WithSecure Technical Service Manager Premium

What is included in WithSecure Technical Service Manager Premium?

Named technical contact – One assigned WithSecure expert as your main technical point of contact.
Support case follow-up – Continuous monitoring and proactive follow-up of your open support cases.
Priority support access – Open cases are prioritised with WithSecure's experienced technical support team.
Configuration and deployment guidance – Advice on implementation, setup and configurations matched to your environment.
Service and roadmap reviews – Regular service reviews plus a yearly business and roadmap session.
Important – No security software included; requires an existing WithSecure environment.

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

WithSecure Technical Service Manager Premium is a support service, not security software: WithSecure, formerly the business security division of F-Secure, assigns a named expert who acts as your advocate and technical point of contact for your existing WithSecure environment. Your products stay managed in your own WithSecure console, and the Technical Service Manager advises, follows up and escalates rather than operating the environment for you.

Less escalation effort – Your TSM chases escalated cases instead of your administrators doing it.
Context carried over – One contact who knows your environment avoids re-explaining it per case.
Planned upgrades – Support during upgrades reduces surprises when product versions change.
Early known-issue warnings – Instant notice of known issues together with recommended fixes.
Configuration health checks – On-demand health checks and solution assessments review your current setup.
Roadmap influence – Your feedback reaches WithSecure product stakeholders, up to R&D.

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

The service pays off where WithSecure products run across many devices or sites, where several administrators share the environment, or where support cases regularly need escalation. Small businesses with a simple setup are usually well served by standard WithSecure support; a Technical Service Manager becomes relevant once escalations and upgrade planning take noticeable internal time.

Does WithSecure Technical Service Manager Premium 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, healthcare, finance, telecommunications and public administration, to report cyberattacks to the Federal Office for Cybersecurity (BACS) within 24 hours of discovery. Most private SMEs outside these sectors are not directly affected, but can inherit comparable requirements through contracts with affected customers. WithSecure Technical Service Manager Premium supports the operational side indirectly: prioritised support cases and a named contact shorten the time needed to get vendor-side answers when a WithSecure product is involved in an incident. The service does not detect attacks, does not assess whether an incident must be reported and does not submit reports to BACS; detection comes from your WithSecure security products and the reporting process from your own organisation. This information does not constitute legal advice; whether your organisation is subject to the reporting obligation should be clarified with a qualified specialist.

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

No product or service makes an organisation compliant with the NIS 2 Directive, because compliance results from governance, processes and documented measures. Article 21 of the Directive requires, among other things, risk management policies, incident handling, business continuity, supply chain security, security in maintenance including vulnerability handling, and assessment of the effectiveness of measures. WithSecure Technical Service Manager Premium contributes to supply chain security with a documented, named contact at your security vendor, and to maintenance through upgrade support and notice of known issues and recommended fixes. Health checks and solution assessments can feed into your periodic effectiveness reviews. The service covers none of the measures for incident handling, backup, business continuity, cryptography, multi-factor authentication or staff training.

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

Partly, and only for questions about your security vendor relationship, not for questions about technical controls. The service lets you document a named technical contact at WithSecure, a defined escalation path for product issues, prioritised handling of support cases and regular service and roadmap reviews, which answers typical questionnaire items on vendor support and product maintenance. It does not answer items on endpoint protection coverage, detection and response, patch status, encryption, backup, multi-factor authentication or incident response readiness, because it adds no security function of its own. Those items are answered by the WithSecure products you run and by your internal processes. If a questionnaire exposes a gap such as missing detection and response, adding the matching WithSecure Elements capability in the same console is usually the more economical route than introducing a second vendor, and your Technical Service Manager can help assess which option fits.

Which limitations should you know before buying?

WithSecure Technical Service Manager Premium is a service add-on without any security software, so it requires an existing WithSecure environment and does not replace any product licence. WithSecure publishes one description of Technical Service Management and does not publicly document how the Premium level differs from the Advanced level, so response times or meeting frequency should be confirmed before purchase if they matter for your decision. WithSecure lists system monitoring among the service items, but this refers to follow-up of escalated support cases, not to round-the-clock security monitoring of your endpoints. For continuous threat monitoring and response, a managed detection and response service is needed in addition. No regional restrictions on the service were found in WithSecure's published information.