Authentium's ESP Live support team includes network security and
software deployment experts.
Support Navigation:
Platinum Support
Due to the increasingly complex nature of computer
security and threat mitigation, we encourage all
Authentium customers to choose our ESL Live Platinum
level of service. Authentium ESP Live Platinum Support
offers the full package of support services, and
provides a maximum level of support during virus
outbreaks or new service deployments. ESP Live Platinum
Customers who pay an annual fee and receive the
following premium support services (in addition to all
the benefits described in the Gold and Silver packages
at the bottom of this page):
* Priority placement in separate telephone queue for
technical support calls.
* A dedicated Toll-Free "800" number reserved just for
Platinum customers.
* Personalized Tech Support Team - Your account will be
assigned to a team of technicians who will learn your
particular support needs. This will improve overall
response time with focus on your issues.
* Priority notification of definition file updates with
separate download area to ensure fast access.
* Priority notification of software updates.
* Customized Platinum-support web page with information
geared to your issues.
* Participation in special focus groups for product
enhancement requests.
* The opportunity to participate in software BETA test
programs.
* Discounted on-site support rates.
Gold Support
ESP Live Gold support is available for a minimum of $395
per year. This level includes the Silver Level
services (detailed at the bottom of this page) plus:
* Unlimited telephone and e-mail support (non toll-free)
Monday through Friday from 8 a.m. to 8 p.m. (EST).
* 24 hour by 7 days a week emergency response (meaning
actual virus threat).
Silver Support
ESP Live Silver customers receive an impressive array of
support options available to them at no cost for the
length of their update and upgrade term:
* Unlimited definition file updates for the length of
the license agreement.
* Software program upgrades (includes patches and
functional improvements).
* Unlimited access to our web-based support including
FAQ's, Virus Database, and Knowledgebase.
* Virus Alerts and Newsletters that contain the latest
virus and product news.
* Telephone support Monday through Friday from 8 a.m. to
8 p.m. (EST) on a pay per incident basis
* Enterprise customers receive one free telephone
support incident for installation related issues.
ESP Live Cost Per Incident Support (Home User):
$34.95 per incident (unlimited calls until some
resolution of technical issue), or;
$89.95 for package of 3 incidents
ESP Live Cost Per Incident Support (Business User):
$79.95 per incident, or;
$249.99 for package of 5 incidents
