FireEye Support Programs

In today’s business environment, protecting your organization and its data against the fast-changing landscape of next-generation threats is mission critical. Today, security-conscious enterprises and federal government agencies choose FireEye for industry-leading protection against these next-generation threats. They also need technical support so they can maximize the value of this infrastructure—and quickly get help to keep systems up and running to protect against today’s stealthy web, email and file sharing threats.

FireEye Support is available to all customers who have purchased the following FireEye products : FireEye Helix, FireEye Network Security (including NX, Cloud MVX, and SmartVision products and subscriptions), FireEye Email Security (including EX and ETP), FireEye Endpoint Security (including HX), FireEye AX, FireEye File Analytics (FX), FireEye Detection on Demand, FireEye Cloudvisory, FireEye Network Forensics (PX), and FireEye Central Management Series (“Supported Offerings”).

FireEye Support Principles

FireEye Support provides responsive, high-quality services, striving to achieve the highest level of customer satisfaction by:

• Providing timely and knowledgeable responses
• Helping protect the customer’s investment
• Meeting changing market demands for new features, products and services
• Providing information to customers to assist in decision making, for example concerning system upgrades, system configurations, etc.

For most FireEye Products, four Support programs are offered to meet the customer’s needs. In addition, spare parts are available for quick turnaround hardware replacements, and a non-returnable disk drive service allows customers to keep disk drives in the event of a drive failure.

The following provides an overview of available Support programs and services.

FireEye Support Programs

The key to our support programs is flexibility: we offer a combination to meet today’s business needs ensuring world class threat protection and mission critical coverage.

For customers who have purchased FireEye Helix, FireEye Network Security (including NX, Cloud MVX, and SmartVision products and subscriptions), FireEye Email Security (including EX and ETP), FireEye Endpoint Security (including HX), FireEye AX, FireEye File Analytics (FX), FireEye Detection on Demand, FireEye Cloudvisory, FireEye Network Forensics (PX), and FireEye Central Management Series, FireEye offers four support programs on an annual or multi-year basis, as shown below.

Customer Support Capability	Platinum	Government1	Platinum Plus	Government Plus1
Software Updates - Product Subscriptions, Maintenance Releases & Emergency Fixes
Advance Replacement - Next Business Day Ship2
Support Hours - 24x7x365
Support Portal, Community & Knowledge Base - Secure Online Access
Field Notices - Product related updates by service subscription
Cloud Service Status - Up to the minute information on service availability
Assistance via Multiple Channels - Live Chat, Web, Phone & eMail		Citizen		Citizen
Support Contacts - for Support Portal Access & Open Support Cases via Multiple Channels	15	15	unlimited	unlimited
Proactive Support - through self-help and assisted support capability3		Citizen		Citizen
Designated Support Engineer (DSE) - for Mission Critical Support				Citizen
Advanced Level 3 Engineering Support - Direct Access				Citizen
Onsite Visit - Annual Review of Service & Product Performance
Technology Advisory - on FireEye Products, New Features & Detection Efficacy
System Health Monitoring - Autogenerated Proactive Cases for specific Appliances3
Regular Reporting & Service Reviews - Monthly Reporting & Quarterly Business Review

 

Platinum Program

The Platinum Program covers hardware, software and subscription support for Supported Offerings, and includes:

• Assistance via multiple channels: Live Chat, Web, Phone and eMail Support 24x7x365 for up to 15 designated contacts
• Target Initial Response Times as detailed in table below
• Immediate escalation to Advanced Level Three Engineering Support for Severity One cases, provided case is also phoned through to align customer and FireEye resources
• Maintenance releases for security efficacy and other recommended software bug fixes, as well as new releases for general software updates and non-chargeable enhancements to assure systems contain the latest FireEye updates and stay compatible with evolving technology
• Emergency fixes, tested and verified by FireEye engineering for Severity One issues
• Return of defective products subject to the limited warranty
• Advance replacement of defective hardware, as described below
• Access to the secure FireEye Support Portal, Community and Knowledge Base, which includes:
  • A Support Portal for opening and updating support cases for your designated contacts
  • A Community to find and share solutions with FireEye users around the world
  • A Knowledge Base of known issues and articles
  • Online Documentation
  • Patch/update information
  • Field Notices
  • Cloud Service Status

 

Platinum Plus Program

The Platinum Plus Program includes all that is offered in the Platinum Program, plus:

• Direct access to Advanced Level Three Engineering Support
• An unlimited number of designated contacts for assistance via multiple channels
• A Designated Support Engineer (DSE), assigned to the client, within Advanced Level Three Engineering Support, who acts as a single point of contact within FireEye and provides support for situations including but not limited to technical issues, case status, updates on escalations to product management or engineering, and requests for information on maintenance and update releases during identified business hours
• Technology Advisory on FireEye products, new features and detection efficacy
• Annual on-site review of service and product performance and on-site technical assistance at the DSE’s discretion
• Quarterly business review (QBR) via conference call
• Monthly support statistic reporting
• System Health Monitoring enabling Proactive Support for specific FireEye appliances

 

Government Program

Offered in selected countries¹, the Government Program includes both hardware and software support. Everything in the base Platinum Program is included with the following addition:

• Level One, Two and Three Support fulfilled by citizens of the selected country. If Trellix requires Engineering Level engagement for diagnostics or code level fixes this can involve Non-US Nationals. Customer responsibility may be required to obfuscate logs or other diagnostics per their respective protocols.

 

Government Plus Program

The Government Plus Program includes all that is offered in the Government Program, plus:

• Direct access to Advanced Level Three Engineering Support who are citizens of the selected country¹
• An unlimited number of designated contacts for assistance via multiple channels
• A Designated Support Engineer (DSE) who is a citizen of the selected country¹
• Technology Advisory on FireEye products, new features and detection efficacy
• Annual on-site review of service and product performance and on-site technical assistance at the DSE’s discretion
• Quarterly business review (QBR) via conference call
• Monthly support statistic reporting
• System Health Monitoring enabling Proactive Support for specific FireEye appliances

Initial Response Times

FireEye will use commercially reasonable efforts to respond to requests for Support as detailed below:

Severity	Impact	Target Initial Response Time
One	Supported Offering rendered unavailable or unresponsive, requires constant restarting, or results in irretrievable corruption or loss of data Major application not functioning Device not scanning, or device blocking traffic Requires immediate fix	30 minutes (elapsed)
Two	Sub-component of a major application not functioning as documented Services degraded Major performance degradation	2 hours (elapsed)
Three	Minor application not functioning as documented	4 business hours
Four	General usage question General information requests Feature requests	8 business hours

Other Services and Recommendations

Proactive Support

Proactive Support is available by default for some FireEye products. Through Proactive Support, FireEye receives certain information from the customer’s FireEye product, including:

• Operational Information, including version information for the Operating System (OS), patch levels, guest images, and security contents.
• FireEye License Information for content delivery and support services.
• Appliance Health including status information about environmental variables, such as operating temperature, components such as fans and hard disk drive, along with System Activity Report (SAR) data.
• Appliance Statistics. Basic statistics about the appliances such as number of agents (for endpoint products), IOC count and number of host sets created.
• Throughput Measurements. For customers who have purchased network Products, monitoring of volume of throughput for each appliance is provided, which helps determine whether the FireEye appliance is running at optimal capacity and can also help identify detection efficacy, debugging deployment issues, and capacity planning.
• Statistics of Critical Subsystems Capacity. Monitoring of critical subsystems such as interface status, packet counts, number of flows, broken or asymmetric flows, binaries, packet loss, protocol-based stats, memory usage, and kernel level information, to help determine optimal operation.

In some cases, Proactive Support triggers a support case, enabling the Customer to review system health information and take corrective action where necessary.

Customers purchasing 1-way DTI content delivery who do not wish to receive Proactive Support must notify FireEye that they wish to decline Proactive Support, by opening a support case to make the request. If Customer does not so notify FireEye that it wishes to decline Proactive Support, FireEye will provision Proactive Support. Proactive Support will be provided for all Customers purchasing 2-way DTI content delivery.

Technology Preview/Early Access Program

FireEye may make some technology, preview features, support functionality or services, or other offerings available on an early access, preview or beta basis, either at no charge or for a fee. These features are not intended for production use, may not be fully supported, and may not be stable. Such features are provided "as is" without warranty. FireEye reserves the right to charge fees for preview or beta features if fully released.

Spare Parts

For customers in mission-critical environments, FireEye recommends the purchase of a hot or cold standby system, as well as spare disk drives and power supplies. In the event of component failure, the standby system or spare part can be swapped in while FireEye Support analyzes the original failed system or part and determines whether it can be fixed or must be replaced

A hot standby system is expected to be up and running so that it may be “hot-swapped” in the event of a production system failure. It must therefore be purchased with a support contract and subscription(s), for example, DTI. Through the FireEye RMA process, the hot standby system becomes the permanent replacement for a defective production system and thus inherits the contractual entitlements of the defective production system it replaced. The RMA replacement system will become the new hot standby system and therefore assumes the contractual entitlements of its hot standby predecessor.

A cold standby system is not sold with a support contract or subscription(s), and must not be powered on¹. In the event of a production system failure, the cold standby system is powered on and, through the FireEye RMA process, it becomes the permanent replacement for the defective production system and is thus provided with the contractual entitlements of the defective production system it replaced. The RMA replacement system will become the new cold standby and it will not have a support contract or subscription(s) entitlements.

In combination with a Platinum or Government Program, these standby systems and spares offer a comprehensive solution for mission-critical environments. Standby systems, once placed into production as described above, are replaced through the FireEye RMA process as reflected in the associated Support Program.

If converting a cold standby system into a hot standby system or a production system, a support contract and subscription(s) must be purchased for the system from point of cold standby system purchase.

Non-Returnable HDD and SSD Service

The FireEye Non-Returnable Hard Disk Drive (NRHDD) and Non-Returnable Solid State Drive (NRSSD) services are annual subscription programs for customers who cannot, or choose not to, return a defective or failed disk drive associated with certain FireEye appliances. Contact your FireEye account representative for details on the appliances supported by these programs.

No other models/platforms are covered.

The customer is responsible for disposing of the replaced disk drives in accordance with their internal data security compliance requirements and with applicable local environmental and other laws. If the NRHDD and/or NRSSD services are not exercised by the customer at the time of original purchase then the customer will indemnify, defend, release, and hold harmless FireEye from any and all claims and liabilities relating to confidential data that may be on a returned disk drive.

Service Term for NRHDD and NRSSD

The NRHDD and NRSSD services have an annual (1-year) or multi-year term and must:

• Be coterminous with the Support (and any other) service purchased for the appliance(s)
• Include the purchase of NRHDD and/or NRSSD for all appliances owned

The quantity purchased should reflect the total number of appliances owned.

The NRHDD and NRSSD services are to be purchased in conjunction with one of the FireEye Support Programs. Customers without a current FireEye Support Program cannot enroll in the NRHDD and NRSSD programs.

Advance Replacement

Prior to any return as to which Advance Replacement applies, Customer shall verify that the Product is defective by logging a Support Case, including providing the part number, serial number, quantity and reason for return, an explanation of all failure symptoms and other relevant information as requested. Upon confirmation by FireEye of a defect, Customer shall obtain from FireEye an RMA number. FireEye will ship via a recognized express courier replacement hardware to Customer no later than next business day after FireEye’s issuance of an RMA number, provided that (i) the RMA number was issued prior to the business day cutoff time local to the defective hardware, (ii) the replacement does not require any custom pre-configuration, and (iii) no external-to-FireEye circumstances prevent the delivery, including anything that would constitute a force majeure event and customs or import issues. The replacement hardware may be a new or reconditioned (of equivalent or better quality) at FireEye’s sole discretion. FireEye shall pay the shipping costs to ship the replacement hardware to Customer, but Customer shall bear any and all risk of loss of or damage to said hardware at all times after the hardware is made available by FireEye to the carrier. Customer's purchased Support Program will transfer from the defective hardware to the replacement hardware. Within five (5) business days after Customer receives the replacement hardware from FireEye, Customer shall package the defective hardware in its original packing material or equivalent, write the RMA number on the outside of the package and return said defective hardware, at FireEye’s cost provided Customer utilizes FireEye’s designated courier service and properly packages the defective hardware according to FireEye’s instructions, shipped properly insured, FOB FireEye’s designated facility (except that FireEye shall pay for shipping). Customer shall enclose with the returned hardware the applicable RMA form, and any other documentation or information requested by FireEye customer support. Customer shall assume any and all risk of loss of or damage to such hardware during shipping. Title to the defective hardware shall pass to FireEye upon FireEye’s receipt thereof. When a replacement hardware is provided and Customer fails to return the defective hardware to FireEye within ten (10) business days after Customer receives the replacement hardware from FireEye, FireEye may charge Customer, and Customer shall pay for the replacement Product at the then-current list price.

Support Terms

If the Customer purchases the Supported Offerings from FireEye through a FireEye authorized reseller (a "Reseller"), Customer will be entitled to the applicable Support described above as purchased, provided Customer: (a) is the original purchaser of the Supported Offerings, (b) has provided true, accurate, current and complete information to FireEye included with its purchase; and (c) has maintained and updated this information to keep it true, accurate, current, and complete.

Support Services will be provided according to the Support Program purchased by Customer during the term of Support (the "Support Term"), including any renewal terms. During the Support Term, FireEye will provide the following:

• Software Updates - FireEye will provide Customer notification of bug fixes, maintenance patches and new releases which may contain minor enhancements to the features or functions of the Supported Offerings (“Updates”). FireEye may designate a particular release of the Supported Offerings as an Update at its sole discretion. FireEye reserves the right to impose additional charges for releases of Supported Offerings (i) that provide major enhancements to the features or functions of the Supported Offerings, as determined by FireEye at its sole discretion; or, (ii) that provide additional features or perform additional functions not provided or performed by the Supported Offerings.
• Software Error Corrections - FireEye will use commercially reasonable efforts to correct any reproducible programming error in the software associated with the Supported Offerings attributable to FireEye, employing a level of effort commensurate with the severity of the error, provided, however, that FireEye will have no obligation to correct all errors in the Supported Offerings. Upon identification of any programming error, Customer will notify FireEye of such error in writing and will provide FireEye with enough information to locate and reproduce the error. FireEye will not be responsible for correcting any errors not attributable to FireEye. Errors attributable to FireEye will be those that are reproducible by FireEye on unmodified Supported Offerings. If it is found that a particular error is fixed in the most current Supported Offerings release, then FireEye will have no obligation to fix the error in any prior Supported Offerings release and Customer will need to upgrade to the current Supported Offering release in order to obtain the fix.

Customer Responsibilities

• Requesting Support Services - When requesting Support, Customer should have the following information available to provide to FireEye, if requested: (i) detailed problem description, including operating system (“OS”) version, Product model and serial number(s), of the affected Supported Offering, and a detailed description of the troubleshooting that has already been done to try to resolve the problem; (ii) detailed system log files; (iii) configuration and login details to allow FireEye access as needed to the Products via the Internet for the purpose of providing support services and permissions needed in order for FireEye to conduct such remote access; (iv) a detailed description of changes to the environment; and (v) Customer’s unique ID, Account ID, or other unique customer identifier as assigned to Customer by FireEye. Customer acknowledges that failure to have any or all information or access available as needed by FireEye in order to provide Support may result in delays in FireEye’s response, may hinder FireEye’s ability to perform the Support and/or may cause incorrect Support Program fulfillment. FireEye will not be responsible for any such delays and inability to perform due to causes not due to FireEye.
• Customer Assistance - Customer will: (i) ensure that their physical environment complies with any and all applicable FireEye published system environmental specifications; (ii) follow FireEye’s procedures when requesting Support; (iii) provide FireEye reasonable access to all necessary personnel to answer questions or resolve problems reported by Customer regarding the Supported Offerings; (iv) promptly implement all Updates and error corrections provided by FireEye; (v) maintain FireEye supported versions of required third party software, if any; and (v) notify FireEye promptly of any decommissioning of Products or relocation of the Products from the location to which the Products were originally shipped. Customer will use reasonable efforts to resolve internally any support questions prior to requesting Support. During the Support Term, FireEye, may obtain information regarding Customer’s use of the Supported Offerings and communications with FireEye, which information may include personal information such as email addresses, and Customer agrees that, as a condition to FireEye’s provision of Support, FireEye may use statistical data generated regarding Customer’s use of the Supported Offerings and communications with FireEye so long as the source or content of such communications and any personal data collected is not being disclosed to third parties. Providing FireEye with up-to-date location and usage information helps ensure accuracy in our provisioning of Support Services.
• Contact People - Customer will appoint the specified number of individuals (depending upon the Support Program purchased, as noted above) within Customer's organization to serve as contacts between Customer and FireEye and to receive support through FireEye's Support channels which include, live chat, web, telephone and email, alongside the FireEye Community. Customer’s contacts will have been adequately trained on the Products and will have sufficient technical expertise, training and experience. All of Customer's support inquiries will be initiated through these contacts.

Exclusions

FireEye will have no obligation or responsibility to provide any Support relating to problems arising out of or related to (i) Customer's failure to implement all Updates to the Supported Offerings which are made available to Customer; (ii) the failure to provide a suitable installation environment; (iii) any alteration, modification, enhancement or addition to the Products performed by parties other than FireEye; (iv) use of the Supported Offerings in a manner, or for a purpose, for which they were not designed; (v) accident, abuse, neglect, unauthorized repair, inadequate maintenance or misuse of the Products; or relocation of the Products (including without limitation damage caused by use of other than FireEye shipping containers), (vi) operation of the Products outside of environmental specifications; (vii) interconnection of the Supported Offerings with other products not supplied by FireEye; (viii) use of the Supported Offerings on any systems other than the specified hardware platform for such Supported Offerings; or (ix) introduction of data into any database used by the Supported Offerings by any means other than the use of the software associated with the Supported Offerings. FireEye will support all generally available ("GA") versions of the FireEye OS, for a minimum of one (1) year from GA release date, regardless of the number of supported OS GA versions. FireEye will also support the two (2) most current OS GA versions, regardless of the elapsed time from GA release date. If available, and at FireEye’s sole discretion, Support for any other OS versions or for other problems not covered above may be obtained at FireEye's then-current fees and policies for such services. FireEye’s complete end of life policy can be found here.

Data Privacy

FireEye has agreed to the European Commission’s Standard Contractual Clauses to help ensure an adequate level of data protection for the EU data that will be transferred to the US in the course of providing FireEye Offerings. To the extent a separate agreement between Customer and FireEye provides more stringent requirements as to data privacy, those more stringent requirements will control.

Lapsed Support and Upgraded Support

• Lapsed Support - After any lapse of Support, the parties subsequently may elect to reinstate Support for Supported Offerings for which the Support lapsed; provided, however, that (i) Customer agrees to pay for the period of time that has lapsed as well as any renewal Support Term, and (ii) with respect to Products, such Products must be in good working condition, as solely determined by FireEye or its designee.
• Support Program Upgrade - At any time during the Support Term, Customer may upgrade to FireEye's next level of Support by (i) notifying FireEye of Customer's desire to upgrade; (ii) acknowledging in writing the then-current terms and conditions for the relevant Support; and (iii) paying FireEye or the applicable FireEye reseller the additional Support Fees owed in connection with such upgraded Support.

Contact

For more information please contact us or call one of the following numbers:

U.S.A.: 1 877.347.3393 (877-FIREEYE)
U.K.: 0-808-178-0483 (toll-free)
Outside the U.S./U.K.: +1 408.324.9400
Or your FireEye regional office