Vigil Software is a world leader in network security, content filtering, email and device management, protection against viruses, spyware, spam and policy abuse

Technical Support

For customers to receive the full benefits available from Information Security products it is essential that they have access to knowledgeable and responsive technical support.

Vigil Software has a sophisticated support infrastructure with over 7 trained support engineers holding a wide range of industry accreditations and expert knowledge on the NetIQ Marshal product range.

Vigil Software offers clients the following:

• A complete range of support offerings including 24x7 Support, incident packs, in addition to standard vendor support offerings.

• Service Level Agreements for all levels of support including standard 9x5 business available on request.

• Access to Vigil Software's Online Support call tracking system

• Call Prioritisation to get you back online quickly, as follows:

	Mission Critical: Software down and cannot be brought up, thereby preventing the Customer's business from carrying out its normal operations.
	Severe Disruption: Software down and/or causing operating problems for the Customer's business and its normal activities.
	Problematic: Software failing on a regular basis or problems occurring within specific functions or facilities.
	Non Critical: Occasional software failures/problems that can be overcome without undue difficulty or disruption to the Customer's business operations.
	Information: Feedback to vendors is essential to ensure that products are continually improved. Customer comments and requests are forwarded to the appropriate vendor. In addition to Vigil Software support can provide product information on features and functionality, although this naturally does not extend to product training.

•	A friendly and professional approach to providing support in a timely and effective manner with calls closed only after the customer is satisfied.

Why do your customers need
Vigil Software Services?


	Custom technical services to meet business needs
	Professional, impartial advise to optimise business processes and security
	Increase product capability and increase return on investment