Cyber_IA

Telos Information Assurance Maintenance and Support

At Telos, support and training of our customers in the use of our solutions is extremely important. The Customer Support Group ensures that our customers receive the greatest value possible from your Advanced Technologies solutions.

The Customer Support group is staffed by a team of skilled technicians, software engineers, and service professionals, who are accessible via telephone and online via e-mail. You determine how you want to communicate, either verbally on the phone, or through your keyboard.


Contacting the Customer Support Group:

Please collect and be prepared to provide the following information prior to contacting Customer Support:

  • Your Telos-issued customer ID (found on your new customer welcome letter) 
  • Your contact information (name, company, address, e-mail, primary and alternate phone numbers) 
  • Application name and version number 
  • Be prepared to provide any error messages or error output associated with the issue 
  • Determine the operating system and/or database platform and version numbers.

Maintenance and Support Policy:
  • Maintenance support period of performance:
    • For Subscription customers - beginning on the date of subscription shipment through the term of the subscription*
    • For Perpetual License customers - beginning on the date of license shipment for the initial term of annual maintenance agreement and subsequent renewals**
  • Help install the product and troubleshoot operational issues (via telephone)
  • Replicate any problems to verify the causes of any suspected error in the product
  • Provide workarounds for identified and verified product errors or malfunctions
* For Subscription Customers - Subscribers automatically receive the Annual Maintenance for the life of their subscription.

** For Perpetual License Customers - Annual maintenance must be purchased for the first year at the time of the initial order, and may be renewed in subsequent years. Annual Maintenance must be purchased for each applicable software technology upgrades, such as Continuous Assessment and Process Enforcer.

High Device Count Voids Maintenance and Support. The maximum number of equipment components that should be selected for testing is 500 within a single project. If more than 500 components are selected as "Test This Equipment", Telos retains the option to decline troubleshooting support for the project.


Maintenance and Support Defined:

The Xacta software suite (IA Manager & FLUX) is a robust and complex software solution aimed at providing Enterprise level risk management. As such, Telos Corporation offers software maintenance for both software applications which provides customers with patches, general content updates and product enhancements.  Included with Annual Software Maintenance, Telos Corporation also provides a toll-free help desk for customers. The Help Desk is available to answer basic questions about the use and installation of the Xacta Software Suite. The Help Desk can also be utilized to report potential software issues and track those associated tickets through resolution.

The Xacta Software Suite is highly complex and customizable.  As a result, Telos offers customers the option to engage Subject Matter Expertise (SME) in the form of Support Service Hours to assist with additional advanced services they may require to successfully implement the IA Manager and/or FLUX Software Application(s).  These specific services may include (and are usually driven by the customer's organization and internal risk management process):

  • implementation within complex and/or custom environment
  • integration with 3rd party software/services
  • data migration/translation services
  • custom/tailored regulations
  • custom roles/templates/approvals
  • customized publishable documents
  • implementation (program) management
  • system administration
  • custom product enhancements
  • custom content development

These advanced services are not included with the Xacta Software Suite's annual maintenance.  As previously stated, Annual Software Maintenance provides our customers with software patches, general content updates, and product enhancements.  Customers requesting assistance with any advanced services or customized content will be assigned a "level of effort" and a quote will be provided to facilitate the funding of those requirements.


Pricing:

For pricing details on Xacta IA Manager Maintenance, please contact your Telos sales representative at 877.409.2282 or send an e-mail to sales@telos.com.

Disclaimer: Telos reserves the right to modify this Maintenance and Support policy at any time.