In order to secure the IT landscape, IT Managers and CIO’s have been acquiring fragmented and dispersed technologies over the years to address the many challenges their complex environments face. Clients have as many as 85 different security products from 45 different vendors. All of them have to be installed, configured, learned, managed, patched and upgraded. Given the lack of skilled resources to help manage the security and IT Landscape, it compounds the challenge even further. This ad-hoc approach is costly and complex, yet many organizations think that if they have coverage in these areas, then they’re protected. The coverage is important – True, but are they integrated, working together across multiple teams, locations, and platforms? Do they offer the visibility needed to confidently claim the organization is protected? Realistically, how can any security professional gain any valuable insight and control when all they see is this type of operational complexity?
Disconnected point products and services are expensive, hard to manage, and cannot solve today’s challenges. We help you establish a security immune system backed by analytics, real-time defenses and proven experts, so you can make strategic decisions about how to safeguard your business.
Thuthukani has implemented a tiered approach for the Sustaining Services Program offering. Three tiers are available: Silver Support, Gold Support and Platinum Support. Support is delivered remotely via Thuthukani support teams, and includes:
General usage and installation questions
Product compatibility and interoperability questions
Interpretation of product documentation
Review of diagnostic information to help isolate the cause of a problem
Basic configuration assistance and samples understanding
Make available any defect corrections, if any.
For all tiers of support, there is no limit to the number of technical support incidents that can be reported through remote assistance.
Remote technical support problems are reported to Thuthukani by phone (not available for Silver Support) or electronically.