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Service Level Comparisons

Component Gold Platinum (250+ Users)
Online Knowledge Base/ Documentation / Forums
Online Portal Access
Email & Web Support
Global Support Center Access 24x7x365 24x7x365
Maintenance Window Coverage
In-depth Root Cause Analysis
Software Releases & Updates
Support Notifications
Escalate Now -
Quarterly and Annual Business Reviews -
Skip Tier Support (Expert to Expert) -
Health Check Analysis -
Support Upgrade Recommendation -
Product Issues Impact Review Optional Add-on
Targeted Response Times (Priority 1/2/3)
- Priority 1 1 hour 30 minutes
- Priority 2 1 hour 1 hour
- Priority 3 8 hours 4 hours
Resident Engineer - Optional Add-on
US Citizen Support - Optional Add-on
DSAM Optional Add-on Optional Add-on
LCSM - Optional Add-on
Customer Success Manager - Optional Add-on
Keep Your Hard Drive Service Optional Add-on Optional Add-on

Service Comparisons

Single point of contact within Pulse
Provide account set up assistance
Software upgrade handling
Deployment assistance
Case initiation and onboarding
Product onboarding
Product migration assistance
Remote operational reviews
Skip-tier escalation
Onsite operational review
Provide service support plan
Active tracking of service deliverables
Logistical assistance with HW
Add on pre-requisite tier Gold/Platinum Platinum only Platinum only
Quarterly case reviews upon-request upon-request
Service duration 90 days 12 months 12 months

Hardware Replacement Options

Return to Factory Same Day Same Day Onsite Tech Next Day Next Day Onsite Tech Five-Business Days
Advanced Replacement
Pulse Secure Pays Shipping costs
10 days to return defective parts
5-Business Days Delivery (Partners only)
Next Business Day Delivery
Same Day Delivery
Onsite Technician

Service Level Agreement (SLA):

Same Day: 4 hours parts delivery - 7 days a week 24/7 (Including Holidays)

Next Business Day (NBD): 5 days a week, 9 hours a day parts delivery. Replacement parts order must be processed no later than 2PM at the destination local time zone. Local Holidays are excluded and replacement parts will be scheduled to arrive the next Business day after the Holiday

Same Day Onsite Technician: 4 hours part delivery with on site technician

Next Day Onsite Technician: 5 days a week, 9 hours a day parts delivery. RMA order must be processed no later than 2PM at the destination local timezone

Note: These SLAs are based on shipping addresses that match the Installed At address in your Pulse Secure support contract.