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 5PM 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 5PM 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.
For all hardware replacement options, please follow Pulse Secure’s current RMA Policy and Procedures.
Return the defective Field Replaceable Unit (FRU) to a Pulse Secure-specified RMA return depot locations. Depot Locations are subject to change and replacements may be new or refurbished. Please note that actual delivery times may be affected by events beyond Pulse Secure’s reasonable control or by applicable export or import controls and licensing requirements or by local customs processes.
Global Support Center Access
With Pulse Secure Global Support Center (PSGSC) support, you have unlimited 24x7 access to our support engineers by phone and online. As a single point of contact for all of your support needs, PSGSC engineers have extensive experience supporting large-scale networks. PSGSC engineers can help you diagnose system problems, configure, troubleshoot, and provide work-around solutions. To ensure that PSGSC responds as quickly as possible, automatic escalation alerts to senior management are triggered on all priority issues.
Pulse Secure provides you with access to all new software releases as soon as they are made available for general release.
The Customer Support Portal (CSP) provides you with self-service access to Pulse Secure’s online portal for the information, answers, tools, and service options required to ensure the support of your network investment. Features within the CSP include, but are not limited to, software downloads, technical alerts and bulletins, RMA requests, and Knowledge Base access.
Pulse Secure will replace or repair the FRU identified in the Pulse Secure-issued RMA and ship the replacement or repaired FRU, as applicable, to the Ship-to Address within 10 business days after Pulse Secure’s receipt of the defective FRU at the specified RMA return location. The repaired or replacement FRU may be shipped from a Pulse Secure global distribution center.
Pulse Secure will ship FRU replacements to the ship-to address in advance of receiving returned defective hardware on the next business day if Pulse Secure issues an RMA by 3PM (local PSGSC time). The replacement FRU will be shipped from a Pulse Secure in-country depot. “Next-Day Ship” is subject to availability, and is a limited offering that is only available where next day delivery would otherwise be available but for the fact that no in-country depot is close enough to ship-to address to accommodate next-day delivery.
Pulse Secure will deliver FRU replacements to the ship-to address in advance of receiving returned defective hardware within the next business day if Pulse Secure issues an RMA by 3pm (local PSGSC time). “Next-Day Delivery” is subject to availability.
Pulse Secure will deliver FRU replacements to the ship-to address, 24 hours a day, 7 days a week, within 4 hours of issuance of RMA In advance of receipt of defective hardware. “Same-Day” is subject to availability.
Upon final diagnosis of a part failure and replacement authorization by Pulse Secure, a trained service technician is dispatched to the affected site. Once there, the service technician coordinates with PSGSC and the Customer for final resolution of the problem and the Customer will return the defective product to Pulse Secure. Pulse Secure Onsite support offerings do not provide assistance for software troubleshooting or configuration support.
Knowledge Transfer: E-Learning Courses
You also have access to a series of E-Learning courses designed specifically to provide instruction on product troubleshooting features. This allows you to easily train staff members at their convenience and provide continuing education to account for staff turnover.
Your responsibilities include:
- Ensuring that the requirements identified for your Pulse Secure solution are in place. These requirements are documented in product documentation, user guides, or additional recommendations communicated by the Pulse Secure team from time to time for proper delivery of Pulse Secure services.
- Ensuring that employees who interface with Pulse Secure service teams have completed required training for supporting Pulse Secure products
Pulse Secure Gold Support is available globally. For details, please contact your local Pulse Secure Partner or Pulse Secure field sales manager.