Your purchase of Xacta includes full access to Telos Concierge Service (TCS), a robust customer support program that minimizes time-to-value by providing application support, access to the TCS Customer Support Portal, and limited Subject Matter Expert (SME) support.
For Xacta 360 support:
Call toll-free: 1-888-288-4981
Log in: The Telos Concierge Service portal offers an extensive library of self-help content including FAQs and instructional videos.
Please collect and be prepared to provide the following information prior to contacting Telos Concierge Service:
Always available help desk support staff
Our cross-trained and certified personnel are standing by to provide general application support and assistance. You can count on them to keep you informed and to track your support request through to resolution.
Information at your fingertips through a customer support portal
An extensive library of self-help content such as application manuals, FAQs, and instructional videos will help you quickly set up users, configure templates, and use Xacta 360 to achieve your specific organizational goals.
You have ongoing contact with Concierge team members through multiple entry points to answer your questions and put you in touch with product experts as needed. And you can create support requests and monitor their status in real-time.
Limited subject matter expert support
Subject matter experts (SMEs) in cyber security, compliance, and information assurance (IA) are prepared to address more complex issues and questions that you may have as you set up, configure, and use Xacta 360. This includes real-time application troubleshooting and basic IA process and regulation counseling. SME support can be requested via telephone, the customer support portal, or email, and is provided through the portal or by telephone.
Telos Corporation offers software maintenance for Xacta software applications that provides customers with patches and general content updates. Whether using Xacta in a virtual machine template, a Software as a Service (SaaS) model, or traditional perpetual on-premises license, Telos Corporation offers maintenance updates to ensure customers are up to date with the latest versions of Xacta Software.
Xacta software is highly complex and customizable. As a result, Telos offers customers the option to engage Professional Services in the form of Support Service Hours to assist with additional advanced services they may require to successfully implement Xacta. These specific services may include:
Full Service ATO Packages
Assessment and Authorization Support
Advanced Xacta Implementation Services
The need for these advanced services is usually driven by the customer’s organization and internal risk management process. These services are not included with Xacta software maintenance or the Telos Concierge Service. As previously stated, Annual Software Maintenance provides our customers with software patches and general content updates and the TCS offers support as defined above. Customers requesting assistance beyond maintenance and standard TCS offerings that include advanced services or customized content as defined by Telos Corporation will be assigned a “level of effort” and a quote will be provided to facilitate the funding of those requirements.
For pricing details on Xacta maintenance, please contact your Telos sales representative at 877.409.2282 or send an e-mail to email@example.com.
Disclaimer: Telos reserves the right to modify this Maintenance and Support policy at any time.
Product Enhancement Suggestions and Requests
Getting your feedback about Xacta is important to us. If you have a suggestion for a potential improvement or an enhancement request, please talk to your onsite Xacta Professional Services team members about your idea.
Visit the Xacta 360 page on this website for more information about Xacta 360.
Get a copy of the Telos Concierge Brochure here.
Visit the AWS Marketplace and search for Xacta 360 to get started with your deployment as either an AMI or SaaS version.
(After starting the video, please click “Watch on YouTube” to open in a new tab or “Full Screen” to expand.)
Automating Cloud Compliance with NIST RMF
The Xacta 360 Interface
Creating Users and Assigning to Projects
Creating Folders and Projects
Downloading and Restoring Templates