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We’re here to help you get the most out of your security products
Once you’ve invested in a security product, you want to ensure it continues working how it should. ConnectProtect® Product Support provides you with a team of experts who you can call the moment a problem arises with one of your security products or solutions.
Secon Cyber’s team of accredited and experienced engineers are here to help with any technical issues that may arise from your security products. We want to make sure you always stay protected, meet compliance requirements, maintain cyber security best practice and streamline your business operations.
We understand our customers and want you to keep working without being distracted by security. We think about the potential challenges an organisation might face and try to understand the context behind our customers’ requests and issues.
Our product support team can receive tickets to resolve any product issues or queries during regular business hours or 24x7x365.
When you call our support team, your call will come directly to us. Unlike calling a vendor, there is less contention for qualified engineers to help with your problem, making the process quicker and easier for you. Also, our engineers will get to know you and your security environment with each call so we can further personalise your support.
On average, over 80% of all our incidents are solved in-house and without vendor intervention.
If necessary, we have an escalation process with every vendor to ensure high priority issues related to product support can be addressed as quickly as possible.
Our analysts have an extensive experience of working in the security industry, including supporting products and solutions from some of the most well- established vendors in the cyber security market.
Our analysts carry technology accreditations for Zscaler, Trend Micro, Mimecast, Thycotic, Forcepoint, Check Point, Juniper Networks, VMware Certified Professional, Microsoft Azure, CISCO’s CCNA, CEH and Offensive Security, Microsoft SQL, Microsoft Server and a number of vendor specific training and professional certifications. This makes our analysts not just product support engineers, but well-rounded senior systems and security engineers who can provide you the highest level support.
Our product support is backed by a service level agreement so you can be assured your problems will be responded to in a timely fashion.
Our product support team can receive tickets to resolve any product issues or queries during regular business hours or 24x7x365.
When you call our support team, your call will come directly to us. Unlike calling a vendor, there is less contention for qualified engineers to help with your problem, making the process quicker and easier for you. Also, our engineers will get to know you and your security environment with each call so we can further personalise your support.
On average, over 80% of all our incidents are solved in-house and without vendor intervention.
If necessary, we have an escalation process with every vendor to ensure high priority issues related to product support can be addressed as quickly as possible.
Our analysts have an extensive experience of working in the security industry, including supporting products and solutions from some of the most well- established vendors in the cyber security market.
Our analysts carry technology accreditations for Zscaler, Trend Micro, Mimecast, Thycotic, Forcepoint, Check Point, Juniper Networks, VMware Certified Professional, Microsoft Azure, CISCO’s CCNA, CEH and Offensive Security, Microsoft SQL, Microsoft Server and a number of vendor specific training and professional certifications. This makes our analysts not just product support engineers, but well-rounded senior systems and security engineers who can provide you the highest level support.
Our product support is backed by a service level agreement so you can be assured your problems will be responded to in a timely fashion.
