Support

Comprehensive Service and Support

BorderWare does not have a "one size fits all" approach to support. Instead, BorderWare has developed a variety of services that respond to your diverse requirements. Our tiered support plans provide maximum flexibility based on your particular business needs:

	Standard	Premium
Technical Support
Phone & Email Support	24 x 7 x 365	24 x 7 x 365
Online web form support	X	X
Remote diagnostics	X	X
Committed response time	1 Hour	1 Hour
Software Support
Updates and patches	X	X
Full version upgrades	X	X
SecurityConnection alerts	X	X
Hardware Warranty
Hardware replacement	X	X
RMA Express	X (optional)	X (optional)
Online Resources
Documentation	X	X
Knowledge base	X	X
User forum	X	X
Managed Accounts
Assigned support representative		X
Regular system checks		X
On-demand monitoring		X
Emergency onsite support		X*

*Guaranteed 3 business day replacement with RMA Express Service from BorderWare and emergency onsite support is available in select locations – please check with your local reseller for availability.

Support Services Datasheet

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