Customer Support Services

We are fully committed to our customers’ success. Our knowledgeable and highly responsive services and support team’s mission is to ensure timely implementation and problem resolution in the most courteous manner.

Customer Support Services Overview

Our customer support offering provides a range of support options designed to meet the unique needs of your business. 

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Increased ROI

Our mission is to minimize business disruption, maximize protection, and increase the value of your investment with our extended support plans.

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Extensive Expertise

Our customer support team, product specialists, consultants, and project managers have years of experience supporting more than 10,000 security-conscious organizations in their digital transformation

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Service Around the Clock

We offer support services around the clock from service and support teams worldwide, backed by a global network of certified resellers and distributors and OneSpan’s R&D organization.

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Plan Options

OneSpan offers a variety of extended plans with options that range from Essential support during business hours to 24 x 7 support with access to a designated support specialist.
 

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Reduced Risk

We help you reduce your implementation and deployment risk. We provide you with the assistance you need to fully leverage our solution.

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High Satisfaction Score

90% of our customers are satisfied about OneSpan’s customer support service. We offer a full spectrum of maintenance and support services to help you manage, use and monitor, OneSpan’s solutions.

Essential Support Plan

The Essential Support Plan is an annual agreement for support services during regional business hours. We recommend this support plan for non-business critical applications.

Our Essential Support Plan provides you with annual maintenance, 24x7 emergency assistance by phone for Priority 1 cases for our cloud offering and access to our support engineers during business hours. You’ll also get access to our self-service tools such as our customer support portal, knowledge base, trust center and community portal.

Premier Support Plan

The Premier Support Plan is an annual agreement for 24 x 7 support services including accelerated service level commitments for initial response, status updates, and incident resolution.

We recommended the Premier Support Plan for business-critical applications.

You’ll enjoy all the perks of the Essential Support Plan including self service tools, continuous support and guaranteed service level objectives.
 

Elite Support Plan

The Elite Support Plan is our most complete Customer Service offering. It is an annual agreement that comprises all benefits of the Premier Support Plan and additionally includes a designated support specialist, higher priority response, support service review, and on-site preventive maintenance. We strongly recommend this support plan to safeguard your mission-critical applications before any harm is one.

Compare Support Plans

SUPPORT PLAN OVERVIEW

DESCRIPTION   ESSENTIAL PREMIER ELITE
Critical incident support for OneSpan Cloud offering 24 x 7 monitoring for operational incidents and event / alert handling
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  24 x 7 emergency support via telephone Priority 1 Priority 1&2 Priority 1&2
Critical incident support for OneSpan on-premise offering 24 x 7 emergency support via telephone
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Priority 1&2 Priority 1&2
Support & Service requests Email / Live Chat (via Customer Support Portal) for P3 and P4 During business hours (8x5)* During business days (24x5)* During business days (24x5)*
Maintenance Software product patch creations, minor and major software updates
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Knowledgebase Technical knowledgebase for faster troubleshooting and issue resolution
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Customer Support Portal Live chat, case management, access to knowledgebase
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Trust Center Online real-time updates on the status of OneSpan Cloud systems (system status, scheduled, and ongoing maintenance etc.)
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Community Portal Sandbox development area, document resource center and support tools, code sharing center, and community forum
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Guaranteed Service Level Objectives Response times
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  Commence working within 1 hour for priority 1 & 2 incidents
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Continuous support Global support for priority 1 & 2 critical incidents - follow the sun principle
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Cloud Service Review Cloud Solution Service Review - 1 per quarter (stay informed about upcoming releases)
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Designated Support Specialist A designated support specialist for expedited services will be assigned per 4 customers
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Priority Case Routing Higher priority response
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Support Service Review Drive resolution of issues in recurrent meetings (weekly, bi-weekly, monthly)
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On-site preventive maintenance On-site assistance from OneSpan, up to 20 days per year, travel and lodging included
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*For business hours and contacts in your region, please see OneSpan.com/support