Optional Support Services

Optional services are available for all support packages. The price for the following services is decided case-by-case. Please check for price and availability from F-Secure or a certified reseller. Optional services are:

Certification training

The Premium Service can include certification training of selected F Secure products. The products covered by training are F Secure Policy Manager, Anti-Virus, Anti-Virus Client Security and gateway products.

On-site support

The Premium Service customers can have access to on-site support, which can cover installations, configuration of products, planning and auditing of F-Secure products etc. Service may not be available worldwide.

On-site certification training

The Premium Service can include certification training on selected F-Secure products. The training can optionally be held at customer´s site. Service may not be available worldwide.

Technical Account Management

F Secure can appoint one contact person for Technical Account Manager. The service contact will be responsible for the given services, service levels, reporting and regular development meetings. The Technical Account Manager will not directly take support requests. Support request must follow the process described in this service description chapter 5.1 The Technical Account Manager contact will utilize the whole F Secure service organization to provide the service to the customer according to this service description.

• Follow-up and reporting: The Technical Account Manager will provide the customer service level reporting on monthly basis. The report will include the meters defined in this service description.
• Service development meetings: The supplier and the customer will at separate agreed intervals meet and assess the service level and needed future actions. Present will be the Technical Account Manager, and/or other Customer Advocacy staff and the customer representatives.

Other services based on the customer's requirements

The customer might have special needs that have to be agreed separately.