RIS Terms of Service & FAQs: NSM Cloud

11/08/2024 0 People found this article helpful 44,419 Views

Description

The Remote Implementation Service for SonicWall Cloud Services is a deployment service (“Activity”) that deploys and integrates one of SonicWall’s Cloud-based solutions. This activity will be associated with SonicWall Network Security Manager (NSM) formerly known as Capture Security Center (CSC). This Activity is typically implemented within 5-10 business days after the SonicWall Advanced Services Partner receives the completed implementation planning document(s). The Activities will be limited to those stated herein.

Service FAQs

What are Cloud Services RIS?

SonicWall Remote Implementation Services are delivered by SonicWall’s Advanced Services partners who have completed extensive training, certification and have demonstrated expertise in all aspects and products of SonicWall’s solution platform. Upon the completion of purchase and processing, the Advanced Services partner will begin the coordination of the Remote Implementation Service within five (5) business days. Upon completion of the Remote Implementation Service, the Advanced Services partner will continue to support the configuration for thirty (30) calendar days.

How long does the entire process take?

While we will not know exact time frames until we have more specific information about the configuration and environment, this Activity is typically implemented within 5-10 business days after the SonicWall Advanced Services Partner receives the completed implementation planning document(s).

This is of course subject to change based on complexity of customer’s environment/ configuration.

Are same-day or after hours installs supported?

Same-day configurations and implementations are not supported due to the ongoing support and other scheduled appointments of our customers. After hours appointments are done on a case-by-case basis and largely depend on the engineer’s schedule. Under NO circumstances will MSS do a Sunday install.

Does MSS provide support after the implementation?

Yes! We provide 30-days of post-implementation support. During this time, all support by MSS is included at no charge. Support is provided during MSS’s normal business hours (Monday - Friday, 8:00am - 5:00pm EST).

What is Included for CAS?

The planned Activities include the following and are limited to one solution per SKU:

Pre-Deployment Steps

Review existing network topology and configuration
Review solution intended use and compliance requirements
Review customer’s SonicWall cloud solution availability

Configuration

(This configuration does not provide configuration of individual devices)

Configure up to 3 SonicWall appliances for Zero Touch acquisition or cloud management of preexisting devices
Configure management, reporting and analytics interface if applicable

Implementation

Acquire up to 3 SonicWall appliances and ensure proper management and configuration via SonicWall Cloud Portal
Configure Daily/Weekly/Monthly Reports (up to 5 reports) − Provide basic training on generating reports
- Provide Customer with Reporting features overview

Is there anything NOT included?

Yes! While we will do our best to go above and beyond to help with everything that we possibly can, there are a few things that are not included in the standard RIS to allow our engineers to complete your implementation in the allotted time. We offer configuration/assistance with the below out of scope items on hourly or project cost basis:

DPI-SSL Client Implementation
Uninstallation of existing Anti-Virus software
Wireless site survey or performance tuning
Detailed SonicWall appliance configuration
Configuration of new business or enterprise level cloud subscriptions
Training/Consulting Services
Provide configuration after hours

Scope of Work Prerequisites and Terms

Prerequisites

The customer must commit a technical resource on a full-time basis to provide SonicWall or the partner with the assistance required
Customer must be aware of all business-critical applications needed to be tested in the Capture Client deployment process
Customer is required to have a healthy Active Directory or other Endpoint Management Platform and will make all deployment configurations.
Customer must provide access to business or enterprise level cloud subscriptions available for Cloud Application Security
Administrator account access must be available for all business or enterprise level cloud subscriptions

Installation for Each Solution

Work with customer over the phone to complete the solution configuration
Verify solution features are working correctly
Verify Business Critical Applications are working correctly
After testing is complete, provide customer with a backup of all settings
Configurations will be completed during normal business hours 0800 – 1700 hours Monday – Friday Local Standard Time
Service enablement should be during business hours to provide real time feedback on Critical Business Applications functionality Post-Implementation for each solution
30 days of post-implementation support is included should the customer need technical support for the specific implementation (the installation and configuration of the product only).
The customer should contact SonicWall Support for product-related issues.
Additional implementation support or management services (beyond 30 days) may be available for purchase (additional fees may apply).

Other Terms

All activities will be performed remotely utilizing the phone and web conferencing
It is the customer’s responsibility to ensure it has the appropriate agreements with the provider of the Activities.
The provision of the Activities does not include the development of any intellectual property. All right, title and interest arising from the performance of Activities shall vest in SonicWall.
SonicWall and/or the provider of the Activities may require execution of additional documentation before performance of the Activities begin. This additional documentation may include (without limitation) dates for the work to begin. If the provider of the Activities can accommodate a change in schedule related to the Activities, the provider may require a two (2) week lead time (or more) before Activities can be performed.
If a customer makes any changes during or after the Activities begin, additional charges and/or schedule changes may apply.
Only configured features publicly posted by SonicWall in the Datasheets may be configured.
Not all Activities may need to be configured.
The information provided herein is a general description of Activities. Any services delivered that are not explicitly outlined herein are not a part of this offer.
The duration for the provision of Activities may vary based on many factors including, but not limited to, the complexity of the customer’s environment.
SonicWall is not responsible for ensuring Customer’s compliance with data privacy, security and PCI requirements.
Customer agrees that additional fees may be due and payable if Customer makes any such changes or otherwise fails to meet the prerequisites set forth herein.
Only authorized SonicWall providers may provide the Activities described by this offer

SonicWall Partner Enabled Service Version: SonicWall Remote Implementation Service – Cloud Services

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