F-Secure will support it's product according to list published on the company support web and has thus right to limit the support given to outdated product versions.

Each service is described in the following chapters.

3. Radar-SMS instant security notifications

F-Secure Radar-SMS is a security broadcast system that delivers instant security notifications through SMS messages to mobile phones.

F-Secure Radar gives the IT professional in charge of security the best chance of stopping a virus or DoS attack before they can breach their system. Since they will be alerted immediately, they can beat the outbreak to the punch. Also, since the alert will be delivered to them no matter where they are, they can make sure their systems are prepared for the pending attack.

The security notifications are prioritized into two levels that the end-user can easily understand and quickly determine the severity of the situation (level 1 alerts and level 2 alerts).

4. Technical Support

Technical Support includes services as follows:

WEB based FAQs – F-Secure’s public web site http://www.f-secure.com/ has a link to our support site http://support.f-secure.com/ where there is a comprehensive collection of FAQ's for each F-Secure security product. These FAQs cover and provide solutions for incident-based questions and the most common installation incidents. This site is accessible by anyone, anywhere and anytime.

Email support – F-Secure’s Premium customers can have a unique customer-specific email address to submit their technical incidents to F-Secure’s Technical Support. Default priority for email support case is level 3 (see below for description). Premium customers will have prioritized email queuing. Premium customers will get a company specific support email address.

Phone support 24/7 – Telephone support is available at any time of the day, week or year. F-Secure’s Premium customers will have direct contact to third-level Advanced Support Engineer with priority access. The Technical Support team is available to help you with F-Secure product related issues.

Fax support – For rare cases where a customer cannot call or email to our Technical Support, he may query F-Secure's Technical Support by fax. F-Secure’s Technical Support will reply by Fax or any other mode the customer may choose. The target time for first response is 24 hours from the first customer contact. This is a local business hours service GMT + 2hrs.

Product Escalations – When an Advanced Support Engineer can not handle a case according to F-Secure’s standard time frames or lacks a certain technical competence for a specific case, the incident is escalated to F-Secure’s fourth-layer support team. This layer of support is chiefly designed for Critical Accounts, product piloting and product escalations. F-Secure’s fourth-level Product Experts have deep knowledge and extended experience for each of F-Secure's security products.

Critical Accounts – F-Secure has defined a Critical Account process, to solve any kind of issues, the customers might be experiencing when dealing with F-Secure or any F-Secure’s business partner. Any product or service, that has not been handled according to the customers expectations, may fit the profile to become part of F-Secure’s Critical Account process. These incidents are handled case by case with response and resolution times agreed together with the customer.

4.1. Support process

All support requests must come either via defined email address or phone number delivered to customer. Only for the support request following that procedure a service levels will apply.

Only the named persons in customer organization can contact F-Secure support.

Support requests can handle F-Secure products or virus removals. The number of annual support cases is unlimited.

The support request will follow the process as follows when solved.

support_diag_131x272

4.1.1. Incident priority descriptions

Incident Categories – Customer incidents are classified into four categories. Priority 1 and 2 incidents must always be reported via telephone. When reporting incidents via email, Priority 3 is the highest possible priority level and used as default. Buyer defines the priority at the time the incident is reported. The priority can change at any time during the process. Customer satisfaction is measured for each incident handling case.

High Priority Incidents – F-Secure Technical Support will take immediate action to resolve the incident for both Priority 1 and Priority 2 incidents. Only priority 1 & 2 incidents can be served outside office hours. Service is done in English and Finnish. Support for third party hardware or software is not included.

4.2. Customer's responsibilities

The customer is responsible to:

Appoint a primary contact to a counterpart for F-Secure Technical Support.
Appoint maximum 3 technical contacts, who are allowed to contact F-Secure support. All other support must be handled by the customer in-house.

The customer must follow the support process described in this service description to ensure proper handling of the support requests.

The customer is responsible to inform F-Secure whenever there are changes in contact persons or the technical architecture.

Incident Severity	Basic Description of Incident Severity	Target Response Times	Roles and Responsibilities for Incident Solving
Priority 1 incident	- Installed device inoperable. Critical impact to business operations. 24-hour Buyer and Supplier commitment to solve the incident. No workaround available.	- Incident must be reported via telephone. - Support supplier takes immediate action to resolve incident. - Maximum target time for first response is 60 minutes. - In the first response the reporting intervals to customer will be agreed upon together with the schedule of how the solving of the incident shall be performed.	-Supplier is working on incident full time 24/7, stopping all other activities for required personnel. - Customer supplies own personnel to be present and reachable 24h/7d, stopping all other activities for required personnel.
Priority 2 incident	- Device operation severely impaired. Significant impact to business operations. Fulltime Supplier and Buyer commitment to solve the incident during local business hours. No workaround available.	- Incident must be reported via telephone. - Maximum target time for first response is 2 hours. - In the first response the reporting intervals to customer will be agreed upon together with the schedule of how the solving of the incident shall be performed.	- Supplier personnel is working fulltime on incident during customer local business hours. - Customer personnel present and reachable during local business hours.
Priority 3 incident	- Operational device impaired but operational. Visible effect during local customer business hours. Workaround may be available.	- Incident can be reported via telephone or e-mail. - Maximum target time for first response is 1 working day. - In the first response the reporting intervals to customer will be agreed upon together with the schedule of how the solving of the incident shall be performed.	- Supplier works on incident solution during local business hours. - Customer works during local business hours.
Priority 4 incident	- Cosmetic impairment. Request for enhanced feature. No immediate resolution required. Request for general information.	- Maximum target time for first response is 3 working days. - In the first response the reporting intervals to customer will be agreed upon together with the schedule of how the solving of the incident shall be performed.	- Solution provided for cosmetic or other incidents possibly in future versions, depending on the roadmaps for the product.

5. Optional services

5.1. 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.

5.2. 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.

5.3. 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.

5.4. 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 4.1.

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.

5.4.1. 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.

5.4.2. 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.

5.4.3. Customized service development meetings

The F-Secure Technical Account Manager and the customer can also meet in a different country than the contract defines. This option might be needed when the management is located in a different country than the IT-department. Service may not be available worldwide.