Expert Technical Support Services
From your initial implementation, FireMon is dedicated to prompt resolution of technical issues. Choose from several support packages to receive the assistance and tools you need to maintain maximum performance of your Security Manager solution.
Standard Benefits of FireMon Support include:
- Rapid response times.
- Professionally trained and certified engineers.
- Online access to software updates & downloads.
- FireMon's Support guarantee: timely, increasing levels of engagement until resolution.
If you need to contact support now, log in to the User Center, or email support@firemon.com.
Support Offerings
FireMon currently offers a choice of two support packages:
Silver Level support (available for all software products):
- Comprehensive support from 7:00 A.M. to 7:00 P.M., Central Standard/Daylight time, Monday through Friday.
- Response time to critical issues: 1 business day.
Gold Level support (available for Security Manager and Policy Planner):
- Comprehensive support 24 hours a day, 7 days a week for Critical issues.
- Calls made to the FireMon Support Center after normal business hours (7:00 A.M. CT – 7:00 P.M. CT) are routed directly to FireMon after-hours support desk, from which a support engineer can be paged for Critical issues.
- Response time to critical issues: 2 hours.
With Gold Support, FireMon provides a comprehensive Response and Escalation Grid that guarantees our clients will receive the attention they need to resolve support issues in a timely and efficient manner.
All FireMon customers with current support and maintenance contracts have access to technical support resources. Our online support center is generally the fastest and most convenient means of support and is available 24x7 for self-service technical assistance for the following:
- View and download updates.
- Access product documentation, release notes, technical articles, and FAQ's.
- Submit support tickets.
Hardware Replacement
Hardware replacement is an extension of the normal FireMon support process. Normal notifications and escalations will take place according to the support plan. When a piece of hardware is determined to be malfunctioning by FireMon Support and the customer, FireMon will assist with this replacement as part of the normal telephone and email support process.
Professional Services
Our Professional Services team applies their consulting, customized audit and reporting, and education expertise to enhance FireMon offerings at every stage of your engagement, from evaluation through production. Combining our knowledge and your unique requirements, our Professional Services team ensures you are getting the best possible performance from your Security Manager implementation.
Training
An investment in education is your investment in success. FireMon’s customized training program fits your specific learning needs. With training, your team has a broader product understanding that allows them to focus on what is important, avoid common pitfalls, and become more adept at resolving problems – even spotting and avoiding them before they occur. The maximum amount of practical information is delivered in the shortest amount of time to keep your staff’s downtime to a minimum.
