| SecureCare™ |
Silver |
Platinum |
| Tech Support |
Live Phone Support 8x5 |
Live Phone Support 24x7 |
| Software Maintenance |
Bug fixes, Updates,
Upgrades, Releases |
Bug fixes, Updates, Upgrades, Releases |
| Upgrade Benefit
for Hardware Warranty |
Advance Replacement for hardware failures;
Shipment - next business Day |
Advance Replacement for hardware failures;
Shipment - next business day |
| Subscription Service |
Real-time Security Database Access/Download
for Security Modules Licensed (IDS/IPS URL Classifications) |
| Hardware Warranty |
Standard Warranty, 1 Year. |
| |
|
| Technical Support |
Technical Support is only available to
customers who have purchased a SecureCare Service Contract and have installed a supported
software release. |
| Phone Support |
Phone support calls are answered by the iPolicy SecureCare
engineer or a dispatcher who enters the customer input into the system. A qualified SecureCare
engineer will respond within the target time defined by the severity of the incident. 8-hour
support is from 9:00 am to 5:00 pm local time. |
| Email Support |
Email is an alternative means for submitting incident
information and may include attachments to facilitate resolution. iPolicy Networks targets
1 business day response time for email inquiries, which therefore is not recommended
for severity 1 or 2 issues. |
SecureCare
Web Portal |
The iPolicy SecureCare Web Portal provides 24x7
Web access to Knowledge Base, Release Notes, Product Documentation, Alerts and Notifications,
and FAQs. The SecureCare Web Portal also provides access to software fixes and patches
and for real-time download of Security Databases. It also provides the customers ability
to open trouble tickets and track resolution status online. |
Response Time
Severity 1: 4 hours
Severity 2: 8 hours
Severity 3: 24 hours
Severity 4: 48-72 hours |
The response time is the target time for iPolicy Networks to provide a fix, a temporary
fix or a plan of action depending on the nature of the problem reported. The response time
reflects the severity of the incident as determined by the iPolicy SecureCare engineer
during the initial call and is based on the following criteria:
Severity 1: means the customer's service is interrupted, with no
workaround available and the interruption is severely impacting business.
Severity 2: means the equipment failure is impacting business, but a workaround that
mitigates impact is available.
Severity 3: is a minor bug report, meaning the equipment is working but not behaving
exactly as designed, resulting in suboptimal performance.
Severity 4: means configuration assistance, or information or enhancement request. The
equipment is working as designed, but was not correctly configured or could be improved
to better meet the customer's needs. |
| Software Maintenance |
Software maintenance includes all software releases:
bug fixes, updates, upgrades, new releases, etc. for all products that a customer has licensed.
Maintenance excludes new products released under license control, even if some features
were previously available in another licensed product. |
| Subscription Service |
Security Subscription Services provide for the ongoing
real-time update of security modules’ databases such as IDS/IPS and worm signatures,
URL database, etc. for all security modules with a valid license.
Subscription services are included in the SecureCare Service Contract. Non-renewal
of the Service Contract may cancel the right to use the existing database. Terms are specific
to the application/OEM database supplier. Consult your sales representative for more information. |
| Hardware Warranty |
Standard hardware warranty provides for advanced replacement
of DOA equipment and for failed hardware, that had been working under normal conditions.
The warranty does not cover equipment damaged by mishandling or improper operation due
to misconfiguration. The standard hardware warranty is included in the first year and
extended hardware support is included in the SecureCare Service Contract renewal. iPolicy
sales for more information. Contact iPolicy sales for more information. |
