• Overview
• Home & Home Office
• Enterprise/SMB/Partner
• Primary Response
• Support Overview
• Support Plans
• Product FAQ
• Primary Response Memory Shield
• Support Overview
• Support Plans
• Product FAQ
• Support Request Form
• Support Site Login

Primary Response Support Overview

Support That Works For You

Sana Product Support also provides constant access to the latest product upgrades, including free maintenance releases and software patches, and urgent security alerts. All Sana Security customers also receive full access to the Support Portal, a comprehensive collection of Web-based technical support resources.

Sana support packages include two options that enable customers to select the appropriate level of support for their technical, financial, and operational requirements:

Premium Support

Sana's highest-touch support package combines the benefits of the Basic Support Plan with value-added, highly personalized account management features, including:

• Non-business hours support for Mission Critical
• Severity Level 1 Issues
• One-hour response time by Sana Support
• Engineers for Severity Level 1 Issues
• Resolutions,workarounds
• Fixes to Severity Level 1 Issues on demand

Basic Support

Sana's basic support package includes a variety of cost-effective features designed to satisfy most customers' basic technical support requirements: Issue Tracking

Every issue reported will be assigned a case number to be tracked in Sana's Call Management System. Support engineers will follow-up and pro-actively contact customers to provide case updates and dispositions status until issues reach resolution.

Issue Solving and Correction

All reported issues will be assigned a Severity Level, which will be agreed on by both Sana Support and the Customer. Research and engineering work will be performed based on the Severity Level of the issue.