Since October this year, F-Secure has expanded its support services to include new and more in-depth features for its customers. From its original offering which included the usual F-Secure Anti-Virus and Intrusion Prevention products, product support, database delivery service and product upgrades, service packs and hotfixes, customers will now have access to more.
Support services now extend to Silver Support, Premium Services and Premium Gold Services. Irrespective of size, F-Secure support services are available to all business customers with a valid license of F-Secure Anti-Virus and Intrusion Prevention products. Licenses are account based rather than product based.
In the new model, customers choosing silver support service are only covered for one country whereas in premium and premium gold support services, they can gain coverage for one continent - for instance Europe or North America or choose global coverage.
First in the key benefits of the newly created Silver Support services is the speed of response to problems and the involvement of key experts. As well as phone access to an advance support engineer, customers will enjoy a fast response telephone and email service and access to experienced F-Secure certified supports experts.
The new services are cumulative so the next level, Premium Services incorporates the Silver Support benefits and adds it own. These include regular status reporting, quarterly reports on support cases, planning and development assistance as well as proactive planning and information on products upgrades and new F-Secure products and services. Customers will also enjoy support and access to advance support engineer 24/7, F-Secure Radar (F-Secure security alerting service) accounts which keep them up to speed about virus outbreaks.
At the level of Premium Gold Services, customers are assigned a Technical Account Manager (TAM) who visits them at least twice a year in the first meeting documenting the customer's F-Secure environment and making this information available to technical support in order to ensure high-quality and fast response support. Further customer meetings focus on reporting technical support and planning assistance if needed as well as the discussion of possible upgrades and new products. In addition to a greater amount of Radar accounts, customers also receive product certification training thus bringing them up to speed with F-Secure's products as well.
Speaking about the new enhanced range of support services, Ari Alakiuttu said: "The advancement and development of support services to our customers is essential to our corporate strategy, to develop as a company that offers not only products but also high quality services.
Author: Mark Woods Corporate Communicator
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