Introduction
Sectona provides comprehensive technical support and customer success services to help organizations securely manage privileged access, maintain service availability, and support business continuity.
Our global support team provides expert assistance throughout the customer lifecycle, including product deployment, configuration, troubleshooting, maintenance, and ongoing adoption. Customers can access centralized support services through the Sectona Support Center, including support case management, technical documentation, knowledge base resources, and expert assistance.
Sectona support services are delivered according to the customer's selected Support Plan and applicable Service Level Agreement (SLA). Each plan defines the available support services, response times, support coverage, and customer success engagements to ensure a consistent and transparent support experience.
Sectona Support Services
Sectona Support is available through web and phone channels, with support coverage based on the customer's selected support plan.
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Support case management: submit, track, and manage cases through resolution.
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Technical resources: access product documentation, knowledge base articles, and troubleshooting guides.
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Expert assistance: connect with Sectona support for technical guidance and issue resolution.
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Product enablement: register for sessions to improve product knowledge and adoption.
SLA Types
Sectona classifies support requests into four priority levels based on severity, business impact, and whether a workaround exists. Response times and coverage depend on the chosen support plan.
|
Priority Level |
Severity |
Standard Response Time |
Advanced Response Time |
Support Coverage |
|---|---|---|---|---|
|
P1 |
Critical |
90 Minutes |
45 Minutes |
24/7/365 |
|
P2 |
High |
6 Hours |
3 Hours |
24/7/365 |
|
P3 |
Medium |
24 Hours |
12 Hours |
12/7/365 |
|
P4 |
Low |
24 Hours |
24 Hours |
12/5/365 |
Service Priority Levels
Sectona uses four service-priority levels to classify support requests by severity and business impact.
|
Priority Level |
Severity |
Description |
|---|---|---|
|
P1 |
Critical |
Critical service or functionality is unavailable, significantly impacting business operations with no immediate workaround. |
|
P2 |
High |
Major functionality is impaired. Operations can continue with restrictions or a workaround. |
|
P3 |
Medium |
Partial noncritical functionality is affected with limited impact on business operations. |
|
P4 |
Low |
General usage, documentation, or informational request with no production impact. |
Support Handling
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P1 – Critical: We provide continuous support until the issue is resolved or a temporary workaround exists.
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P2 – High: We provide support during normal business hours until resolution.
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P3 – Medium: We provide support during normal business hours until resolution.
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P4 – Low: We handle requests as general support issues during normal business hours.
Support Plans
Sectona offers Standard and Advanced support plans with different levels of technical assistance, SLA commitments, and customer success services.
|
Support Benefit |
Standard Plan |
Advanced Plan |
|---|---|---|
|
Committed Response Time |
90 Minutes |
45 Minutes |
|
Sectona Support Portal |
Included |
Included |
|
Self-Guided Resources & Knowledge Base |
Included |
Included |
|
Sectona University Training Seats |
2 users |
4 users |
|
Dedicated L2 Resource |
Ticket will be assigned to the support team for resolution. |
Includes Standard Plan + Dedicated Support Resource during global standard business hours. |
|
Health Checks & Recommendations |
NA |
2 per year |
|
Customer Success Manager |
NA |
Success planning and ongoing engagement |
|
SLA & Success Reviews |
NA |
Semi-annual |
|
Business Review |
NA |
Annual |
Advanced Plan add-ons:
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PAM drill assistance: up to 2 sessions per year.
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Technical Q&A: one session with a Sectona Technical Training Specialist.
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Additional training seats: extra Sectona University seats where applicable.
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Advanced Plan customers also receive a dedicated support channel, priority access to Tier 2 and Tier 3 experts, enhanced SLA coverage, health checks, success planning, and periodic reviews.