WithSecure Support Advanced

What is included in WithSecure Support Advanced?

Priority technical support – Priority access to experienced WithSecure support engineers for faster resolution.
eService Portal access – Submit and follow up on support tickets online in one portal.
Phone and call-back – Speak to an engineer directly or request a call-back.
Remote connection – Engineers can connect remotely to troubleshoot issues on your systems.
Local business hours – Support is available during business hours in your region.
Important – No 24/7 support or one-hour critical response; Premium covers this.

What are the main benefits of WithSecure Support Advanced?

WithSecure Support Advanced is a technical support package, not a security product: it upgrades how you get help for the WithSecure software you already run, delivered remotely by WithSecure engineers during local business hours. WithSecure is the former business security division of F-Secure, so older documentation and contracts may still show F-Secure names.

Faster case resolution – Priority handling shortens downtime when an agent or policy misbehaves.
Transparent case history – The whole IT team sees ticket status without forwarding emails.
Less on-site effort – Remote sessions replace long email exchanges with logs and screenshots.
Direct phone contact – Urgent questions are discussed live instead of waiting in a mailbox.
Documented vendor support – The contract shows auditors a defined support channel to your vendor.
Upgrade path available – Premium adds 24/7 cover without changing your support vendor.

Which company size is WithSecure Support Advanced suitable for?

Support Advanced suits small and medium-sized companies that run WithSecure products with a small IT team or a single administrator, where a stalled update or a misbehaving agent costs working time that standard support cannot recover quickly enough. Large companies and operators with round-the-clock operations usually need support outside business hours, which only the Premium package provides.

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

Since 1 April 2025, the revised Information Security Act has required operators of critical infrastructure, such as energy suppliers, hospitals, public authorities and certain financial and telecommunications companies, to report cyberattacks to the Federal Office for Cybersecurity (BACS) within 24 hours of discovery. Most small and medium-sized businesses without such a role are not directly affected, but often receive comparable requirements indirectly through their customers. WithSecure Support Advanced does not detect attacks, file reports or perform incident response; it gives your team priority access to WithSecure engineers during business hours when a WithSecure product is involved in analysing or containing an incident. Because the 24-hour deadline also runs at night and at weekends, business-hours support leaves a gap that only the Premium package with 24/7 support or an internal on-call arrangement closes. This information does not constitute legal advice; for a binding assessment of your obligations, consult a qualified legal professional.

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

No product on its own makes an organisation compliant with the NIS 2 Directive, because the directive requires organisational cybersecurity risk-management measures rather than specific software. These measures include incident handling, business continuity, supply chain security, security in the maintenance of network and information systems including vulnerability handling, and procedures to assess the effectiveness of security measures. Support Advanced contributes to incident handling and system maintenance by providing a defined, prioritised channel to the vendor of your security software, with a ticket record that documents who handled a case and when. It does not provide threat detection, 24/7 availability, incident reporting to authorities, backup or business continuity planning, and it covers only WithSecure products, not the rest of your IT environment.

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

Partly: WithSecure Support Advanced answers questionnaire items about vendor support for your security software, but not items about the security controls themselves. It lets you confirm a defined support contract with the manufacturer of your endpoint security, a documented case history through the eService Portal ticketing system, and the option of remote troubleshooting by vendor engineers. It does not let you confirm 24/7 vendor availability, guaranteed response times for critical incidents, management-level escalation, incident response or managed detection, and it says nothing about patch management, encryption or backup, which depend on the products you run. If a questionnaire asks for round-the-clock vendor support or a defined critical response time, upgrading to WithSecure Support Premium is usually the more direct route than adding a separate service provider; if it asks who responds to attacks outside office hours, WithSecure's own managed detection and response service is the matching addition within the same vendor.

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

The decisive difference is service hours: Advanced covers local business hours, while Premium provides 24/7 support with a response to business-critical incidents within one hour. Premium includes all Advanced services. On top of that, it adds escalation of ongoing cases to technical support management, upgrade consultation for keeping your WithSecure environment current, and malware removal advice beyond the standard service.

Which limitations should you know before buying?

WithSecure Support Advanced is a support service only: it contains no security software, and it applies to the WithSecure products you already use. Support is delivered during local business hours, and WithSecure states that service hours are shown in local time and are subject to change, so check the hours for your region before relying on them for incident planning. There is no 24/7 availability, no guaranteed one-hour response for critical incidents and no management-level escalation, which is the most common reason buyers upgrade to Premium later. Support engineers help you resolve product issues, but they do not monitor your environment or respond to attacks on your behalf; that requires a managed detection and response service.