Standard Support

Support for Non-Critical and Development environments

Access to our expert Technical Support team via Web portal, phone and email during local business hours

Initial response to support tickets within 1 working day

Repair or replacement of verified faulty units within 15 days of the faulty hardware being received by Thales

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The Thales Standard Support Package provides your organization with the technical support services you may need for a non-critical, development or test environment. It allows you access to our team of Technical Support Engineers, who will endeavour to answer any questions you may have about installing, configuring and maintaining your Thales products.

We will repair an original hardware unit or provide a replacement following receipt of your report and our acknowledgment that the Product unit has failed. We will then ship the repaired or replacement unit within 15 business days of receipt of the failed unit. You will need to remove and return the original product to us and install the repaired/ replacement product at your cost, including any taxes and duties. Please note that a replacement unit always contains the most up to date software, while your unit may contain a different version. This means that you may be required to make adjustments in order to operate the replacement unit. Should you require a different software version to be loaded onto your replacement unit, then please alert us in advance

Features of Standard Support

  • Business Hours Email & Phone Support*
  • Software/Firmware Updates
  • Access to online Knowledgebase
  • Access to documentation library
  • Access to Support Portal
  • Info on new releases of SW and HW
  • 24x7 access to online support form
  • Hardware Replacement

*excluding public holidays

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