FW – Firewalling

RETI AZIENDALI SICURE ED INTELLIGENTI

Provides an extension of the “HW – HARDWARE ASSISTANCE” contract enriched with services specifically oriented to the maintenance of FORTIGATE devices

Enables access to the 2nd level team for the analysis and management of detected anomalies

Guarantees a periodic but also specific backup, carried out at every modification / integration made by L&W technical staff

Ensures the free-of-charge resolution of anomalies detected in the configurations deployed by the L&W technical staff

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

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-S

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Soft monitoring
  • Continuous not proactive monitoring (24 x 7) just to check PING IP
  • Monitoring log storing (monthly)
  • Forwarding to the customer, via email, of CRITICAL notices on the availability of the device

NOT INCLUDED

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  • New Implementations / Configurations / Modifications / Custom and recurring Tuning
  • Proactive Performance and Capacity Management monitoring
  • Reports on data flow
  • Analysis and correlation of critical warnings
  • Renewal or upgrade of software maintenancec (FortiGuard)
  • Fault management on configurations made by third parties (Not L&W technical staff)
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