Support Information

Metadigm allow you to customise the level of support you receive to suit your needs. Metadigm's experience has led us to support and manage systems around the world from locations as diverse as Kazakhstan, USA, Columbia, Japan and many European countries. No matter where you're located you have the confidence that you'll be comprehensively supported and secure.

Three levels of support

Remote Support Service

This is a partially managed service whereby Metadigm will provide highly qualified and dedicated second level network security support for your network and security administrators. Metadigm will support your internal IT department, through telephone, email and remote administration.

Remote Management Service

Should you wish to benefit from a higher level of support than that offered above, Metadigm will manage your system(s) remotely and undertake all changes to the security policy or configuration as instructed by or in consultation with you. This means that you do not need to have a trained security administrator, as you can delegate any change requests to Metadigm and do not require product knowledge and any specialist security skills.

Remote Managemant 24x7

The Metadigm Remote Management 24x7 has all the features of the above, but also includes full support twenty-four hours a day, seven days a week. You will be safe in the knowledge that no matter what time of day or night Metadigm will be available for you in order to keep your system(s) running.

Support Feature	Remote Support	Remote Management	Remote Management 24x7
Fault resolution
Remote diagnosis
Remote login to systems
Supply of patches/upgrades as appropriate*
Problem escalation to manufacturer as appropriate
Full management and configuration
Installation of security patches and service packs*
Maintain continuous operation of covered services and systems
Liaison with 3rd parties to identify/repair hardware faults**
Full 24x7 cover available
Holiday cover for administrator
* A current software subscription is required to gain access to upgrades and patches ** Where such hardware replacement contracts are operative