MELBOURNE, July 26, 2011. Senetas Corporation Limited (ASX:SEN), Australia’s world-leading data protection company, today announced the release of Senetas GlobalCare, an enhanced customer support program now being rolled out globally.
Senetas CEO, John DuBois said GlobalCare now offers registered customers of the company’s two divisions, Security Products and Consulting Solutions, access to experienced support professionals during business hours and up to 24 hours, 7 days a week, 365 days a year.
He said GlobalCare was available to registered customers whether they were direct customers of Senetas Corporation in Australia, Senetas Europe, or whether application services or encryption technology was purchased through the Senetas international channel partner network, which currently covers more than 35 countries.
In line with its international market development, Senetas has upgraded its support offering, developing a dedicated Service Portal for customers to log service requests at anytime online. The portal also provides real-time monitoring of the status of service requests, and provides access to information including Whitepapers and Datasheets plus details of the latest updates.
Senetas GlobalCare facilitates rapid response and resolution. Every service response is driven by service level agreements (SLAs) and employs proven support procedures and defined escalation processes to expedite resolution.
For international customers, Senetas ensures that experienced global engineering and application services capability is available from Senetas offices. On-site services can also be employed if required.
Senetas has developed and deployed its own SaaS Incident Response Logging System, which provides specific alerts. In addition, the Senetas Secure Remote Performance Monitoring system, MonitorStream, is available to provide an additional level of systems assurance.
SENETAS GLOBALCARE – PRODUCT ASSURANCE
Senetas Corporation employs quality assurance design and manufacturing processes at its Australian encryption hardware production facility to ensure maximum Mean-Time-Between-Failure (MTBF). In the event that a hardware or software problem should arise, Senetas GlobalCare deploys the latest Diagnostic Tools to quickly assess and remediate most issues. If a problem cannot be resolved online and a replacement encryptor is required, Senetas GlobalCare ensures the appropriate level of spare parts including standby encryptors are available.
SENETAS GLOBALCARE - TRAINING
Senetas provides comprehensive training programs for customers and partners. Its Training division is highly regarded for its range of enterprise software and application training programs delivered on demand around Australia. Under the GlobalCare initiative, training in the initial installation and deployment of security products has been enhanced with the development of a Partner Training Kit for members of the Senetas Channel Partner program to further support their customers.
SENETAS GLOBALCARE provides three tiers of customer support (Standard, Premium and Premium Plus) offering support during business hours, with 24x7x365 availability for Premium support customer.
Mr DuBois said that while Senetas encryption hardware had demonstrated unsurpassed reliability in the labs and also in the field over the past decade, many customers had taken the option to upgrade support agreements to protect their investment in application services and information security.
