Certified Support and Maintenance Partner (CSMP)
Stonesoft provides support and maintenance services of Stonesoft Products together with the Certified Support and Maintenance Partner (CSMP) and provides the CSMP’s end-user customers with a two-layer model. The CSMP provides its end-user customers the first-line support services and Stonesoft provides to the CSMP second-line support services.
Stonesoft support offering has two levels of Support services: Basic and Premium
Basic-level provides 8/5 support, with 24 hour response time
Premium-level provides 24/7 support, with 2 hour response time.
Certified Support and Maintenance Partner Requirements
All certified system integrators (CGSI and CRSI) are required to maintain their Certified Support and Maintenance Partner status at all times.
To ensure the quality of service provided to the end customers, Stonesoft CSMP partners are, at all times, expected to meet the minimum criteria’s defined below.
| MINIMUM REQUIREMENTS | Basic | Premium |
|---|---|---|
| Signed Support and Maintenance Agreement (SMA) | X | X |
| Helpdesk service hours | 8/5
In the defined service territory |
24/7 |
| Response time | Next business day | 2 hrs |
| Certified StoneGate Architect (CSGA)
per supported Stonesoft product (Firewall and IPS) |
2 | 4 |
| Up-to-date contact information in the
Stonesoft Partner Database |
X | X |
- Stonesoft reserves the right to audit partner’s Stonesoft related operations to verify the partners ability to deliver the services to the end users
- Serving the end-customers in problems attributable to user error
- Escalating software functionality related problems to Stonesoft Technical Support
- End-user support request logging, gathering information, problem definition and troubleshooting
- Reporting all support requests related to Stonesoft products on a monthly basis no later than on the 15 th working day of the month. Reporting template can be found at Stonesoft Partner Web site http://partner.stonesoft.com
- Maintenance of Certified StoneGate Architect status annually via Stonesoft upgrade training process
Detailed Service Descriptions are available at Stonesoft Partner site. http://partner.stonesoft.com
Certified Support and Maintenance Partner (CSMP) Benefits
Support and Maintenance Partners are entitled to receive additional professional services and other benefits. Our value proposition for our Support and Maintenance Partners include:
- Opportunity to provide end customers services to create a successful, long term customer relationship and enhanced ability for profitable business
- Discounts on Stonesoft support prices based on the appropriate partner category
- Expertise recognized for technical excellence and customer experience in the security markets