Endian Maintenance

www.endian.com

Endian Maintenance

Maintenance Packages
Endian offers a comprehensive range of highly qualified support services, a must for every security solution. You can get support either directly from Endian or through one of our worldwide partners, depending on the maintenance package of your choice: Basic Maintenance is the most affordable solution designed for Endian Software Appliances only. It includes support for critical and highpriority incidents and is suited for non-critical network environments. Standard Maintenance is suited for organizations requiring support that covers all the severity levels. First-level support is handled by an Endian partner or reseller and any additional support can be obtained on-line or via e-mail. Advanced Maintenance is designed for organizations that require a higher level of support. This package includes phone support, remote live assistance from an Endian engineer and extended hardware warranty with instant hardware replacement. Premium Maintenance is designed for organizations with mission-critical networks requiring the highest level of support. In addition to the features of the advanced maintenance package, it offers direct access to the Endian support team with highest priority. Basic Maintenance Yes Yes Yes Yes Yes Yes 2 business days 3 business days Yes Yes Yes Yes Yes Standard Maintenance Yes Yes Yes Yes Yes Yes 1 business day 1 business day 2 business days 3 business days Yes Yes Yes Yes Yes Advanced Maintenance Yes Yes Yes Yes Yes Yes 4 business Hours 4 business Hours 1 business day 2 business days Yes Yes Yes Yes Yes Yes Yes Yes Yes Premium Maintenance Yes Yes Yes Yes Yes Yes TBD* TBD* TBD* TBD* Yes TBD* Yes Yes Yes Yes Yes Yes Yes Yes Yes

Comparison of Endian Maintenance Packages Updates Security updates Minor and Major version upgrades (feature improvements) Antivirus signatures Content filter URL blacklist Endian Network Centralized updates and upgrades Centralized system access and management Response Times Severity Critical Severity High Severity Medium Severity Low Support Options Coverage 8x5 (Mo-Fr 9:00 Am to 5:00 PM) Coverage 24x7 Unlimited Support Tickets Knowledge Base Online Manuals E-mail/Web Phone Remote live assistance Hardware warranty extension Instant Hardware replacement Direct 1st level support by Endian Endian Support Severity Level Definitions Severity Critical High Medium Low Appliance Status Down Up Up Up Business Impact Severe Significant Minor Little/None

Description Customer's Endian Firewall is down or experiencing a consistent measurable performance impact Customer's Endian Firewall is experiencing intermittent failure or degradation of performance Issues that do not affect normal Endian Firewall operation, workaround available Questions, Information, Documentation, How-to requests

* To Be Discussed with Endian, can be customized based on customer requirements.

Endian Maintenance

The Endian Maintenance Advantage

Endian Network

Whats Included with Endian Maintenance?

The Endian Network is a centralized portal to monitor and manage all of your Endian Firewall devices. If one of your Endian Firewall devices has hardware or software service issues, Endian Network will alert you so you can react fast and mitigate issues before they cause significant problems. A great tool for Endian resellers as well since it also allows you to completely manage user administration and determine Endian Network access you (as a reseller) provide to your customers.

Endian Updates
Keep your Endian Firewall devices as up-to-date as possible to keep your networks and users protected from modern day threats. This includes all Endian Firewall security services like antivirus, intrusion detection signatures, and URL blacklists (content filtering). Just as importantly, Endian maintenance includes all security updates to every Endian application so that you can keep the devices protecting your network safe from security vulnerabilities.

Endian Upgrades
Why is Endian Firewall the best open source UTM on the market? Its simple, were always looking to make our product better and enhance the functionality of our software whether its through our own development or utilizing the power of the Endian (and open source) community! With Endian Maintenance, you get each and every upgrade and improvement we make to our product and Endian Network makes the deployment to your device(s) as simple as point-and-click.

Endian Support
Endian Support is comprised of the best and brightest Endian support engineers who are devoted to supporting the rapidly growing number of Endian Firewalls all over the world. We offer a broad range of support options that range from a basic support package to our premium support services that include direct phone service as well as remote live assistance from an Endian support engineer.

Endian Maintenance

Frequently Asked Questions (FAQs)

Why should I pay for Endian (and Endian Maintenance) when I can just use the Community Version for free?
While the Endian Community version of our product is a great solution for home users and small businesses, there is a significant (and necessary) demand for the type of services and functionality we only offer in the commercial version of our product. Security updates, feature upgrades, and access to Endian support can be critical to an organizations ability to support and manage their network and end-users. Not to mention you get some of our great applications built exclusively for the Endian platform that we dont include in our Community Version like: Endian Hotspot VLAN (802.1Q) Support WAN Failover for USB Broadband Modems Advanced Policy Routing (MAC, Interface, Protocol, or Port) Endian Network High Availability (Active/Standby) Advanced Web Security (Group-based and time-based access control) Live Log Viewer (AJAX)

What happens if I choose not to renew my Endian Maintenance?

Endian Hardware Appliance:
With the Endian Hardware appliance you are required to purchase at least one year of maintenance. After the first year, maintenance is optional and at the customers discretion. Should you decide not to continue your Endian Maintenance, your device will remain fully functional; however, you will lose access to Endian updates/upgrades, hardware warranty, and all new Endian Firewall feature sets.

Endian Software Appliance:

With the Endian Software appliance you are required to purchase at least one year of maintenance. Should you decide not to renew your maintenance, your software will remain fully functional; however, you will also lose access to Endian updates/upgrades and all new Endian Firewall feature sets.

Can I purchase the Enterprise Version without maintenance?

No. You must purchase at least one year of maintenance for either the Endian Hardware of Software appliance. Whether you choose to use Endian Maintenance after that will be determined by how happy you are with our product and those services you receive so its always in our best interest to make our support services the best!