Telos Concierge Service for Xacta Maintenance and Support
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 Telos Concierge Portal, and limited Subject Matter Expert (SME) support.
Telos Concierge Portal
Before reaching out…
Please collect and be prepared to provide the following information prior to contacting Telos Concierge Service:
- Your Telos-issued customer ID (found on your new customer welcome letter)
- Your contact information (name, company, address, email, primary and alternate phone numbers)
- Application name and version number
- A screen capture or description of any error messages or error output associated with the issue
- Determine the operating system and/or database platform and version numbers.
Telos Concierge Service Details
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 cybersecurity, 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.
Maintenance and Advanced Professional Services Defined
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 Package Creation — Telos can complete the full Body of Evidence (BoE) for your Authorizing Official
Assessment and Authorization Support
- Select BoE document generation
- Vulnerability assessments
- Penetration testing
Advanced Xacta Implementation Services
- Implementation within complex and/or custom environment
- Integration with 3rd party software/services
- Data migration/translation services
- Custom/tailored regulations
- Business process engineering
- Custom roles/templates/approvals
- Customized publishable documents
- Implementation (program) management
- System administration/on-site help desk
- System administration
- Custom product enhancements
- Custom content development
- Computer-based training
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.
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.
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.