SonicWALL Monitoring & Management

Monitoring Only

Description

This service provides a status-only monitoring solution using the Dell SonicWALL Global Management System (GMS).

 

Onboarding

  • Work with technical resource to add unit to Hosted GMS infrastructure.

    • ​You will be contacted by phone and email within (2) business days of placing your order to coordinate adding the SonicWALL(s) to Hosted GMS

 

Offering

Monitoring

  • 24x7 access to Centralized  Management and Monitoring  via web portal

  • Event Notifications

  1. Up/Down Status on 3 missed heartbeats (heartbeat = 60 seconds)

  2. WAN connection status

  3. Hardware Failover

  4. Local firewall change

  • Off-site firewall configuration backups every 7 days, 5 versions maintained

 

This service is a monitoring and alerting solution. It does not include initial device setup and configuration. Remote configuration for new installations and certification of existing firewalls are available for an additional fee, or as part of the Fully Managed offering.

Monitoring & Reporting

Description

This service provides a monitoring and reporting solution using the Dell SonicWALL Global Management System (GMS).

 

Onboarding

  • Work with technical resource to add unit to Hosted GMS infrastructure.

    • ​You will be contacted by phone and email within (2) business days of placing your order to coordinate adding the SonicWALL(s) to Hosted GMS

  • Review reporting menu and assist in making report selections

  • Set up report branding and automated report delivery

 

Offering

Monitoring

  • 24x7 access to Centralized  Management and Monitoring  via web portal

  • Event Notifications

  1. Up/Down Status on 3 missed heartbeats (heartbeat = 60 seconds)

  2. WAN connection status

  3. Hardware Failover

  4. Local firewall change

  • Off-site firewall configuration backups every 7 days, 5 versions maintained

 

Reporting

  • Reporting Menu Choices:

  1. Daily Reports

    1. Website and App Usage

    2. Bandwidth Utilization

    3. Daily Report examples

    4. Daily reports generated at 07:00 PST, time of receipt will vary

  2. Weekly Firewall Reporting

    1. Comprehensive report including attack summary

    2. Weekly reports generated Mondays at 07:00 PST, time of receipt will vary

  3. Monthly Firewall Reporting

    1. Comprehensive report including attack summary

    2. Monthly  reports generated on the first Monday of the month at 07:00 PST, time of receipt will vary

  • Report  content and interval can be customized to your specific needs

  • Reports can be customized to be branded with your organization’s logo

  • Samples of each report are available upon request

This service is a monitoring and alerting solution. It does not include initial device setup and configuration. Remote configuration for new installations and certification of existing firewalls are available for an additional fee, or as part of the Fully Managed offering.

Fully Managed

Description

This service provides a fully managed configuration, monitoring, reporting, and support security solution using the Dell SonicWALL Global Management System (GMS).

 

Onboarding

  • Work with technical resource to add unit to Hosted GMS infrastructure.

    • ​You will be contacted by phone and email within (2) business days of placing your order to coordinate adding the SonicWALL(s) to Hosted GMS

  • Review reporting menu and assist in making report selections

  • Set up report branding and automated report delivery

 

Offering

Monitoring

  • 24x7 access to Centralized  Management and Monitoring  via web portal

  • Event Notifications

  1. Up/Down Status on 3 missed heartbeats (heartbeat = 60 seconds)

  2. WAN connection status

  3. Hardware Failover

  4. Local firewall change

  • Off-site firewall configuration backups every 7 days, 5 versions maintained

 

Reporting

  • Reporting Menu Choices:

  1. Daily Reports

    1. Website and App Usage

    2. Bandwidth Utilization

    3. Daily Report examples

    4. Daily reports generated at 07:00 PST, time of receipt will vary

  2. Weekly Firewall Reporting

    1. Comprehensive report including attack summary

    2. Weekly reports generated Mondays at 07:00 PST, time of receipt will vary

  3. Monthly Firewall Reporting

    1. Comprehensive report including attack summary

    2. Monthly  reports generated on the first Monday of the month at 07:00 PST, time of receipt will vary

  • Report  content and interval can be customized to your specific needs

  • Reports can be customized to be branded with your organization’s logo

  • Samples of each report are available upon request

Initial Device Configuration

  • Total turnkey firewall remote deployment

  • Our engineering team will:

    1. Create network diagram based on proposed topology

    2. Register unit and load latest general release firmware

    3. Coordinate with designated technical resource to gather configuration parameters

    4. Pre-configure the unit remotely

    5. Work with customer over the phone as necessary to complete the physical installation

    6. Verify/ test all features

      • Verify NAT and Firewall rules are working as expected

      • Verify Site-to-Site VPN(s) are passing data

      • Verify Global Client VPN and/or SSL-VPN users are able to connect

      • WAN Failover testing

      • Content Filtering Service testing

      • Application Visualization testing

  • If device is already in place on end-customer’s network, a complete device audit will be performed

    • Results and any remediation recommendations will be provided

 

Comprehensive Technical Support

  • Unlimited 24x7 technical support

  • Live customer service representative during business hours

    1. Call us at 805-658-0800

    2. Send an email to Support@teamnrg.com with a description of your issue.

    3. Visit our website: www.teamnrg.com

      1. Select “Support”

      2. Fill out the required information

      3. Select "Submit Trouble Ticket"

    4. 60-minute SLA for first engineer response

    5. Business Hours: 07:30 AM – 05:00 PM PST

  • To open a Support ticket after our normal business hours:

    1. Call 805-658-0800

      1. Select Option# 1

    2. Please supply the following information:

      1. Company Name

      2. Contact information

      3. Description of your issue  

    3. 60-minute SLA for first engineer response

 

Warranty Exchange Assistance

  • In the event of hardware failure, our team will assist in the SonicWALL warranty exchange process

  • Assistance in imaging the replacement hardware with an appliance configuration backup from GMS

 

 

Certain advanced configurations are not included in the Fully Managed technical support offering. You can view a list of additional services here.

© 2019 Western NRG, Inc.

Camarillo, CA, U.S.A.

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