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 provides responsive, high-quality services, striving to achieve the highest level of customer satisfaction by:
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.
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 |
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Software Updates | ||||
Advance Replacement | ||||
Support Hours | ||||
Support Portal, Community & Knowledge Base | ||||
Field Notices | ||||
Cloud Service Status | ||||
Assistance via Multiple Channels | |
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Support Contacts | ||||
Proactive Support | |
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Designated Support Engineer (DSE) | |
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Advanced Level 3 Engineering Support | |
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Onsite Visit | ||||
Technology Advisory | ||||
System Health Monitoring | ||||
Regular Reporting & Service Reviews |
1.Available in select countries; contact your FireEye account representative for details.
2.Provided RMA is issued prior to local business day cutoff time and no external-to-FireEye circumstances prevent delivery.
3.Available for select FireEye Products. Customers who purchase 1-way DTI Content Delivery may opt-out of Proactive Support by notifying FireEye Customer Support.
The Platinum Program covers hardware, software and subscription support for Supported Offerings, and includes:
The Platinum Plus Program includes all that is offered in the Platinum Program, plus:
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:
1.Available in select countries; contact your FireEye account representative for details.
The Government Plus Program includes all that is offered in the Government Program, plus:
1.Available in select countries; contact your FireEye account representative for details.
FireEye will use commercially reasonable efforts to respond to requests for Support as detailed below:
Severity | Impact | Target Initial Response Time |
---|---|---|
One |
|
30 minutes (elapsed) |
Two |
|
2 hours (elapsed) |
Three |
|
4 business hours |
Four |
|
8 business hours |
Proactive Support is available by default for some FireEye products. Through Proactive Support, FireEye receives certain information from the customer’s FireEye product, including:
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.
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.
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.
1.A cold standby system may be powered on and temporarily licensed once a quarter for the sole purpose of upgrading the system software.
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.
The NRHDD and NRSSD services have an annual (1-year) or multi-year term and must:
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.
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.
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:
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.
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.
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