RIS Terms of Service & FAQs: SMA 1000 Series

11/08/2024 0 People found this article helpful 43,570 Views

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Description

The Remote Implementation Service for a SonicWall Secure Mobile Access (SMA) 1000 Series Appliance is a deployment service (“Activity”) that deploys and integrates the SonicWall Secure Mobile Access (SMA) 1000 Series physical or virtual Appliance into a customer environment. This Activity is typically implemented within 20 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 SMA?

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:

Pre-Deployment Steps

• Review existing network topology and configuration
• Create a valid design based on customer requirements
• Create network diagram based on proposed topology

Configuration

• Register unit and upgrade firmware
• Administrative Controls
• Cross Domain Single Sign-On (SSO)
• ActiveSync Authentication
• Secure HTTPS proxy access on the internal network
• Microsoft Outlook Web Access
• Windows SharePoint Services
• Lotus Domino Web Access
• Citrix Portal
• Two-Factor Authentication
• DNS
• Network Routes
• One Time Password for 5 devices
• End Point Control
• Domain Integration
• Network Interfaces
• System Time
• Network Objects
• Portal Settings (up to two)
• Custom Portal Logo
• URL-Based Aliasing Server Settings
• Remote Desktop Web Access Server Settings
• Security Settings
• Identity providers authentication method
• Services to be configured for each Services Objective
  • 1. Realm configured
  • 2. Communities configured
    • Employees
    • Partners
  • 3. Access Methods configured per Community
    • OnDemand
    • Web Proxy Agent
    • Translated Web
  • 4. Zones configured per Access Method
    • Trusted
    • Untrusted
    • Quarantined

Installation

• Work with customer over the phone to complete the physical or virtual installation
• Assist with client software on up to three (3) supported devices
• Configure the SMA 1000 Series Physical or Virtual Appliance
• Verify SSL-VPN remote connectivity is functioning properly
• Verify functionality of all configured features
• Configurations will be completed during normal business hours 0800 – 1700 hours Monday – Friday Local Standard Time
• Service Cutover may be after hours from 1700 – 1800 hours Monday – Friday Local Standard Time

How long will the network be down?

Downtime is typically as long as it takes you to move cables from the old device to the new one. If followed, our RIS process and procedures have allowed us to maintain a 99.9% success rate for remote implementations. We take the time to make sure everything is configured properly beforehand to minimize downtime. Most customers are down for less than 60 seconds.

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?

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:

• Troubleshooting client installation issues for SSL-VPN/ NetExtender/Mobile Connect 
• Configuring any Appliance in the SMA 100 series or SRA EX Series 
• Creation of additional portals 
• Deploying a Distributed (Cluster) configuration 
• Training/Consulting Services

Scope of Work Prerequisites and Terms

• The customer must ensure that the existing infrastructure, hardware and (if applicable) virtualized 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 
• When deploying the Virtual Appliance, the Customer is responsible for installing the virtual machine on their servers prior to the service engagement 
• Customer must provide SSL certificates to be used for the SSL connection.
  • Note: A Commercial Certificate Authority (CA) is recommended or a self-signed certificate can be used. The customer is required to deploy the Root CA to each client prior to deployment, if the customer does not want the end user to accept a self-signed certificate each time they connect.
• Customer will provide the group information required for Role-based Administration.
• Access Control lists will be provided by the customer prior to engagement of an authorized SonicWall provider. 
• End Point Control Zones and Profiles for global, group, or user must be outlined prior to engagement of a SonicWall authorized provider. 
• Network Interface IP addresses need to be assigned prior to engagement of an authorized SonicWall provider. 
• Network Objects must be outlined prior to engagement of an authorized SonicWall provider. The outline may be based on either a pre-existing Client Access VPN solution or a newly developed security policy. 
• Workplace requires a browser that supports JavaScript and SSL
• One Time Passwords requires SMS-capable phones. SMS-capable phones may have additional service provider fees that are not part of this SOW. 
• Supported Authentication methods
  • LDAP with username/password or certificate
  • Dell Defender
  • SAML CA SiteMinder 
  • RADIUS Phone
  • Factor with username/password or token- based authentication such as SecurID or SoftID 
  • Microsoft Active Directory with username/password, configured with either a single root domain, or one or more subordinate (child) domains 
  • Public Key Infrastructure (PKI) with digital certificate SonicWall SMA Connect Tunnel 12.0
  • RSA Authentication Manager server authentication using token-based user credentials
  • RSA ClearTrust with credentials
  • Local users with username/password up to 5 accounts  

Other Terms

• The customer is responsible for determining how certificates are signed and who the certificates are signed by. 
• Customer will provide the group information required for Role-based Administration.
• Access Control lists will be provided by the customer prior to engagement of an authorized SonicWall provider. The list can be either provided by a pre-existing Client Access VPN solution or a newly developed security policy. 
• End Point Control Zones and Profiles for global, group, or user must be outlined prior to engagement of a SonicWall authorized provider. The outline can come from either a preexisting Client Access VPN solution or a newly developed security policy. 
• Network Interface IP’s need to be assigned prior to engagement of an authorized SonicWall provider. 
• 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 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. 
• 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. 

SonicWall Partner Enabled Service Version: SonicWall Remote Implementation Service – SMA 1000 Series

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Categories

• Managed Security Services > Firewall Monitoring and Management > Remote Implementation Service