How To Get Support for Sweet Spot Products Sweet Spot and its partners are committed to providing you with the best support possible. Our Partners offer local support specific to your organization.   SUPPORT QUICK LINKS  >  BROWSE FAQS TRAINING and CERTIFICATION Sweet Spot offers a comprehensive curriculum designed to help you maximize your security investment. Sweet Spot Training can help your IT professionals integrate productivity enhancing security solutions for your organization.   CURRENT CUSTOMERS First level support by your dedicated partner: Contact your Solutions Partner. All of our Partners are highly trained and certified by Sweet Spot to assure premium support for our customers.   CURRENT CUSTOMERS AND PARTNERS Second level support direct from Sweet Spot specialists: If issues can not be resolved by your Solutions Partner, or if you are a Sweet Spot Partner, technical support is available (dependent on your selected level of support…see below):  >    Gold Support Customers, call 480-776-0015.  >    Platinum Support Customers, call your Toll-Free number.   SWEET SPOT TECHNICAL SUPPORT Remote technical support is available for all Sweet Spot customers with eligible support contracts. Annual support services can be purchased from your reseller. Learn more about Sweet Spot Support Programs. Scope of Support Sweet Spot Support is designed to remotely assist you with specific break-fix issues regarding on going maintenance of your Sweet Spot products. The warranty for Sweet Spot S3 Keys provides 90 days of Service and telephone-based Technical Support, and one year of standard hardware replacement (the repaired hardware or a replacement is shipped after the defective unit is received at the warehouse). Technical support is limited to Sweet Spot products with active support contracts. Subscribers who require additional levels of support from our support team may opt to upgrade to Platinum Support, which includes 24 x 7 support. Sweet Spot Support is not designed to walk you through the installation process. If you need comprehensive installation assistance, you may opt for onsite installation services from your local authorized Sweet Spot reseller or through Sweet Spot's Professional Services Organization. For assistance with planning, design, deployments, upgrades, migrations, optimization and application verification to ensure a highly available, scalable and secure infrastructure, please contact Sweet Spot Professional Services for detailed quotes that include a comprehensive Statement of Work (SOW). Support Hours Sweet Spot support hours are built around your business hours. Our support center is staffed continuously from 24 x 7 x 365. Regardless of where your offices are located throughout the world, Sweet Spot Technical Support is available during your business day. Response Times Sweet Spot Support targets aggressive response times for all incoming cases. If a technician is not immediately available to help you, a Customer Care Representative will log your call in our case response system and issue you a case number. Managerial Escalation If at any time you believe that a case is not being handled in accordance with the service levels within your support contract or you wish to comment on the way a particular case is being addressed by a Support Engineer, please feel free to request to speak with a Technical Support Manager.