Customer Support Services Overview
Our customer support offering provides a range of support options designed to meet the unique needs of your business.
Increased ROI
Our mission is to minimize business disruption, maximize protection, and increase the value of your investment with our extended support plans.
Extensive Expertise
Our customer support team, product specialists, consultants, and project managers have years of experience supporting more than 10,000 security-conscious organizations in their digital transformation
Service Around the Clock
We offer support services around the clock from service and support teams worldwide, backed by a global network of certified resellers and distributors and OneSpan’s R&D organization.
Plan Options
OneSpan offers a variety of extended plans with options that range from Essential support during business hours to 24 x 7 support with access to a designated support specialist.
Reduced Risk
We help you reduce your implementation and deployment risk. We provide you with the assistance you need to fully leverage our solution.
High Satisfaction Score
90% of our customers are satisfied about OneSpan’s customer support service. We offer a full spectrum of maintenance and support services to help you manage, use and monitor, OneSpan’s solutions.
Essential Support Plan
The Essential Support Plan is an annual agreement for support services during regional business hours. We recommend this support plan for non-business critical applications.
Our Essential Support Plan provides you with annual maintenance, 24x7 emergency assistance by phone for Priority 1 cases for our cloud offering and access to our support engineers during business hours. You’ll also get access to our self-service tools such as our customer support portal, knowledge base, trust center and community portal.
Premier Support Plan
The Premier Support Plan is an annual agreement for 24 x 7 support services including accelerated service level commitments for initial response, status updates, and incident resolution.
We recommended the Premier Support Plan for business-critical applications.
You’ll enjoy all the perks of the Essential Support Plan including self service tools, continuous support and guaranteed service level objectives.
Elite Support Plan
The Elite Support Plan is our most complete Customer Service offering. It is an annual agreement that comprises all benefits of the Premier Support Plan and additionally includes a designated support specialist, higher priority response, support service review, and on-site preventive maintenance. We strongly recommend this support plan to safeguard your mission-critical applications before any harm is done.
Compare Support Plans
SUPPORT PLAN OVERVIEW
| DESCRIPTION | ESSENTIAL | PREMIER | ELITE LITE | ELITE | |
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| Critical incident support for OneSpan Cloud offering | 24 x 7 monitoring for operational incidents and event / alert handling |
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| 24 x 7 emergency support via telephone | Priority 1 | Priority 1&2 | Priority 1&2 | Priority 1&2 | |
| Critical incident support for OneSpan on-premise offering | 24 x 7 emergency support via telephone |
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Priority 1&2 | Priority 1&2 | Priority 1&2 |
| Support & Service requests | Service Request - Email / Live chat (via Customer Support Portal) – Response time | Next business day* | 8 hours (24 x 5 )* |
8 hours (24 x 5 )* |
8 hours (24 x 5 )* |
| Request for Information | Request for Information - Email / Live chat (via Customer Support Portal) – Response time | Commercially reasonable efforts | 8 business hours* | 8 business hours* | 8 business hours* |
| Maintenance | Software product patch creations, minor and major software updates |
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| Knowledgebase | Technical knowledgebase for faster troubleshooting and issue resolution |
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| Customer Support Portal | Live chat, case management, access to knowledgebase |
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| Trust Center | Online real-time updates on the status of OneSpan Cloud systems (system status, scheduled, and ongoing maintenance etc.) |
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| Community Portal | Sandbox development area, document resource center and support tools, code sharing center, and community forum |
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| Service Level Objectives | Response times |
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| Commence working within 1 hour for priority 1 & 2 incidents |
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| Continuous support | Global support for priority 1 & 2 critical incidents - follow the sun principle |
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| Service Status Review | Cloud Solution Service Review - 1 per quarter (stay informed about upcoming releases) |
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Report: 1/quarter Live: 1/year | Live meeting: 1/quarter | Live meeting: 1/quarter |
| Designated Support Specialist | A designated support specialist for expedited services will be assigned per 4 customers |
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1 per 6 customers | 1 per 4 customers |
| Priority Case Routing | Higher priority response |
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| Support Service Review | Drive resolution of issues in recurrent meetings (weekly, bi-weekly, monthly) |
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| On-site preventive maintenance | On-site assistance from OneSpan, up to 20 days per year, travel and lodging included |
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*For business hours and contacts in your region, please see OneSpan.com/support