Customer Support Newsletter: Q4 2006
"In terms of speed of response and level of quality, the support provided by Internet Security Systems is unrivaled."
-- Alessandro Feltrin, Global/Value Services IT Security Architect, Italy
Sally's Corner
Convenience At Your Fingertips
Solving Problems Faster - Using Remote Support
Could You Be Having These Issues?
ISS Customer Support Does It Again!
Sally's Corner
Welcome to the first edition of the ISS Quarterly Support Report Newsletter. We are very excited to tell you about all the things we are doing to better serve you. Our goal is to WOW you with the service we provide, and we want every support experience you have with us to help keep you as an ISS customer for life.
Each quarter we will provide you with an update on what's new in ISS Customer Support and what our plans are for the future. In this first edition, you will learn about our global expansion plans, and our most exciting news, IBM's intention to acquire ISS. We are very excited about the IBM acquisition and our expansion plans. As always, we welcome your feedback, so please let us know what you would like to hear about in upcoming newsletters and also what we can do to improve our service.
We realize that you have a choice when it comes to security providers and we want to thank you for choosing ISS. As we serve our customers around the globe, we are continuously searching for ways to improve communication, and better meet your needs. One of our 2006 strategic initiatives is the commencement of global support centers which will provide support in your local language and in your local time zone. Our first global support center will open in Brussels, Belgium this month. Our Latin American Center is planned to open in early 2007 as well as our Asia Pacific Center.
You may have noticed that we recently adopted technology that improves the incident resolution process for our customers. This technology is called Citrix GoTo Assist and it is a secure remote support tool that has been added to our standard troubleshooting procedures. This tool helps us to identify and resolve your issues quickly and with as little disruption to you as possible. GoTo Assist, a multilingual tool, has received rave reviews from our customers and has decreased the time it takes to resolve an incident. Be sure to read the GoTo Assist article in this edition to find out more about this exciting new technology.
As you may know, we achieved our Support Center Practices and J.D. Power & Associates certifications, which place us among the top support centers in the world for industry best practices. As part of those certifications, you may have an opportunity to tell us how we are doing through a survey. We have attained a 94 percent customer satisfaction rating globally from these surveys, but we are always seeking ways to improve how we serve you. It is important to us to know what you think so please take a moment to respond to these surveys. The information we gather from the surveys is taken very seriously and it is used to improve your customer service experience.
So, let us know what you think about our newsletter. Send your comments to CustomerFeedback@iss.net. We look forward to serving you in the near future. Once again thank you for choosing ISS!
Sally Foster
Vice President, Worldwide Customer Support
Internet Security Systems
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Convenience at Your Fingertips
With a few clicks and a few keystrokes, your support interactions with Internet Security Systems (ISS) will become quicker and easier. The MyISS Customer Portal was designed with your convenience in mind. Customers can use the portal to submit and update support incidents online, download the latest X-Press Updates™ and product enhancements for your ISS products and much more.
The MyISS Customer Portal has three access levels for users - Standard, Designated Contact, and Primary Designated Contact. Standard users may access the ISS Download Center. In addition to Download Center access, Designated Contacts are able to open and manage support incidents online. Primary Designated Contacts have full access and are able to administer users as well as view maintenance expirations.
To keep you abreast of developments at ISS, we offer the TrueBlue and X-Force® newsletters. These newsletters provide you with the most up-to-date product and vulnerability information. To receive these newsletters, simply login to the portal and sign up.
As well as providing you with information, we also want to hear from you. We value your opinion and are always open to suggestions for our products. With the MyISS Customer Portal, you can submit enhancement requests for our products. Your request will be delivered to our product managers developers for consideration in a future release.
How can I sign up for the MyISS Customer Portal?
The quickest and most convenient way to access the portal is to have your Primary Designated Contact add you through the MyISS Portal itself. You can also register yourself by going to www.iss.net and clicking on the Support tab. Once you have created your profile, your account must be approved by the Primary Designated Contact before you can use the features of the portal.
Join the MyISS Customer Portal today and start using the features that were created just for you. And as always, any issues or questions may be sent directly to portalhelp@iss.net.
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Solving Problems Faster - Using Remote Support
Early in 2006, the Customer Support team began an evaluation of remote support tools. After an extensive review of products and a successful pilot program, we are pleased to announce that we have signed an agreement with Citrix Online to provide you with a safe and secure remote support option - GoToAssist.
GoToAssist allows you to share your desktop with your ISS Customer Support Analyst. All you need is a browser with an outbound connection to the Internet. To establish a connection, you simply download a small runtime executable, which removes itself when the session is terminated. You remain in complete control of the session and connection. You can terminate the session at any time or you can interactively set permissions to be "view only" or "full keyboard and mouse control." Your Customer Support Analyst can also use illustration\whiteboard tools to "draw" on your desktop and highlight important information as you work on a problem.
Key features include:
We are very excited about offering this new support capability and believe it will dramatically enhance your support experience.
Could You Be Having These Issues?
Some of the common issues reported to Customer Support can be easily resolved with proper maintenance or simple configuration changes. Check out a few of these common issues and the corresponding Knowledge Base articles that provide more detail.
What should I do if there is poor or slow communication between the Proventia® Network Intrusion Detection System (IDS) and Intrusion Prevention System - Proventia A and G Models - appliances and SiteProtector™/switches/routers?
A common issue that occurs with appliances involves slow communication with the appliances to SiteProtector and/or internal devices on the network. This issue usually involves incorrect speed negotiation between appliances and the device(s) in question. Please see KBA 2193 entitled "What do the Duplex and Setting Speed parameters mean on the Proventia A & G appliances?" for more information.
After applying XPU 24.39, RealSecure® Desktop products do not function properly.
The details of this problem are outlined in KBA 3630 entitled "What products contain the Remote Infinite Loop vulnerability in XPU 24.39?"
When running on Windows XP SP2 with DEP (Data Execution Protection) enabled, RealSecure Desktop products do not function.
A conflict exists between BlackICE™ PC Protection and the DEP feature of SP2 for Windows XP. This is outlined in KBA 3063 entitled "Why is BlackICE crashing my Windows XP Service Pack 2 system (with DEP enabled)?"
Slow performance/errors with the SP Database component in SiteProtector.
Most performance issues with SiteProtector can be avoided with proper maintenance of the database. When databases become too large and fragmented, query performance is directly affected. Please review KBA 1146 entitled "How can I manually purge data from a RealSecureDB database?"
I am having trouble updating my Proventia Network Enterprise Scanner.
The process to apply updates to Proventia Enterprise Scanner is different from Internet Scanner®. Updates to Proventia Enterprise Scanner are performed locally on the unit. Additionally, many X-Press Update product enhancements (XPUs) are dependent on firmware updates. For a successful update, be sure that the firmware for the appliance is updated before applying the individual X-Press Updates.
ISS Customer Support Does It Again!
ISS Customer Support is pleased to announce its 2006 recertification under the Support Center Practices (SCP) standards program.
Considered one of the "gold standards" of support center excellence, SCP Certification signifies that our organization is committed to operational excellence, continuous improvement and customer satisfaction. The SCP program requires comprehensive on-site audits to confirm that companies meet the requirements of approximately one hundred business elements. Certified organizations must demonstrate their continued commitment to high performance standards through annual re-certification audits.
If you would like more information about the SCP Program you can visit www.scpcertification.com.