SERVICE
Local Support for Thales HSM & CipherTrust Manager
Talos Shield local support agreements give you access to dedicated, local expertise for your Thales HSM and CipherTrust Manager environment — without waiting on a remote vendor queue. We manage the vendor relationship, run proactive health checks, and provide on-site response when it matters.
What's Included
Named support engineer
A single technical point of contact who understands your environment — often the one who implemented it.
A single technical point of contact who understands your environment — often the one who implemented it.
24/7 case management
Submit, track, and escalate incidents anytime via support portal.
Submit, track, and escalate incidents anytime via support portal.
Quarterly proactive health checks
Catch issues before they surface.
Catch issues before they surface.
Unlimited incident response
No cap on support requests.
No cap on support requests.
Firmware & patches included
Not billed as separate professional services.
Not billed as separate professional services.
Vendor liaison
We handle communication with Thales directly on your behalf.
We handle communication with Thales directly on your behalf.
Response Commitment
Support available 24/7, with unlimited incident submissions per year.
A — Critical
30 min
Acknowledge
2 hrs
Response
4 hrs
On-Site
B — Serious
2 hrs
Acknowledge
4 hrs
Response
8 hrs
On-Site
C — Non-Critical
4 hrs
Acknowledge
Next business day
Response
—
On-Site
Important to know:
Talos Shield local support complements — it does not replace — your official Thales support agreement. A valid Thales support certificate is required to activate this service.