Support

At 3SP, our developers have many years of experience relating to the development of secure applications and components. Our support services are designed to ensure that you as a customer benefit from this experience and get the most from our range of developer tools and applications.

All customers purchasing SSL-Explorer: Enterprise Edition or one of our range of developer tools receive a one-year support and maintenance contract for free. We do this for a simple reason. Our confidence in our products is such that it is rare that a customer experiences a genuine software problem and in most cases we can quickly advise upon an acceptable resolution with minimal delay.

Products where advertised include a one-year's free standard support contract. The terms of this support contract are as follows:

• You will get access to the latest updates to your binary/source code distribution and email-based access to our support team
• Support hours are 09:00 - 17:30 GMT (Greenwich Mean Time)
• Target response times: 48 hours for non-critical requests, 24 hours for critical requests
• One user per licensed product is eligible to submit requests

With some products we may also offer a premium support contract that offers more favorable terms of service. The terms are as follows:

• You will get access to the latest updates to your software and email or telephone based access to our dedicated support team
• Support hours are 09:00 - 23:00 GMT (Greenwich Mean Time)
• Target response times: 24 hours for non-critical requests, 8 hours for critical requests
• Any number of users may submit unlimited requests

When reporting a problem or a suspected issue with the software, the more detail you can provide to our support team, the better. Please include the product name, version, your operating system, JDK and any applicable log files that may assist us with locating the source of the problem.

Email the details to our support team at support@3sp.com and a case will automatically be raised in our issue tracker. We will respond and keep you informed as to when a fix will be available. We would normally recommend that you use only the next production release of the software containing the fix, although if a development build becomes available that resolves your problem then we will contact you with more details.

If your company has any special requirements then why not contact us to see what we can do for you. Perhaps you may be embarking upon a more ambitious security solution or securing existing legacy infrastructure. We may be able to assist with many aspects of your secure solution including planning, consultation and bespoke development.