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 their information assurance 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.
Please collect and be prepared to provide the following information prior to contacting Customer Support:
* 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 upgrade, such as Xacta Continuum and Xacta Compliance Campaign Manager.
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.
The Xacta IA Manager software suite 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 and general content updates. 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.Xacta IA Manager 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 Xacta IA Manager. These specific services may include (and are usually driven by the customer’s organization and internal risk management process):
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 and general content updates. 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.
For pricing details on Xacta IA Manager maintenance, please contact your Telos sales representative at 877.409.2282 or send an e-mail to firstname.lastname@example.org.
Disclaimer: Telos reserves the right to modify this Maintenance and Support policy at any time.