve continued expert support services. To meet this need, ETSec has developed customizable, competitively priced, high value-added help desk and onsite support service offerings.

Help Desk/Onsite Support Services are provided by ETSec via our Certified Technical Services Team. At ETSec we pride ourselves on offering this service for many of the security solutions we represent and have rigorously tested in our Certified Lab. For example: for our CheckPoint and Nokia clients, ETSec is a Check Point Service Provider and Authorized Nokia Support Provider -- enabling us to provide our clients with a single point of contact for the resolution of Check Point and Nokia problems. In short, ETSec provide an often-needed extra layer of expert support services to augment your in-house staff.

ETassist™ has set a new industry standard for help desk and onsite support services. Our help desk/support is staffed by certified, experienced security and networking experts who will be familiar with your name, your environment, your security policies and your particular issues. Our engineers average 15-25 years of experience in running corporate security in F500 organizations.

Baseline Services include:

  • Nokia Software Subscription, which includes maintenance release updates, error correction and secure access to Nokia Support Web areas devoted to Nokia software information. Please note - Software subscriptions for Nokia Horizon Manager and Check Point software are sold separately.
  • Hardware Advanced Replacement (A/R) Service, which includes same day shipping service from the appropriate regional warehouse for parts orders received prior to 8PM local time
  • Nokia and Check Point first line support by certified, experienced security and network professionals (8x5 or 7x24)
  • Documented Service Level Agreement with problem escalation procedures
  • The benefit of knowing that your issues will be worked aggressively through resolution

The following Value-Added Services are also included in the services baseline:

  • A named ETSec Customer Advocate responsible for your account.
  • A named Check Point Certified Security Expert assigned to your account.
  • Immediate notification of Check Point or Nokia security alerts.
  • Automatic receipt of quarterly security newsletter.
  • The ability to schedule periodic conference calls with your named CCSE (One per week).
  • The ability to schedule on-site visits by your named CCSE (One per month)

Available Premium Services include:

  • The ability (at your option) to store and update current configuration data on ETSec premises to facilitate resolution of problems when you call for help.
  • The ability (at your option) to enable secure, remote access to your environment so that issues can be worked by a subject matter expert in real time.
  • The ability to request emergency on site assistance (guaranteed 4 hour response time within 100 mile radius of Mount Laurel, NJ.) Emergency on-site support is provided at a contracted rate. Travel expenses are waived.
  • The ability to schedule on-site hardware replacement or assistance with changes to your environment. Scheduled support is provided at a contracted rate. Travel expenses within the local service area are waived.
  • The ability to request other customized services at appropriate rate schedules.

The ETSec Help Desk Difference, At A Glance:

  • Certified Security Expertise
  • 8x5 Support
  • 7x24 Support
  • 30-minute Response
  • Named Customer Advocate
  • Named CCSE
  • Scheduled Conference Calls
  • Scheduled Onsite Visits
  • Guaranteed 4-hour Onsite Level 3 Support
  • Knowledge of Your Environment
  • Network Troubleshooting
  • ETSec Certified State of the Art Security Lab to emulate, replicate and evaluate client configurations and trouble-shooting activities.

ETSec Licensing & Renewals Management
As an additional value-added service to our clients, ETSec offers complimentary comprehensive license management services to handle license renewals, maintenance tracking, and set up co-termination requests. Our experienced licensing specialists function as a central contact for simple and timely resolution of your software licensing requirements.

Our service is based on our ongoing monitoring and coordination of software license and support contracts, and management of the renewal process. This service ensures support continuity for client security systems, and frees our clients from spending valuable resources on the tedious paperwork involved in such processes. We offer this service for all security solutions we represent.

For more information on our licensing and renewals management service, call an ETSec Customer Advocate at +1 856-222-4222, or e-mail to renewals@etsec.com