Fully Managed

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Description

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

 

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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

 

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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

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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.