SecureCall
Integralis SecureCall provides your business a highly qualified single point of contact with ownership, tracking, and technical resolution of your support cases. SecureCall was developed by Integralis using experience gained working with thousands of clients across Europe and the USA.
SecureCall services are delivered from Integralis’ global dedicated Support Centers, facilities where staff are available 24x7x365 to monitor, advise and repair your security infrastructure. Integralis operates Support Centers with English, German and French speaking support service personnel versed in security products from more than 20 vendors.
Our flexible support services are delivered by our highly trained, qualified and accredited security professionals and engineering experts. We work closely with leading vendors so if there’s ever a need for escalation, we get the right answers, fast.
When you choose SecureCall you get a flexible, complete support solution, including:
- Telephone and email access to our IT security product experts
- A single point of contact for your support contracts from multiple vendors, delivered in the language of your choice
- A well-defined service level agreement (SLA) with established call prioritisation, response and escalation
- Web access to the Integralis service desk system to track call progress in real time
- Regular updates and monitoring of published vulnerabilities, new software releases, patches and threats
- Access to the Integralis security and support knowledge base
- Remote monitoring of your systems with ready access to our product knowledge base and expert advice
| SecureCall Support Features | Classic | Enhanced | Premium |
|---|---|---|---|
| Standard Business Hours Coverage | ✔ | ✔ | ✔ |
| Single Point of Contact | ✔ | ✔ | ✔ |
| Language Support (English, French and German) | ✔ | ✔ | ✔ |
| Case Handling and Management | ✔ | ✔ | ✔ |
| Technical Support | ✔ | ✔ | ✔ |
| Hardware Support | ✔ | ✔ | ✔ |
| Integralis Web Based Support Tracking | ✔ | ✔ | ✔ |
| Response Service Level | ✔ | ✔ | ✔ |
| Integralis Support Knowledge Base | ✔ | ✔ | ✔ |
| Integralis Support Update Service | ✔ | ✔ | ✔ |
| Remote Monitoring | ✔ | ✔ | ✔ |
| Extended Business Hours Coverage | ✔ | ✔ | |
| 24 x 365 Coverage | ✔ | ||
| On-Site Assistance - cost option available at all levels |
SecureCall is offered at three levels to fit your needs:
- SecureCall Classic
- Ideal for businesses where service interruption or downtime is not critical to business operations. Support is available Monday through Friday, during standard business days in your local time zone, 9am-5pm.
- SecureCall Enhanced
- Designed for businesses that need longer support hours for business-critical systems. Support is available on business days from 7am-7pm in your local time zone.
- SecureCall Premium
- Designed for businesses with complex multiple systems that are critical to operations. With SecureCall Premium, services is available 24/7/365, and our team of experts always on hand to get your systems and services back up and running as soon as is possible.