FMS – Fortinet Managed Services

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Involves the PROACTIVE Monitoring service provided by the L&W NOC

Supported by the 3rd level team in the management of all HW and SW issues

Offers advice on improvement needs through capacity management

Facilitates the optimization of the services through the analysis of the Performances

Highlights and documents the availability of the Services in order to provide a global view on the functioning of the devices

Involves the L&W Security (S.O.C.) staff for the identification and analysis of the cyber threats detected on data in transit

Notifies the attempted attacks against the services / systems published on the internet

It reports the detection of new types of Malware by analyzing the anomalous behaviors on the data flow
Provides timely feedback on cyber attack attempts and identified objectives

SM

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Service Manager

SD

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Service Desk

SL1

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Support Level 1°

SL2

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Support Level 2°

SL3

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Support Level 3°

REP

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Reperibilità

HW

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Hardware replacement
  • RMA management with Vendors
  • Replacement of equipment (same category or higher) in case of serious malfunction or HW failure
  • On-site restoration intervention or sending the replacing device to the customer (according to the agreed methods and SLA)

MAN

MAN Manutenzione Programmata
Planned maintenance
  • Check firmware update level, assessment and sharing of Upgrade needs (1 every year)
  • Check correct operation of devices (1 every year)
  • Performance & Capacity Management (1 every year)
  • Backup of the SW configurations present in the devices (1 every year)

BUG

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Bug management
SL1 + SL2 + SL3 support for the management of anomalies related to policies and configurations deployed or modified by L&W technical team

FRM-UP

Firmware Upgrade/Update
Firmware upgrade
  • Firmware upgrade to the latest stable major release compatible with the devices in use (1 every year)
  • Firmware Update (Bug Fix) for bug resolution recognized by the Vendor and found on the devices in use, which provide total or partial blocking of the services provided (4 every year)

BCK1

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Periodic backup
  • Six-monthly backup of devices’ SW configurations
  • Storing and maintaining backups on L&W Datacenter for the entire period of the service

BCK2

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Recurring backup
  • Backup of the SW configurations present in the devices at each integration / modification made by the L&W technical team
  • Storing and maintaining backups on L&W Datacenter for the entire period of the service
  • Configuration alignment and backup of FORTIMANAGER solutions

MON

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NOC Monitoring
  • CONTINUOUS (24 x 7) and PROACTIVE (8 x 5) Monitoring Service provided by L&W NOC
  • Display of CRITICAL warnings on dedicated MAPS and available on the Internet
  • Analysis and Correlation of warnings to identify latent critical issues
  • Email notification of CRITICAL alarms which determine a total or partial block of the functionality of the Services / Applications / Devices
  • CAPACITY, PERFORMANCE, AVAILABILITY Management on Services / Applications / Devices
  • Management LOG Management – Monitoring log storing on L&W Datacenter (2 months)
  • Logical display of data relating to data flow (if Firewall) or to the availability and functioning of Services / Applications / Devices

SOC

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SOC Monitoring
  • Analysis and correlation of data in transit on perimeter security systems (Firewall)
  • THREAT Analysis & Response – analysis and resolution of problems related to cyber threats
  • MALWARE Analysis & Removal – analysis of malware intercepted on the data flow

RPT

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Report service
  • Monthly reporting (12 every year) generated on management needs and relating to the data flow managed by the Firewall
  • Reporting on the management of active functions (Application Control, IPS, Web Filtering, Antivirus, etc.)
  • Technical staff support for evaluation and interpretation of the information contained in the monthly reports

DSR

DSR Incident Mgmt
Incident management
  • INCIDENT management (ten hours every year) – Restoration of the Services and Features that have resulted in a total or partial block of the Firewall devices
  • Registration, classification and initial support, analysis and diagnosis, resolution and closure of the incident and information-sharing with the customer
  • Restoration of normal service levels, in relation to the Incident, according to the agreed SLAs

NOT INCLUDED

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  • New Implementations / Configurations / Modifications / Custom and recurring Tuning
  • Renewal or upgrade of maintenance software (FortiGuard)
  • Anomaly management on configurations made by third parties (No L&W technical staff)
  • Fortinet solutions dedicated to ENDPOINTS (EMS)
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