WithSecure Technical Service Manager Advanced

What is included in WithSecure Technical Service Manager Advanced?

Dedicated Technical Service Manager – One named expert acts as your advocate inside WithSecure.
Escalated case follow-up – Your manager follows up on support cases you escalate to WithSecure.
Priority technical support – Priority access to WithSecure's experienced technical support engineers for your team.
Implementation and upgrade help – Advice on solution setup, plus direct support during product upgrades.
Assessments and roadmap sessions – Solution assessments, recommendations, yearly business reviews and roadmap sessions included.
Important – Adds no protection, console or EDR; requires existing WithSecure products.

What are the main benefits of WithSecure Technical Service Manager Advanced?

WithSecure Technical Service Manager Advanced is a professional service, not software: WithSecure assigns a named expert who looks after the technical side of your existing WithSecure environment, which you continue to manage in your own WithSecure management console. The service was previously offered as F-Secure Technical Service Management, before F-Secure's business security products moved to the WithSecure brand.

Owned escalations – Escalated cases have a named contact at WithSecure who follows up.
Planned upgrades – Upgrades are prepared with an expert who understands your environment.
Better deployment decisions – Roadmap sessions show which upcoming releases matter for your organisation.
Less internal research – Setup and configuration questions go to one expert, not generic channels.
Documented service reviews – Yearly business reviews summarise service usage and support experience.
Direct vendor feedback – Your manager passes your requirements to WithSecure stakeholders, including R&D.

Which company size is WithSecure Technical Service Manager Advanced suitable for?

The service makes most sense where a WithSecure environment is large or critical enough that stalled support cases, poorly planned upgrades or unclear configuration decisions cost real working time. Small businesses with a few devices usually get sufficient help from standard support and their IT partner, while medium-sized and large companies with their own IT team benefit most from a named contact who already knows their setup.

Does WithSecure Technical Service Manager Advanced meet the requirements of Swiss cybersecurity legislation?

Since 1 April 2025, the revised Information Security Act obliges operators of critical infrastructure in Switzerland, for example in energy, health, transport, finance and public administration, to report cyberattacks to the Federal Office for Cybersecurity (BACS) within 24 hours of discovery. Most small and medium-sized companies outside these sectors are not directly affected, but often receive comparable requirements indirectly through their customers. WithSecure Technical Service Manager Advanced does not detect attacks, collect evidence or submit reports; these tasks remain with your security products, your processes and your staff. What it supports is the technical path after detection: an escalated case involving your WithSecure environment has a named contact who follows it up and has priority access to technical support, which helps when you need technical facts quickly for a report. This information does not constitute legal advice; for a binding assessment, please consult a legal specialist.

Does WithSecure Technical Service Manager Advanced meet the requirements of European cybersecurity legislation?

No product or service makes a company compliant with the NIS 2 Directive, because the directive requires organisational risk management measures rather than specific software. These measures include risk analysis and security policies, incident handling, business continuity, supply chain security, security in the acquisition and maintenance of systems including vulnerability handling, assessment of the effectiveness of measures, cyber hygiene and training, cryptography, access control and multi-factor authentication. WithSecure Technical Service Manager Advanced contributes mainly to system maintenance, through upgrade support and implementation advice, and to effectiveness assessment, through solution assessments and yearly reviews of your WithSecure environment. It supports incident handling only indirectly, by following up escalated support cases. It does not cover detection itself, business continuity, backup, training, cryptography or access control.

Does WithSecure Technical Service Manager Advanced help with security questionnaires from large customers?

Only partially: the service answers few questionnaire items directly, but it helps you keep the WithSecure products that answer them properly configured and up to date. It supports answers on vendor support arrangements, a defined escalation path to your security vendor, regular reviews of your security solution and a managed process for product upgrades. It does not answer items on endpoint protection coverage, which depends on the WithSecure product you run, nor on threat detection and response, continuous monitoring of your systems, backup and recovery, multi-factor authentication, staff training or penetration testing. If a questionnaire asks for detection and response capabilities, the cheaper route is usually to add a detection and response product from the WithSecure Elements family to your existing WithSecure setup, where your Technical Service Manager can already advise, rather than introducing a second vendor.

Which limitations should you know before buying?

WithSecure's official service description does not publish the differences between the Advanced and Premium levels, so confirm the exact scope, such as response targets and meeting frequency, before choosing a level. The service only covers WithSecure products: it provides no protection, management console, EDR, patch management or encryption of its own, and it does not support third-party security tools. Priority access to technical support is included, but WithSecure does not state round-the-clock availability or guaranteed response times for this service; 24/7 support with one-hour response to business-critical incidents is described in WithSecure's separate technical support packages. Reviews, assessments and consulting are advisory, so configuration changes are still carried out by your own IT team or your IT partner.