4Securitas Support and Service Level Agreement
4Securitas subscriptions allow customers to download and deploy ACSIA XDR Plus tested and certified Cybersecurity software. It also provides guidance, stability, and security to confidently deploy our products in the most critical and data-sensitive environments
With 4Securitas subscriptions, there are no license or upgrade fees and 4Securitas does not charge additional maintenance fees, per-incident support fees, or user access fees.
Customers get access to all supported versions of the software, bug fixes, proactive security updates, and documentation. We also provide access to our network of
Cybersecurity Support Engineers and Consultants who work collaboratively with partner support engineers to provide expert local support for our customers.
What does a 4Securitas Subscription provide?
An active 4Securitas subscription provides everything needed to run your ACSIA cybersecurity product reliably and securely whilst providing access to a community of security experts, knowledge resources, updates, and support tools – as summarised below.
- Access to the latest Product Patches
- Prompt Bug fixes
- Product Updates and Feature enhancements
- Upgrades to the latest product version
- Full support level agreement
- Unlimited ACSIA related issues
- Specialty-based routing
- Product Feedback Channel to Engineering
- Software certifications
- Cloud Provider certifications
- Software assurance
- Security Response Team (*)
- Access to Documentation
- Access Labs
- Training Curriculum (*)
*Additional charges apply
Service Level Agreement
Hours of cover and response times
Hours of coverage
9am to 6pm UTC/GMT +2
Email Support Channel
Number of cases
Initial and ongoing response
Severity Level 1
1 business hour
Severity Level 2
4 business hours
Severity Level 3
1 business day
Severity Level 4
2 business day
Support Severity Levels
Severity 1 (urgent)
A problem that severely impacts your use of the software in a production environment (such as loss of production data or in which your production systems are not functioning). The situation halts your business operations and no procedural workaround exists.
Severity 2 (high)
A problem where the software is functioning but your use in a production environment is severely reduced. The situation is causing a high impact to portions of your business operations and no procedural workaround exists.
Severity 3 (medium)
A problem that involves partial, non-critical loss of use of the software in a production environment or development environment. For production environments, there is a medium-to-low impact on your business, but your business continues to function, including by using a procedural workaround. For development environments, where the situation is causing your project to no longer continue or migrate into production.
Severity 4 (low)
A general usage question, reporting of a documentation error, or recommendation for a future product enhancement or modification. For production environments, there is low-to-no impact on your business or the performance or functionality of your system. For development environments, there is a medium-to-low impact on your business, but your business continues to function, including by using a procedural workaround.
What does a 4Securitas subscription not provide.
Support for any customization made to the base product, including local scripts or
How do I Open a Support Case?
If you are an existing customer/partner, log in with your credentials in our support portal: https://support.4securitas.com.
Once logged in, you can quickly raise a support request by filling out the presented form.
Using our Portal is the preferred method to raise a ticket and the fastest way for our Support to answer your queries.
If you are a new customer/partner or if you have issues accessing the Portal, you can send an email to email@example.com or to firstname.lastname@example.org providing the following details:
- Your name
- Your email address
- Your contact phone number
- Company Name & Address
- Your questions
In case you are reaching out to our Support due to a technical issue, please include all the necessary details as follows:
- A detailed description of the issue
- Where a problem occurs during a procedure, please detail the stage at which the issue arises
- All associated ACSIA logs
- Any available Screenshots
- The version of the client and server used
We will log and triage all support cases and assign a severity level based on the information provided. All support cases will be quickly responded to within the Services Level Agreement.
Where can I download a copy of ACSIA Product
The latest version of ACSIA can be downloaded by customers with valid subscriptions by contacting email@example.com and requesting a copy of the latest product version. If you are not a current 4Securitas customer, please contact firstname.lastname@example.org or a local partner and request an evaluation copy of ACSIA.
Where do I access 4Securitas Documentation (manuals, release notes..) ACSIA documentation can be downloaded using the following Google Drive link: https://4securitas.com/resources-page/