Thales e-Security Support

Protect Your Thales Investment. Protect Your High Value Data.

Thales customer support offers a flexible range of support plans:

Standard Service – Get access to the Thales expert help desk support team during business hours. This plan includes technical assistance via telephone and software updates for applications, hardware drivers and firmware code. Thales will respond to Standard Support email requests for service within one business day.

Premium Service– Upgrade to our Premium Support Plan to add the benefit of priority replacement for faulty hardware, in addition to all of the services in Standard Support.

Premium Plus Service – This plan provides high-availability support for customers with business-critical projects. This package delivers all the features of the Premium Support Package and adds support in emergency situations provided through Thales’s dedicated 24x7x365 telephone hotline, which eliminates after-hours restrictions for all severity issues.

Product Training – Learn how to get the most benefit from your Thales products. We offer standard and customized training programs to meet your needs. Product training is offered at either your site or from one of the Thales offices. Additionally, we offer a series of convenient web-based training modules that you can access anytime. To access our web-based training, simply fill out our Access Request Form to request login credentials to the training modules, or contact your regional sales team to request an in-person training program.

Installation Services – Engage our technicians to install and configure your Thales products for optimal performance.

Expert Developer Support – Access to our Solutions Team for help with interface design, testing and debugging of applications that interface with Thales products.

Other services are available. Contact us for more information.

Support Portal

The Thales Customer Support Portal allows you to enter Support Requests directly into the Thales helpdesk system, to monitor the progress of your support call and to access additional resources to help resolve your issue. You can access the portal to search the knowledgebase, log calls and update information 24 hours a day.

Note that the support team monitors the portal during business hours only.

If you do not have a Customer ID and Password and have an active Maintenance Contract with Thales, please fill out the Access Request Form and your Regional Support Team can grant you access.

You may want to visit our guidance on finding your serial number, guidance for requesting support on nShield or guidance for requesting support on payShield.

Our flexible service portfolio provides valuable coverage beyond the standard manufacturer’s warranty, with multiple levels of support and a range of installation, configuration, and integration choices - enabling you to leverage Thales expertise in the way that best suits your business needs. Backed by the Thales engineering team, our service offerings ensure that your Thales hardware and software security products operate efficiently and reliably, enabling you to focus on your core business.