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Email or online ticketing support
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Yes
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Support response times
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Questions will be responded to within four hours.
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User can manage status and priority of support tickets
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Yes
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Online ticketing support accessibility
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WCAG 2.2 AA
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Phone support
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Yes
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Phone support availability
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24 hours, 7 days a week
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Web chat support
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Yes, at an extra cost
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Web chat support availability
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24 hours, 7 days a week
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Web chat support accessibility standard
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WCAG 2.2 AA
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Web chat accessibility testing
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Integrity360 offers the use of chat via the client portal or by ChatOps such as Slack, or Office365 methods such as Teams. The method is agreed with clients in preparation for the kick off of services. Qualys conducts regular accessibility testing of our web chat platform with users of assistive technologies to ensure it meets WCAG 2.2 AA and EN 301 549 standards. Testing includes screen readers (e.g., JAWS, NVDA, VoiceOver) to verify that all chat elements, messages, and notifications are correctly announced and navigable. Keyboard-only navigation is evaluated to ensure full functionality without a mouse, and compatibility with speech-to-text and voice input tools is also tested.
We engage a representative group of users with diverse accessibility needs to provide real-world feedback on usability, readability, and interaction flow. Any issues identified during testing are logged and prioritized for remediation. This approach ensures that users with visual, motor, or cognitive impairments can effectively access support via web chat.
Qualys continually monitors accessibility standards and updates the platform to incorporate best practices, ensuring our web chat remains inclusive and usable for all customers
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Support levels
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Qualys provides multiple support levels to meet the diverse needs of our customers. Standard support includes 24/7 access to our online support portal, knowledge base, and community forums, as well as case submission for technical issues. Enhanced support options include accelerated response times, priority handling, and access to senior technical specialists.
Each customer is supported by a dedicated Technical Account Manager (TAM) or Cloud Support Engineer, who serves as a single point of contact to help optimise deployment, provide proactive guidance, and ensure alignment with best practices. These dedicated resources assist with architecture reviews, risk mitigation strategies, and ongoing operational support.
Standard support is included with all Qualys subscriptions, while enhanced support can be tailored based on organisational needs. Across all support levels, Qualys aims to ensure timely, effective resolution of issues and proactive guidance to help customers maximise value from their security and compliance investments.
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AI chatbot
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No