Support Services

FireMon customers can rest assured that we are here to answer the call. No matter the FireMon environment - virtual, multi-cloud or on-premise, we deliver enterprise-level support for your hybrid cloud environment wherever you are around the globe.

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Hardware Support

FireMon appliances are designed to run as efficiently and securely as possible. Periodically, we may change appliance configurations or offer newer equipment. When updates occur, we may discontinue sales of older equipment while honoring any support contract for an appliance that is designated as end-of-sale.

Silver Level

Live support from 7 am – 7 pm CT, Monday – Friday.

Standard response time is within one business day.

Gold Level

Live support from 7 am – 7 pm CT, Monday – Friday.

24 x 7 support for business critical issues.

This includes access to a Customer Success Manager and overnight priority shipping for appliance replacement.

Platinum

24 x 7 support with 30 minute response time to critical issues.

A dedicated Senior Support Engineer, Technical Account Manager, Customer Success Manager and overnight priority shipping for appliance replacement are included.

Dedicated Technical Account Manager

The dedicated Technical Account Manager (TAM) is a point of contact and subject matter expert for your environment. The TAM aids upgrade and release planning, provides personalized training, supports case activity management, assists with administrative tasks, annual architectural reviews, and works as your advocate. Customers with a TAM also get access to new features pre-release.

TAM services are included with Platnimum Support, but available for add-on at any level.

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FireMon Support Services ensure smooth operation for your hybrid enterprise. See for yourself.

Other Services

Services for Optimization

Services for Optimization

Optimization Services are designed to orchestrate security configurations that reduce complexity and ensure continuous compliance as your hybrid environment changes.

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Services for Implementation

Services for Implementation

Quick Start, Enterprise, Professional or Select – each Implementation Service is designed to enable the right start for your unique FireMon deployment.

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Education Services

Education Services

Our various training offerings will provide users with the concepts and skills necessary to configure and use FireMon solutions to meet their change management, risk, compliance and operational goals with...

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