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Firebox® X Family
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Service Features |
LiveSecurity Service Silver support |
LiveSecurity Service Gold Support upgrade |
|---|---|---|
| Length of Service | 90 days or 1 year with initial purchase | 1 Year |
| LiveSecurity Broadcasts | Yes | Yes |
| Technical Support Hours | 6AM - 6PM¹ Monday - Friday |
24/7 |
| Number of Support Incidents (Online or by phone) |
Two with product purchase Five additional incidents per year with renewal. |
Unlimited |
| Initial Maximum Targeted Response Time | Four Hours | One Hour |
| Assigned to Priority Team | No | Yes |
| Interactive Support Forum | Yes | Yes |
| Software Updates | Yes | Yes |
| Online Self-Help and Training | Yes | Yes |
| Renewal Options² | One or two years | Upgrade annually |
Options |
LiveSecurity Service | LiveSecurity Service Gold |
| Three-Incident Support Package³ | Optional | Not applicable |
| One-Hour Single Incident Priority Response Upgrade³ | Optional | Not applicable |
| Single Incident After-Hours Upgrade³ | Optional | Not applicable |
| Firebox System Installation Service³ (Two-hour block) |
Optional | Optional |
| VPN Installation Service³ (Two-hour block) |
Optional | Optional |
| Advance Hardware Replacement | Included with your LiveSecurity Service Renewal | Included with your LiveSecurity Service Renewal |
* LiveSecurity Service Gold is required on all units within the enterprise.
¹ In Asia Pacific, standard support hours are Monday - Friday, 9AM - 9PM, GMT +8.
² A reinstatement fee will be assessed if there is a lapse in LiveSecurity Service coverage of more than 30 days.
³ Requires an active LiveSecurity Service subscription.
