Levels of Support

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Authentium introduces four levels of Technical Support

Authentium offers a variety of support solutions for your security needs Australialuding “Instant Answer” Platinum phone support, priority placement in telephone queues and 24/7 Emergency Threat Response. The various support level options are described below; please contact the sales representative in your area for ordering information. If you have purchased online or from an Authentium authorized reseller, please contact the reseller for your support questions.

Platinum Level: We encourage Authentium customers to choose our Platinum level of service. Authentium's Platinum service offers customers the full package of support services. Customers can
elect to pay an annual fee and receive the following premium support services (in addition to all the benefits described in the Gold and Silver packages at the bottom of this page):

Priority placement in separate telephone queue for technical support calls.
A dedicated Toll-Free "800" number reserved just for Platinum customers.
Personalized Tech Support Team - Your account will be assigned to a team of technicians who will learn your particular support needs. This will improve overall response time with focus on your issues.
Priority notification of definition file updates with separate download area to ensure fast access.
Priority notification of software updates.
Customized Platinum-support web page with information geared to your issues.
Participation in special focus groups for product enhancement requests.
The opportunity to participate in software BETA test programs.
Discounted on-site support rates.
Please contact the sales representative in your area for more information on our Platinum support package.

Gold Level: This level includes the Silver Level services (detailed at the bottom of this page) plus:

Unlimited telephone and e-mail support (via non toll-free number) Monday through Friday from 8 a.m. to 8 p.m. (EST).
24 hour by 7 days a week emergency response (meaning actual virus threat).
Gold support is available for a minimum of $395 per year.

Silver Level: All Authentium customers will have an impressive array of support options available to them at no cost for the length of their update and upgrade term:

Unlimited definition file updates for the length of the license agreement.
Software program upgrades (includes patches and functional improvements).
Unlimited access to our web-based support including FAQ's, Virus Database, and Knowledgebase.
Virus Alerts and Newsletters that contain the latest virus and product news.
Telephone support Monday through Friday from 8 a.m. to 8 p.m. (EST) on a pay per incident basis (see below for pricing)
Enterprise customers receive one free telephone support incident for installation related issues.

Single User:
Enterprise (defined as having at least one server):

NEW! Authentium is proud to introduce our newest level of technical support, Titanium Level Care. For more details on this premium service, please contact your sales representative.