Services & Support
To ensure organisations have access to technical support and the latest features, we offer Entry, Standard and Premium Levels of support for our authentication platform users. Professional services are also available for upgrading, deployment, migration and complex integration.
Product lifecycle and end of support dates
Maintenance Support
Swivel Secure provides Standard support for customers using AuthControl Sentry®. Premium support is available for organisations requiring additional support.
Entry Level Maintenance Agreement
Entry-level support provides organisations with 24/7 support. Access to software upgrades, updates and bug fixes.
Standard Maintenance Agreement
Support hours: 24/7. Swivel Secure offers 24hr support during working days as standard.
Premium Maintenance Agreement
A true 24/7 service, the Premium Maintenance Agreement provides businesses with round-the-clock support. Ideal for Enterprise organisations requiring expert support immediately.*
Already have a support agreement in place?
Customers who have purchased through a Swivel Secure Partner
Customers who have a contract through an accredited Swivel Secure Partner should contact the partner directly.
Swivel Secure Partners who wish to raise a support ticket
If you are an Accredited Partner and you wish to raise a ticket, please use the link below.
Existing customers with a Premium Maintenance Agreement directly with Swivel Secure
As a customer with a Premium Maintenance Agreement, our team of security experts are here to help you 24/7. The service agreement you received categorises issues in priority order P1 through to P4. Swivel Secure uses all reasonable endeavours to resolve any notified P1 or P2 fault within one business day.
Professional Services
Swivel Secure provides a range of Professional Services for organisations requiring additional or bespoke technical resources when deploying multi-factor authentication and ensuring compatibility with systems, connections and hardware. Whether you need complex integrations or additional development around your architecture, our security team of experts can ensure your applications, networks and data are protected from unauthorised access.
Need to upgrade your Swivel Secure appliance?
If your priority is to ensure you mitigate against any security vulnerabilities, it is imperative you are utilising the latest hardware and software. Swivel Secure recognises some of the issues that can occur during an upgrade and offer an upgrade service developed around ensuring there is minimal disruption to the service and your business.
Have a highly complex network infrastructure requiring numerous integrations?
Our team of expert engineers work closely with your Technical Architects and Service Delivery teams to ensure that any design proposed is tailored to your network architecture. Ensuring that the design ticks all the right boxes and meets your organisational architectural and change control requirements is our main priority. This reduces the burden of responsibility on your IT team, so they can concentrate on their daily priorities.
Need to integrate a new RADIUS or SAML device with no previous integration article to work against?
Swivel Secure’s AuthControl® Sentry integrates with hundreds of appliance software and applications through protocols SAML and RADIUS. Our team of software developers can be on hand to assess and develop any new integration that you require. Aside from new integrations, our software development team also facilitate new plugins and endeavours to continuously improve the software by responding to your valuable feedback and feature requests.
AuthControl Sentry® integrations
Intelligent authentication for securing cloud
or on-premise architecture.
The award-winning platform has been designed to integrate with hundreds of applications and appliance software through RADIUS, SAML and our own proprietary API - AgentXML.
Product Lifecycle
Swivel Secure’s Enterprise Support Lifecycle Policy outlines support guidelines for our products’ lifecycle.
AuthControl Sentry® Software Versions
| Products | Last Service Extension Date (LSED) | End of Support Date (EOS) | Migration options |
|---|---|---|---|
| Swivel 3.9.x | 29/08/2025 | 29/08/2026 | ✔ |
| Swivel 3.10.x | 29/08/2025 | 29/08/2026 | ✔ |
| Swivel 3.11.x | 29/08/2025 | 29/08/2026 | ✔ |
| Swivel 4.0.x | 29/08/2025 | 30/12/2030 | ✔ |
| Swivel 4.1.x | 29/08/2025 | 30/12/2030 | ✔ |
| Swivel 4.2.x | TBD | 30/12/2030 | ✔ |
Swivel Secure Appliance Versions
| Appliance OVA Version | Underlying OS | OS Version (CMI -> Version Information screen) | VM Hardware version compatibility | Build Date | End of Support Date (EOS) | Migration options |
|---|---|---|---|---|---|---|
| 2.x | RHEL 4 | 2.6.9-89.ELsmp (32 bit) | - | 2009 | 31/03/2017 | ✔ |
| 2.1.0 | CentOS 5.11 | 2.6.18-402.el5.centos.plus | 8 | 19/05/2015 | 31/03/2017 | ✔ |
| 3.0.0 | CentOS 6.7 | 2.6.32-573.7.1.el6.x86_64 | 8 | 15/10/2015 | 30/11/2020 | ✔ |
| 3.0.1 | CentOS 6.7 | 2.6.32-573.7.1.el6.x86_64 | 8 | 15/02/2016 | 30/11/2020 | ✔ |
| 3.1.0 | CentOS 6.8 | 2.6.32-642.11.1.el6.x86_64 | 8 | 05/12/2016 | 30/11/2020 | ✔ |
| 4.0.0 | CentOS 6.8 | 2.6.32-642.11.1.el6.x86_64 | 8 | 27/03/2017 | 30/11/2020 | ✔ |
| 4.0.4 | CentOS 6.10 | 2.6.32-754.22.1.el6.x86_64 | 8 | 07/07/2019 | 30/09/2021 | ✔ |
| 4.1.3 | CentOS 7.2 | 3.10.0-327.el7.x86_64 | 8 | 03/08/2021 | 03/08/2022 | ✔ |
| 4.2.0 | CentOS 7.9 | 3.10.0-1160.76.1.el7.x86_64 | 8 | 04/06/2022 | 30/06/2025 | ✔ |
| 4.2.0 | CentOS 7.9 | 3.10.0-1160.76.1.el7.x86_64 | 13 | 27/09/2022 | 30/06/2025 | ✔ |
| 4.2.4+ | Oracle Linux 9.x | 5.15.0 | 18 | 08/11/2024 | 30/06/2032 | ✔ |
AuthControl® Mobile Software Versions
| Products | End of Order Date (EOD) | Last Service Extension Date (LSED) | End of Support Date (EOS) |
|---|---|---|---|
| AuthControl Mobile V4 | |||
| AuthControl Mobile | 01/01/2022 | 29/08/2022 | 29/08/2023 |
| AuthControl Mobile V5 | |||
| AuthControl Mobile V5.13 | 15/07/2022 | 12/03/2023 | 11/03/2023 |
| AuthControl Mobile V5.12 | 15/07/2022 | 12/03/2023 | 11/03/2023 |
| AuthControl Mobile V5.11 | 15/07/2022 | 12/03/2023 | 11/03/2023 |
| AuthControl Mobile V5.10 | 15/07/2022 | 12/03/2023 | 11/03/2023 |
| AuthControl Mobile V5.09 | 15/07/2022 | 12/03/2023 | 11/03/2023 |
| AuthControl Mobile V6 | |||
| AuthControl Mobile V6 MSP (AMM) | 03/03/2025 | 03/03/2025 | 03/03/2025 |
Swivel Secure’s Enterprise Support Lifecycle Policy guides our internal product lifecycle practices and, most importantly, assists our Partners and Enterprise Clients in making informed purchases and support and upgrade decisions.
All Swivel Secure’s products are covered by this policy.
Partners and Enterprise Clients operating under a valid Support and Maintenance Agreement from Swivel Secure are entitled to the benefits associated with this policy.
Key milestones in our GENERAL product lifecycle
The end of order date is the last date on which the relevant software product may be ordered; after this date the product is no longer available for sale.
Swivel will provide a minimum of 240 days advance notice of the affected product’s EOO date by publishing an EOO notification on this page, as well as emailing all partners with the EOO notice.
The last date on which an order will be accepted, for a product no longer publicly available for purchase, for an extension of an existing contract for support or security subscription services.
No service contracts may be extended past the EOS date. The last service extension date is an estimated 365 days before the EOS date for the relevant product.
The final milestone in the product lifecycle is the End of Support date.
After this date, Swivel Secure will not sell, manufacture or improve the product and is under no obligation to provide support services.
End of Life Policy
Swivel Secure is strongly committed to providing industry-leading products and services. As the market continues evolving toward more complex levels of security, Swivel Secure will periodically announce End-of-Sale and End-of-Life life cycle milestone information along with migration recommendations for our valued customers.
All Swivel Secure products and services will enter an End-of-Sale (EOS) period before End of Life (EOL). Product EOS dates will be up to five years prior to product EOL and all EOL communications will start with an official EOL Intent Announcement at least 60 days prior to the product’s EOS date.
Once an End-of-Sale date is announced, you may continue to order products from your authorized Swivel Secure reseller partner. Customers with active support will receive continued technical and limited software support until the End of Life.
Product Life Cycle Milestones
Swivel Secure has announced life cycle milestones for the products listed above. Migration options are indicated and updated periodically.
Last date for Swivel secure distribution partners to purchase specific products directly from Swivel Secure
Recommended product or subscription replacements.
Conclusion of development and support for defined End-of-Sale products.