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Endian Maintenance

Endian Maintenance

Maintenance Packages

Comparison of Endian Maintenance Packages Basic Maintenance

Standard Maintenance

Advanced Maintenance

Premium Maintenance

Updates

Security updates Yes Yes Yes YesMinor and Major version upgrades (feature improvements) Yes Yes Yes YesAntivirus signatures Yes Yes Yes YesContent filter URL blacklist Yes Yes Yes YesEndian NetworkCentralized updates and upgrades Yes Yes Yes YesCentralized system access and management Yes Yes Yes YesResponse TimesSeverity Critical 2 business days 1 business day 4 business Hours TBD*Severity High 3 business days 1 business day 4 business Hours TBD*Severity Medium - 2 business days 1 business day TBD*Severity Low - 3 business days 2 business days TBD*Support OptionsCoverage 8x5 (Mo-Fr 9:00 Am to 5:00 PM) Yes Yes Yes YesCoverage 24x7 - - - TBD*Unlimited Support Tickets Yes Yes Yes YesKnowledge Base Yes Yes Yes YesOnline Manuals Yes Yes Yes YesE-mail/Web Yes Yes Yes YesPhone - - Yes YesRemote live assistance - - Yes YesHardware warranty extension - - Yes YesInstant Hardware replacement - - Yes YesDirect 1st level support by Endian - - - Yes

Endian Support Severity Level Definitions

Severity Appliance Status Business Impact Description

Critical Down Severe Customer's Endian Firewall is down or experiencing a consistent mea-surable performance impact

High Up Significant Customer's Endian Firewall is experiencing intermittent failure or degra-dation of performance

Medium Up Minor Issues that do not affect normal Endian Firewall operation, workaround available

Low Up Little/None Questions, Information, Documentation, How-to requests

* To Be Discussed with Endian, can be customized based on customer requirements.

Endian offers a comprehensive range of highly qualified support services, a must for every security solution. You can get support either directly from Endian or through one of our worldwide partners, depending on the maintenance package of your choice:

Basic Maintenance is the most affordable solution designed for Endian Software Appliances only. It includes support for critical and high-priority incidents and is suited for non-critical network environments.

Standard Maintenance is suited for organizations requiring support that covers all the severity levels. First-level support is handled by an Endian partner or reseller and any additional support can be obtained on-line or via e-mail.

Advanced Maintenance is designed for organizations that require a higher level of support. This package includes phone support, remote live assistance from an Endian engineer and extended hardware warranty with instant hardware replacement.

Premium Maintenance is designed for organizations with mission-critical networks requiring the highest level of support. In addition to the features of the advanced maintenance package, it offers direct access to the Endian support team with highest priority.

Endian Maintenance

Endian NetworkThe Endian Network is a centralized portal to monitor and manage all of your Endian Firewall de-vices. If one of your Endian Firewall devices has hardware or software service issues, Endian Net-work will alert you so you can react fast and mitigate issues before they cause significant problems. A great tool for Endian resellers as well since it also allows you to completely manage user admini-stration and determine Endian Network access you (as a reseller) provide to your customers.

Endian UpdatesKeep your Endian Firewall devices as up-to-date as possible to keep your networks and users pro-tected from modern day threats. This includes all Endian Firewall security services like antivirus, intrusion detection signatures, and URL blacklists (content filtering). Just as importantly, Endian main-tenance includes all security updates to every Endian application so that you can keep the devices protecting your network safe from security vulnerabilities.

Endian UpgradesWhy is Endian Firewall the best open source UTM on the market? It’s simple, we’re always looking to make our product better and enhance the functionality of our software whether it’s through our own development or utilizing the power of the Endian (and open source) community! With Endian Maintenance, you get each and every upgrade and improvement we make to our product and Endian Network makes the deployment to your device(s) as simple as point-and-click.

Endian SupportEndian Support is comprised of the best and brightest Endian support engineers who are devoted to supporting the rapidly growing number of Endian Firewalls all over the world. We offer a broad range of support options that range from a basic support package to our premium support services that include direct phone service as well as remote live assistance from an Endian support engineer.

The Endian Maintenance Advantage What’s Included with Endian Maintenance?

Endian Maintenance

Frequently Asked Questions (FAQ’s)

Why should I pay for Endian (and Endian Maintenance) when I can just use the Community Version for free?

While the Endian Community version of our product is a great solution for home users and small businesses, there is a significant (and necessary) demand for the type of services and functionality we only offer in the commercial version of our product. Security updates, feature upgrades, and access to Endian support can be critical to an organization’s ability to support and manage their network and end-users. Not to mention you get some of our great applications built exclusively for the Endian platform that we don’t include in our Community Version like:

Endian Hotspot Endian Network

VLAN (802.1Q) Support High Availability (Active/Standby)

WAN Failover for USB Broadband Modems Advanced Web Security (Group-based and time-based access control)

Advanced Policy Routing (MAC, Interface, Protocol, or Port) Live Log Viewer (AJAX)

What happens if I choose not to renew my Endian Maintenance?Endian Hardware Appliance:

With the Endian Hardware appliance you are required to purchase at least one year of maintenance. After the first year, maintenance is optional and at the customer’s discretion. Should you decide not to continue your Endian Maintenance, your device will remain fully functional; however, you will lose access to Endian updates/upgrades, hardware warranty, and all new Endian Firewall feature sets.

Endian Software Appliance:

With the Endian Software appliance you are required to purchase at least one year of maintenance. Should you decide not to renew your maintenance, your software will remain fully functional; however, you will also lose access to Endian updates/upgrades and all new Endian Firewall feature sets.

Can I purchase the Enterprise Version without maintenance?No. You must purchase at least one year of maintenance for either the Endian Hardware of Software appliance. Whether you choose to use Endian Maintenance after that will be determined by how happy you are with our product and those services you receive so it’s always in our best interest to make our support services the best!