Standard Support Services

Incident Response and Troubleshooting During Coverage Hours
Our 12x5 coverage provides incident response and troubleshooting. Support window is 7am to 7pm Monday through Friday according to the time zone of each supported location.

Assistance with Administrative and Maintenance Activities
We compliment your existing support team by reviewing and assisting with any day-to-day administration and rulebase changes of the supported device. Such planned changes are acknowledged and scheduled within 48 hours, or in accordance with established maintenance windows.

Support for Appliance, Software, and Management Console
We support the entire solution from hardware to management. This support includes our direct support and troubleshooting of all supported devices, as well as managing any vendor escalation that is necessary. Valid hardware and software maintenance from the vendor is required for all supported components.

Assistance with Log Interpretation
We will help you review and understand the specifics associated with any log entries as required for all service related activities. Systematic log analysis and event correlation requires a fully managed SIEM tool to be included under the agreement.

Facilitate Hardware Advanced Replacement with Vendor
Should your device fail, we will work with the vendor to get you replacement hardware as quickly as possible.

Assist Your Team’s Catastrophic Recovery Efforts
During a catastrophic event we provide two options:

• You authorize deployment of our Professional Services onsite on an additional time and materials basis.
• You provide out-of-band access into the environment (e.g. air card) and a known good backup and we will install, patch, and restore. Without a good backup, you will need to authorize Professional Services for additional time and materials to rebuild your device.
  Note: Our support service enhancements also provide additional options during catastrophic events.

Service Packs, Hot Fixes, and Minor Software Upgrades
As part of our service reviews we review the current configuration of your devices and recommend any changes required. If software updates are required or recommended, we will assist you with that process. Because of the potential impact on your environment, major software releases require an upgrade project to ensure a smooth transition.

Review and Assessment of Significant Changes
We will review and assist you with changes to your device and assess their impact with respect to existing policies and architecture. Depending on the magnitude of the changes, project time may be required to plan and implement to ensure the stability and integrity of your environment.

Support Service Enhancement Offerings
Premier Support
Total Service
24x7 Service Window
Fully Managed Service
Hot Spare

For more information about SOC Services, please contact us at solutions@intelligentconnections.net