Support

The best products are backed with the best support.  With the backing of our technicians and suppliers, Network Secure will provide you responsive and quality support on any of the products in our portfolio.

In the first instance please use our contact form for product related support issues or
contact us to discuss support plans and we will advise on the best course of action. This service is available during normal business hours. 

For further information on specific product support plans and 24 x 7 response please choose from the following:

• Astaro
• Secutrends
• Innominate
• eEye
• Email Systems

Astaro Support Plans

We offer a range of support plans to meet the needs of customers ranging from home office workers to large distributed enterprises.  With the purchase of any Astaro product, customers receive a 90 day warranty. Starting from the day of purchase, customers receive Astaro Silver Support for installation related questions.  For extended support three plans are offered:

Silver Support is a cost effective continuous support program. Customers contact Astaro via a web form and receive an email reply within one business day.

Gold Support is designed for organisations requiring consistent comprehensive technical support. Customers contact Astaro via a web form or by telephone, and receive an email or telephone reply within 4 business hours.

Platinum Support is Astaro’s premium 24 x 7 support offering, designed for organisations requiring continuous support coverage at the highest possible levels.  Customers contact Astaro via a web form or by telephone. During business hours they receive immediate access to the first available member of customer support staff. Outside business hours they receive an email or telephone reply within 4 hours.

Secutrends Appliance Support

All our Secutrend appliances have a 24 month warranty, and come with a hardware onsite service that is next business day collect and replace with the faulty unit undergoing hardware diagnostic checks at Secutrends.

Innominate Support Plans

Three support plans are offered, basic, standard and Premium.  Customers contact Innominate via electronic communication around the clock 24 hours a day, 365 days a year.  Telephone hotline support is dependent upon contracted services and support times, and unless stipulated otherwise is from 9am to 5pm with the exception of legal holidays. Response times are within 24 hours.

Basic Support informs registered customers by email of updates and/or bug fixes

Standard Support includes all the features of the basic support and expands on this with support on the following modules:

Premium Support includes all the features of the standard support package and expands on these with the following two modules:

• VPN configuration
• Central certification

eEye Support

eEye’s automated support systems provides quick and efficient response to customer support requests.

• Knowledge Base - provides comprehensive answers to frequently asked questions (FAQ’s) and is available to current eEye customers
• Automated Support System - quick and efficient response to support requests within normal business hours
• Produce Services - online product training and assistance with all stages of product development, network design, product configuration and enterprise-wide integration.