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Our ProCare Elite Technical Support for iPrism Web Security is our commitment to deliver a full range of services that ensure your success with our products. Our services include 24/7 telephone access to an experienced EdgeWave Technician, a wide array of convenient online tools, network architectural reviews and access to a dedicated Technical Account Manager (TAM) assigned to your organization. Your TAM will be available to assist you when you need it including arranging onsite visits by an iPrism Engineer through our Professional Services department, should a larger project require it. Adding the ProCare Elite Technical Support Program to your subscription assures our most rapid response and assistance in resolving issues and optimizing the return on your EdgeWave investment.
Please note: ProCare Elite is currently available in US/Canada only
Product Expertise
The key to superior product support is superior product knowledge and our iPrism Support Engineers have an average of 3 years of experience working with Web filtering technical issues.
Availability
With ProCare Elite, you are assured 24/7 phone availability from an experienced Web filtering technical expert. We have even established a dedicated technical support number available to ProCare Elite customers only, assuring you immediate assistance at any time of the day or night.
Rapid RMA
Although our Web filtering hardware has an excellent performance record, should a hardware failure occur, we will have a new appliance at your site the next business day after a requirement is confirmed.*
Online Support Tools
Our secure customer portal offers convenient online support tools where you can get the answers you need or easily submit a support ticket at any time.
Escalation
Our technical support team monitors all EdgeWave technical issues to make sure cases are being managed appropriately. As a ProCare Elite member, any case you submit is immediately escalated according to strictly adhered to program guidelines.
For more information about the ProCare Elite program, call your EdgeWave Web Security Account Manager today.
* Rapid RMA delivery excludes holidays and weekends, and is available in the continental US and Canada only. Some restrictions apply.
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