Thales Premium Plus Support

Including 24x7 access to our expert Technical Support engineers

Highest Level 24x7 Support

FIPSOur Premium Plus Support package provides our highest level of 24x7 technical support. It is designed for organizations who cannot allow their business to be impacted by extended outages within their critical live environment.

Premium Plus support includes access to our highly skilled team of technical support engineers, 24 hours a day, 365 days a year (by phone only at weekends and public holidays) and our Advance Hardware replacement service. This service dispatches a replacement HSM by the end of the next business day, without the need to return the faulty HSM first.

Features of Premium Plus support

  • 24x7 access to our expert Technical Support via Web portal, phone and email*
  • Initial response within 4 hours
  • Critical Incident Management Process, to handle mission critical technical issues.
  • Advance Hardware Replacement
  • Access to the web portal and knowledgebase
  • Software, firmware and documentation updates
  • Priority escalation handling
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