At Salt we understand that a customer’s purchase of our products is just the start of their journey with Salt.
After purchase, more often than not, we engage with our customers to help in the design of the integration of our products into the customer’s infrastructure, undertake associated development activities and work with the customer on integration testing and migration to production operations.
It is at this stage that one of the most important roles in our business kicks in; supporting our customer across the lifetime of the product through provision of updates for new or enhanced features and remediation of any identified vulnerabilities, and providing day to day operational support to the customers critical business applications
In the UK, we provide first level operational support services delivered through a locally-based expert support team that is backed by Salt’s global support team in Australia providing true follow the sun support to our customer installations. Our customer support coverage is available for both software and hardware thereby providing a single point for support of our authentication products and HSMs.
We provide 24×7 support services with Service Level Agreements in place for mission critical systems in major financial institutions in the UK, Australia and Asia.
Support is provided via a manned help desk for severity one issues, and a support portal for lower priority support requirements. Either way, our customers are assured of timely response to their request, the tracking of the request, and in the unlikely event of a delay of some sort, automated escalation. Once resolved the support request is closed off with a root cause response and recommendations on further actions required.
Our customer support services teams are experienced systems engineers able to isolate problems quickly and put in place remediation actions.
- Is experienced in supporting large organisations with complex environments and high availability requirements
- Have direct access to our product development team and test environments which can be used to assist in diagnosis and replication of issues
- Have direct access to the HSM manufacturer product and support teams in the unlikely event that our Salt support engineers cannot resolve HSM operational issues
Beyond customer production support services, our professional services team is available to support our customers post-deployment on project extensions, cloud migration and HSM related assistance including outsourcing HSM management and expertise to Salt.