Phone Support

Provided to each customer with a basic and above contract and enables these types of service requests:

  • Informational – Product features and capabilities, basic configuration questions, technology clarifications and non-problem specific issue.
  • Enhancement – Addition or change of configuration to meet a new business requirement
  • Limited service – abnormal behavior of an element that causes a service or application to behave out of the ordinary
  • System down – mission critical service or application that no longer provides the required services

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On-Site Support

Provided to each customer with a basic and above contract and enables these types of service requests:

  • Enhancement – Addition or change of configuration to meet a new business requirement
  • Limited service – abnormal behavior of an element that causes a service or application to behave out of the ordinary
  • System down – mission critical service or application that no longer provides the required services

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Product Updates and Upgrades

In order to maintain a high level of security and stability, periodic product updates are recommended. Prior to updating a product or service, the following pre-requisites are performed:

  • Goals – each update will detail the specific requirements from the upgrade in order to make sure that these can be verified following the update process.
  • Work Plan – a detailed plan will be provided and needs to be approved by the customer. The work plan will detail the tasks that will be performed, the risks involved, the roll back plan and the down time projected.
  • Backup – a full product/service backup will be performed prior to any upgrade or update. The backup will include both the general system information and the specific product configuration.
  • Summary – an update summary will be provided that will include the tasks performed and the new configuration.

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Security Certification

A periodic security check of installed applications and services is highly recommended in order to verify that the systems are properly configured and are working at an optimal rate.

The Security Certification will include topology design overview, product configuration check, log overview.

The deliverable to the customer will detail the services checked along with the recommended changes in order to increase both the security level and the stability of the systems.

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Technical Leader

Enterprises often provide security services that include both advanced topologies and a wide variety of products.
These customers will be assigned a Technical Leader who will be in charge of the following tasks:

  • Design – be aware and recommend over time the design requirements of the infrastructure.
  • Consulting – will be the single point of contact for changes and additions required be the environment.
  • Training – will train the support staff on the customer site and its provided services
  • Project – will plan and lead the on-going projects

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Lab Replication

When abnormal behavior of a product or service is visible on a customer site and no configuration changes seem to resolve the problem, often a ticket is opened with the corresponding vendor.

This process usually takes a long period of time and often requires the customer the keep providing new debug information to the Vendor. This process both consumes resources from the customer and jeopardizes the stability of their systems.

The Lab Replication service establishes a mirror of the affected system and replicates the problem off the customer site. This service provides these key features:

  • Customer resources are lowered while handling the ticket.
  • No effect on the customer site while debug information is gathered.
  • No effect on the customer site while trying vendor solutions
  • Solution QA prior to implementation on production environments

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Monitoring

Maintaining a high level of internal SLA is crucial to organizations today.

It is vital to understand that the longer a system is down the longer a business is unable to provide services and that is what drives the need for both internal and external system monitoring.

The Monitoring services are divided to two locations:

  • Internal – a monitoring solution that is installed at the customer site and has visibility to services provided within the organization.
  • External – a managed monitoring service that monitors the user experience from outside the organization.

Both monitoring solutions provide the capability to alert the security staff via common methods such as phone, SMS or e-mail.

Provided a customer matrix, this service can alert different IT staff in different locations in different times and in different status of the infrastructure

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Preemptive Maintenance

In order to maintain a high level of up-time, constant maintenance is required to make sure that all systems are performing at their required levels and that no problem is advancing to a critical point.

Preemptive maintenance is provided by periodically monitoring the security infrastructure and verifying that key elements within these systems are not reaching a critical level.

Detailed reports are provided to the customer that includes the overall state of the systems, the elements that require attention with the alert level required, update status of these elements and sizing information that may be required.

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Priority Phone Access

During a critical problem, customers need the fastest response time possible.

The priority phone access is available to customers in order to expedite the care and escalation required to handle the problem swiftly.

The escalation process begins immediately and reaches the assigned engineer to the customer in a matter of minutes. At that point the customer can decide whether they require remote assistance or an on-site engineer to help handle the problem.

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