How to address a customer request for Customer Support to perform RSA Web Threat Detection upgrade
Originally Published: 2016-09-01
Article Number
Applies To
RSA Product/Service Type: Profile Analyzer
RSA Version/Condition: 4.1 - - 4.6
Issue
They want to have Customer Support do the upgrade in a webex session for them.
Example request -- "We will like to upgrade our WTD server to the newly released V6. This is extremely urgent as a result of the Cross Site Scripting Vulnerability that has been discovered on the current version."
Tasks
Resolution
Customer Support does not perform version upgrades for our Customers directly. We ask that the customer performs the upgrade and we can assist to some extent by answering questions, providing documentation and/or links to software and documentation.
If the customer does not feel that they are not comfortable upgrading themselves, with some RSA Customer Support guidance in performing the upgrade, then we need to recommend them to engage RSA Professional Services.
Notes
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