User guide

Preface
10
Getting Technical Support
Introduction ISS provides technical support through its Web site and by email or telephone.
The ISS Web site The Internet Security Systems (ISS) Resource Center Web site (
http://www.iss.net/
support/ ) provides direct access to frequently asked questions (FAQs), white papers,
online user documentation, current versions listings, detailed product literature, and the
Technical Support Knowledgebase (
http://www.iss.net/support/knowledgebase/ ).
Support levels ISS offers three levels of support:
● Standard
● Select
● Premium
Each level provides you with 24-7 telephone and electronic support. Select and Premium
services provide more features and benefits than the Standard service. Contact Client
Services at
[e-mail] if you do not know the level of support your
organization has selected.
Hours of support The following table provides hours for Technical Support at the Americas and other
locations:
Contact information The following table provides electronic support information and telephone numbers for
technical support requests:
Location Hours
Americas 24 hours a day
All other
locations
Monday through Friday, 9:00 A.M. to 6:00 P.M. during their
local time, excluding ISS published holidays
Note: If your local support office is located outside the
Americas, you may call or send an email to the Americas
office for help during off-hours.
Table 4: Hours for technical support
Regional
Office
Electronic Support Telephone Number
North America Connect to the MYISS
section of our Web site:
www.iss.net
Standard:
(1) [phone] (toll free)
(1) [phone]
Select and Premium:
Refer to your Welcome Kit or
call your Primary Designated
Contact for this information.
Latin America
[e-mail]
(1) [phone] (toll free)
(1) [phone]
Table 5: Contact information for technical support