All users of our support portal for customers that have been identified as an ITAR/EAR customer are required to accept our Terms and Conditions prior to receiving support and using our ticketing system.
This process is only required to be completed one time upon submitting your first ticket.
After submitting your first ticket to support you will receive an automatic notification outlining these terms and conditions. In order for support to handle your request, please reply to that email stating that you have read and understand these terms and conditions.
After we receive your reply accepting these terms and conditions your ticket will be transferred to the support team to begin working on your issue.
The Versata ITAR/EAR Terms and Conditions are as follows:
Our policy is that we do not accept tickets or ticket updates with secure ITAR/EAR restricted data attached. Upon submission, our ITAR Security Team will review your ticket, and provided it does not contain any secure data will be assigned to a support representative.
If the ticket does contain secure ITAR/EAR data, it will be removed from the support system and we will advise you on how to correct the submission.
ITAR Security must facilitate all screen share meetings with our support team. If a screen share meeting is needed, our support agents will handle this request to ITAR Security.
All customer data uploads to our FTP must go through our ITAR Security Team to review all files for ITAR/EAR restricted data. If use of our FTP is required, our support agents will handle the request for secure access credentials to be sent to you.