IBM Support

Security Trusteer Fraud Protection

Product Support Details for Security Trusteer Fraud Protection

Product List

Supported Language

French, German, Japanese, Portuguese, Spanish, US English, Polish, Czech, Dutch

Contact Information

Visit the Trusteer Technical Support website to request assistance with IBM Fraud Risk Assessment Add-Ons for IBM i2 and perform the following tasks:
  • Submit a Ticket
  • Submit an email (Enterprise support only)
    • Japanese Language Support for End Users is available during Japan hours, 9:00 AM - 9:00 PM Monday thru Friday (except National holidays and December 30 through January 3).
    • Japanese Language Support for Enterprise Customers is available during Japan business hours, 9:00 AM - 5:00 PM Monday thru Friday (except National holidays and December 30 through January 3).
  • Telephone (Premium Support Customers Only)
    • English and Japanese only.
    • Enterprise customers that have purchased Trusteer’s Premium Support may call IBM Trusteer support directly 24x7.
  • Request a Call back (A Trusteer User can request a support representative call back)
    • Trusteer Users are defined as clients of a Trusteer Enterprise customer, where the Enterprise customer provides the Trusteer offering to their clients.

Hours of Operation

IBM Trusteer offers two levels of support:
  • Standard Support - included in the base subscription, with the following exceptions:
    • TrusteerMobile SDK includes Developer Support
    • Trusteer Rapport Mandatory Service - Customers who are required to use IBM Trusteer by their financial institution.
  • Premium Support is available for an additional charge.
Support Features
Feature Standard Support Premium Support
Support audience
  • End Users
  • Enterprise Customers
  • End Users
  • Enterprise Customers
Support availability 8:00 AM - 5:00 PM (local)
Monday - Friday		 24 x 7
Available channels of communication
  • Web form
  • Email (Enterprise Customers only)
  • Web form
    (End User only)
  • Direct phone (Enterprise customers only)
  • Email
  • Call back request
Language Support
  • Email - English, Japanese, Portuguese, Dutch, French, Spanish, German, Polish and Czech
  • Email - English, Japanese, Portuguese, Dutch, French, Spanish, German, Polish and Czech
Escalation Enterprise customers only Enterprise customers only
Proactive updates (releases, known issues, resolutions) Enterprise customers only Enterprise customers only
Access to Enterprise Portal Enterprise customers only Enterprise customers only
Access to Trusteer resources for product development and feature requests Enterprise customers only Enterprise customers only
*Support Features may differ by region, contact your IBM Sales Representative to confirm availability.

After Hours Support

After Hours Support (outside of regular operating hours stated above) is available for Premium Support customers.
  • Requests from Standard Support customers will be responded to the next business day.

Severity Definitions

The table below includes some common examples of support issues and suggested severity levels to use when opening a ticket.
  • These examples are provided as general guidelines and for informational purposes only.
Severity Response Time Target Resolution Examples
High
First response:
  • Immediately for online communications
Workaround:
  • Within 24 hours
Permanent fix:
  • As soon as available
  • Issue automated email within 30 minutes of receipt of support email.
  • Provide a decent workaround or assist user in uninstalling software unless a short term fix is available.
  • Within 24 hours, provide estimate timing for a permanent fix.
  • Dedicate all necessary reasonable resources on a priority basis to resolve the incident.
  • If possible, deploy previous version of software as a workaround.
  • The online service is either substantially inoperative, unusable, or where a major function of the current release or any previous release is unusable or substantially inoperable as a result of an incident.
  • A problem in the current release or any previous release affects the end users’ ability to access the Internet and affects the majority of users.
Medium
First response:
  • Within 30 minutes - system response
  • Within 8 hours - human response
Workaround:
  • Within 2 business days
Permanent fix:
  • In the next product or configuration release
  • Issue automated email within 30 minutes of receipt of support email.
  • Provide a decent workaround or assist user in uninstalling software unless a near term fix is available.
  • Within 24 hours, provide estimate timing for a permanent fix.
  • If possible, deploy previous version of software as a workaround.
  • The online service has an incident which has an adverse impact on its use or functionality.
  • Affects many end users and is visible but end users are still able to access the Internet.
  • Affects a small number of users and prevents them from working or accessing the internet.
Low
First response:
  • Within 30 minutes - system response
  • Within 24 hours - human response
Workaround:
  • Within 7 business days
Permanent fix:
  • In a future release
  • Issue automated email to Account Holders within 30 minutes of receipt of support email.
  • Advise when a permanent fix will be available within 7 business days.
  • If possible, deploy previous version of software as a workaround.
 The online services have a minor problem which has a workaround for the end users concerned without significant inconvenience.

Escalation Process

If you feel a specific ticket is not progressing as you expected, please follow these steps to escalate:
  • Verify the ticket number, the status and severity of the ticket number.
  • Contact support (using email, callback or telephone) and ask to speak with a Trusteer Support Manager.
  • If the Trusteer Support Manager’s response is not satisfactory, ask to speak with the Director of Trusteer Support.

Additional Information

Service Request Workflow
Prior to Opening a Ticket
When encountering an issue or if you have questions regarding any of the Trusteer products, please search for the answer to your question using the search on the Trusteer Technical Support website.
Opening a Ticket
If you were unable to find a solution, please submit a support request (Web form, email, and phone).
  • For high severity issues, phone is recommended.
Required Information
In order to provide effective support, please have the following information ready:
  1. Contact information – include email address & phone number
  2. Trusteer Product origin – End users provide the name of the financial institution the Trusteer  product was obtained from. If Rapport or Apex are used internally, provide the company name
  3. Trusteer Product version and ID – located in the console, under Product Settings
  4. Installation date – If date is unknown mention if this is a new or established installation
  5. Internet browser – the browser used when the issue was encountered
  6. OS version
Ticket processing
  • After submitting your problem or question online, a support ticket is created and a ticket number is assigned.
    • The requestor will receive an automated email confirming the creation of a support ticket, including the ticket number. Please reference the ticket number in any correspondence with Trusteer Support to ensure proper tracking.
  • The ticket is assigned to a Trusteer Support Engineer who assumes ownership until resolution.
    • The Support Engineer works with the requestor to resolve the issue using standard problem determination and troubleshooting methods such as log review, tracing and remote access to the client.
    • The Support Engineer, in consultation with the requestor, agrees to an action plan for troubleshooting and resolving the issue within a reasonable time.
    • The requestor must be available to work with the Support Engineer to resolve the issue.
Obtaining Ticket Status (Enterprise customers only)
Trusteer customers are able to track their tickets as well as those of their end user via the Enterprise portal. To obtain access, please register online or send an email to: enterprise.support@trusteer.ibm.com
  • Each enterprise may have up to 3 unique userids authorized to access the Enterprise portal.
Closing Support Tickets
Tickets are closed when the Support Engineer, in consultation with the ticket initiator, agree that a resolution has been reached. If the same issue re-occurs, the original ticket can be re-opened within 10 business days. After this period, a new ticket will be opened.
Tickets may also be closed due to the following:
  • The ticket initiator informs the Support Engineer that the ticket is no longer relevant.
  • The ticket initiator and Support Engineer agree that the issue is not a Trusteer related issue.
  • The ticket initiator does not respond to a Support Engineer request within 5 days.
    • In this ticket, for end users the ticket is closed automatically.
    • For Enterprise customers, the Support Engineer will try to follow up twice (usually once via email and once via phone) and if there is no response the ticket will be closed.

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Document Information

Modified date:
29 August 2022

Document Number

ibm16416785

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