TRUSTMatrix Support Services committed to work with customers, ensuring a simple process from initial deployment to ongoing administration and maintenance. It is inline with our commitment to provide our end-users peace of mind, and provides the highest level of satisfaction with TRUSTMatrix solution.

TRUSTMatrix provides Standard User Support Package to all its customers. Standard package will be provided to all customers in the first calendar year following purchase of a product.  It allows formal bug reporting to the support group.  Bugs will be acknowledged within 3 business days from the time of receipt.  Where possible, a workaround or a fix will be proposed within 10 business days.  Where reasonable for the version of the product showing the fault, a maintenance correction will be scheduled and the customer notified by e-mail at their registered address when that correction is available for download.


In our Standard User Support Package, our customers are entitled to have access the following services:

1. Web Knowledge Base
2. Telephone/E-mail assistance
3. Minor Solutions Upgrades & Patches

Web Knowledge Base

TRUSTMatrix provides  customers to access TRUSTMatrix Knowledge Base (FAQ), which can be accessed at any time, will allow you to quickly retrieve information on resolving known queries which may arise at your site.

You can both telephone and/or e-mail TRUSTMatrix Support Services with your queries where our team of Support team provides solutions support during our Standard Working Hours. Our support team has been trained to perform diagnostic and troubleshooting activities in order to resolve solution queries as quickly as possible. Your query detail will be recorded in our helpdesk system, and query ID number assigned.

Minor Solutions Upgrades & Patches

All valid customers will be ensured to receive minor solutions upgrades and patches for TRUSTMatrix solutions as they are released by SCAN Associates, and may download and change them at any time.

Support Services Not Covered

TRUSTMatrix solutions make use the strongest and best available encryption technologies. However, we have not developed master any kind of methods for bypassing the controls that have been put in place to protect user confidential information. Thus, TRUSTMatrix will not able to recover lost passwords at our site, regenerate keys that have been deleted or corrupted, obtain entry to key ring where password has been forgotten or decrypt any information that has been encrypted using customer’s key.