WithSecure Support Premium

What is included in WithSecure Support Premium?

24/7 technical support – Access to WithSecure support engineers at any hour, every day.
Critical incident response – Response to business-critical incidents within one hour, day or night.
Management-level escalation – Ongoing cases can be escalated directly to technical support management.
Upgrade consultation – Guidance on keeping your WithSecure environment on current versions.
Advanced services included – Ticketing portal, phone call-back and remote troubleshooting sessions are part of it.
Important – Service only: no licences, no monitoring, no incident response team.

What are the main benefits of WithSecure Support Premium?

WithSecure Support Premium is the highest technical support tier WithSecure offers business customers, adding round-the-clock coverage on top of the Advanced package; it is a service contract for an existing WithSecure installation, with cases handled through the WithSecure eService Portal and by phone. WithSecure was the business division of F-Secure until 2022, so older quotes and documentation may still show the F-Secure name.

No overnight waiting – A failed agent rollout on Saturday no longer waits until Monday morning.
Predictable critical response – A one-hour service level gives your incident plan a fixed timeline.
Stalled case escalation – Stalled cases can be raised to support management instead of waiting in queue.
Planned upgrades – Upgrade consultation helps when upgrading agents or migrating Business Suite to Elements.
Malware cleanup guidance – Advice on removal cases that exceed what standard support handles.
Case history visibility – The eService Portal shows open and past cases for the whole team.

Which company size is WithSecure Support Premium suitable for?

WithSecure Support Premium pays off where a problem with the security environment outside office hours would stop operations: companies running shifts, online shops, healthcare and production sites, and IT teams that cover nights and weekends with few people. Small businesses without internal IT usually get first-line help from their WithSecure partner, so for them the partner's own service level matters more than a direct 24/7 contract.

Does WithSecure Support Premium meet the requirements of Swiss cybersecurity legislation?

The revised Information Security Act obliges operators of critical infrastructure in Switzerland, for example in energy, healthcare, finance and public administration, to report cyberattacks to the Federal Office for Cybersecurity (BACS) within 24 hours of discovery. WithSecure Support Premium supports this indirectly: if an attack affects your WithSecure environment, a response within one hour at any time gives you product-specific help with analysis and containment while the 24-hour period is running. It does not file the report, does not assess whether an incident is reportable, and does not provide forensic incident response, which WithSecure sells separately as the Incident Response Retainer. It is also not a detection service, so the attack must first be noticed by your own tools or staff. This information does not constitute legal advice; for a binding assessment of your obligations, consult a qualified legal professional.

Does WithSecure Support Premium meet the requirements of European cybersecurity legislation?

No product and no support contract makes an organisation compliant with the NIS 2 Directive, because compliance depends on governance, risk management and documented processes. The directive requires measures including incident handling, business continuity and crisis management, supply chain security, and security in the maintenance of network and information systems. WithSecure Support Premium maps most directly to incident handling and business continuity, because 24/7 access and a one-hour response to critical incidents shorten the time your security tooling stays impaired, while upgrade consultation supports secure maintenance. For supply chain security, the contract is a documented vendor support arrangement you can reference in your supplier records. It does not cover threat detection, notification duties toward authorities, staff training, access control or vulnerability management.

Does WithSecure Support Premium help with security questionnaires from large customers?

Partly: it answers the support and escalation questions, not the protection questions. It covers items such as whether you have a vendor support contract for your security software, whether critical incidents receive a defined response time around the clock, whether an escalation path exists, and how you keep security software current. It does not answer which endpoints and servers are protected, whether you run EDR or 24/7 monitoring, how long security logs are retained, whether you hold an incident response retainer, or whether staff are trained. Those answers come from your WithSecure licences and your own processes. If a questionnaire asks for detection and response capability, closing the gap within WithSecure, through Elements Endpoint Detection and Response or the Incident Response Retainer, is usually simpler than adding a second vendor, because support, console and escalation stay in one place.

What is the difference between WithSecure Support Advanced and WithSecure Support Premium?

The decisive difference is time coverage: Advanced gives priority access during local business hours, while Premium extends support to 24/7 and adds a one-hour response to business-critical incidents. Premium includes every Advanced service, so nothing from the lower tier is lost. Premium also adds management-level escalation, upgrade consultation and extended malware removal advice. If your WithSecure environment only needs attention during office hours, Advanced already covers ticketing, phone call-back and remote troubleshooting.

Which limitations should you know before buying?

WithSecure Support Premium contains no security software, licences or management console, so it only adds value on top of WithSecure products you already run. It is not a managed detection and response service: WithSecure's own service description lists no monitoring of your systems, even though some reseller listings mention proactive monitoring, so alerts at night still need someone on your side or a managed service to notice them. Forensic investigation and hands-on remediation after a breach are not included and are offered separately as the WithSecure Incident Response Retainer. WithSecure's standard support hours are Monday to Friday, 08:00 to 18:00 Eastern European Time, one hour ahead of Swiss time, and WithSecure does not publish which languages are available during the extended night and weekend hours, so clarify this before relying on German, French or Italian outside office hours.