RIS Terms of Service & FAQs: NSM On-Prem

11/08/2024 0 People found this article helpful 43,855 Views

Description

The Remote Implementation Service for a SonicWall Global Management System (NSM) or Analytics is a deployment service (“Activity”) that deploys and integrates the SonicWall Global Management System (NSM) or Analytics into a customer environment. This Activity is typically implemented within 15 business days after the SonicWall Advanced Services Partner receives the completed implementation planning document(s). The Activities will be limited to those stated herein.

What is RIS for SonicWall NSM?

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.

What is Included?

The planned Activities include the following:

Configuration

Register unit and upgrade firmware (for a Virtual Appliance implementation, the customer is responsible for deploying the appropriate Virtual Machine)
Will provide configuration for an All-in-one or Distributed configuration (Distributed configuration requires multiple NSM servers) Installation
Configure NSM appliance with appropriate role and network configuration for access, reporting, and management of supported SonicWall devices
Assist with any necessary Network Address Translation (NAT) policies and Access Rules for management and reporting
Provide LDAP integration (if applicable) for management access
Add 5 SonicWall appliances to the NSM Management Console
Review process for adding additional appliances
Configure Daily/Weekly/Monthly Reports (up to 5 reports) − Provide basic training on generating reports − Provide Customer with Reporting features overview
Ensure reporting data is being received by NSM or Analytics
Configurations will be completed during normal business hours 0800 – 1700 Monday – Friday Local Standard Time
Configurations will be completed remotely via web/desktop sharing sessions

How long will the network be down?

There is no downtime associated with NSM On-Prem deployments.

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, we strive to have most remote implementations completed in about 10 business days after we receive 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).

Is there anything NOT included?

Adding additional units
Troubleshooting database issues
Training/Consulting Services
Configuring Customer LDAP system
Deploying a Distributed Server Configuration

Scope of Work Prerequisites and Terms

The customer must ensure that the existing infrastructure, hardware and (if applicable) fertilized configuration is enough to support the environment
The customer must commit a technical resource on a full-time basis to provide SonicWall or the partner with the assistance required
All activities will be performed remotely utilizing Zoom phone and web conferencing
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 Datasheet 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 Partner Enabled Service Version: SonicWall Remote Implementation Service – Global Management System or Analytics

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RIS Terms of Service & FAQs: NSM On-Prem

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