Support Levels
StoneGate Appliance Support and Maintenance Services
| Service Level | Premium | Basic |
|---|---|---|
| Response Time
(See note 1) |
2 hours | Next business day based on the office hours of the Stonesoft Regional Support Center closest to the customer |
| Call Resolution |
Trouble-shooting continues until the problem is solved |
8/5 (9:00-17:00) in the Support Center closest to the customer's time zone |
| Hardware Replacement Service
(See note 2) |
Stonesoft will ship replacement hardware (a hardware unit or a spare part) within 24 hours (excluding weekends and public holidays) | Stonesoft will ship replacement hardware (a hardware unit or a spare part) within 48 hours (excluding weekends and public holidays) |
| Software Maintenance and Enhancements (releases, patches, upgrades, dynamic
updates)
(See note 3) |
YES | YES |
| Authorized Customer Contacts | 5 global | 2 local to customer site |
| Web-based Support | YES | YES |
Stonesoft Software Support and Maintenance Services
| Service Level | Premium | Basic |
|---|---|---|
| Response Time | 2 hours | Next business day based on the office hours of the Stonesoft Regional Support Center closest to the customer |
| Call Resolution | Trouble-shooting continues until the problem is solved | 8/5 (9:00-17:00) in the Support Center closest to the customer's time zone |
| Hardware Replacement Service
(See note 2) |
Not Applicable | Not Applicable |
| Software Maintenance and Enhancements (releases, patches, upgrades, dynamic
updates)
(See note 3) |
YES | YES |
| Authorized Customer Contacts | 5 global | 2 local to customer site |
| Web-based Support | YES | YES |
These services give you access, determined by your business requirements, to Stonesoft's network security specialists located, in two different time zones, at our Technical Support Centers in Helsinki, Finland and Atlanta, Georgia, USA.
Note 1: In case of escalation to senior technical specialist, technical product management or
research and development there is no SLA for response times.
Note 2: Hardware replacement service is an extension to the limited hardware warranty and
provides better service level to the customer. Hardware replacement service is available to
customer for up to 39 months from the appliance delivery date if the customer has a valid support
and maintenance contract. Hardware replacement service is subject to the terms of the applicable
hardware warranty document, with the exception of warranty claims, and to the terms and conditions
mentioned in the service description. Modular appliance models are built on-demand based on
customers' choice of network interface cards and therefore the delivery time is longer than with
out-of-the-box models. These appliance models are shipped within 48 hours from receiving the signed
WRRC form despite the support service level.
Note 3: Newer releases may contain new features, which may be limited to certain appliance models or licenses and/or that are separately charged.