QOS TECHNOLOGY.

Welcome Kit Document for CCSP Customers.

Guidelines and instructions for opening a support ticket.

Version 2.0

10/17/2014

Thanks for choosing QOS Technology as your CheckPoint support partner.

This document explains how one can open support case with QOS Technology and manage the same using our user friendly support website.

QOS TECHNOLOGY

Website: http://www.qos.co.in October 17, 2014 1

Contents Preface .................................................................................................................................................................................... 2

Instructions for existing customers ....................................................................................................................................... 3

Things to do before making support call. .............................................................................................................................. 5

Life Cycle of Support Call ........................................................................................................................................................ 6

How to log a support call ....................................................................................................................................................... 7

Escalations ............................................................................................................................................................................ 13

Feedback ............................................................................................................................................................................... 14

QOS TECHNOLOGY

Website: http://www.qos.co.in October 17, 2014 2

Preface Welcome to QOS Technology and thanks for choosing us as your support partner. QOS Technology is one place in India where Check Point customers can expect world class support services for all their Check Point Security products. Our engineers are highly qualified and have acquired CCSE (Check Point Certified Security Expert) certification along with multiple years of real time support experience. In this welcome kit we will explain all the things which your Firewall administrator need to know first hand in order to receive best service from QOS Technology. Please go through this document thoroughly before opening any support case. This document will explain how one can open support case with QOS Technology and manage the same using our user friendly support website. To know your SLA please open link below and click on SLA. http://www.checkpoint.com/services/techsupport/ccsp/index.html

Please note that we are migrating to a new ticket managing system. This will change the current User Interface, we request all the customer to go through this document.

QOS TECHNOLOGY

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Instructions for existing customers If you are an existing customer of QOS Technology, then your account would be

automatically migrated to the new tool. There is no need to create a new account.

However due to security reasons you will need to create a new password for your

account. Once your account in migrated to the new database you will be notified

via email. Please login once using the password provided in the email and change

the password by clicking on “My Settings”, save the password by clicking “Save

Preferences”. See the screen shots below:

QOS TECHNOLOGY

Website: http://www.qos.co.in October 17, 2014 4

QOS TECHNOLOGY

Website: http://www.qos.co.in October 17, 2014 5

Things to do before making support call.

We request our customers to follow the guidelines described here before approaching the support center of QOS Technology. Please keep following information ready when you approach support center. When using off line mode like email, please make sure you provide following details while logging support call. Please provide the following information when contacting Check Point with a technical issue. · Name of Engineer · Serial Number of Unit/Product name · Device Model (IP Appliance,IAS,Power-1 etc) · Operating System on Firewall device (IPSO,SPLAT,Windows etc) · Check Point Version with HFA · Technical issue Description · Generate CPinfo output on Management server. · Network Diagram · The Process Status list from the "STATUS/Processes" menu option; · Is failure hard or intermittent? · Have any changes have been made to units or network recently?

QOS TECHNOLOGY

Website: http://www.qos.co.in October 17, 2014 6

Life Cycle of Support Call Please find an easy to understand flow chart which will take you through to all the stages of a typical support call. At QOS Technology we understand our customers need and thus offer following different ways through which our customers can reach us for technical assistance. 1. Web Portal (Preferred Method) 2. Phone call 3. Email

QOS TECHNOLOGY

Website: http://www.qos.co.in October 17, 2014 7

How to log a support call There are 3 different ways through which a customer can reach our technical staff and open service request.

Web Portal. [http://support.qos.co.in] This is the preferred method for creating service request. Please follow the screen shots below to understand various sections of our web portal.

1. Open Web Browser and type http://support.qos.co.in On home page click on register (see screen shot below).

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Website: http://www.qos.co.in October 17, 2014 8

Please use your email address to register

Our system will send an email confirmation to your email address mentioned in step 2. Check your email and click the link provided in the mail to activate your account.

QOS TECHNOLOGY

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Link would direct you to following page. Please create a password.

Once you have successfully created the account, you would be directed to the following page:

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Website: http://www.qos.co.in October 17, 2014 10

Please Note that registration is one time activity. If you have once successfully registered your email, you can login to the support page by clicking on “login” from the home page.

Once directed to the following page click on New Ticket to submit a ticket.

Fill in the necessary details and click on create ticket. You can also attach screen shots of any files which will help our support staff to better understand the problem

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On next screen will show that your ticket has been successfully submitted and it will also display the ticket ID number. Please use this ticket ID for any correspondence with QOS Technology while following up with pending issue.

You would also receive the details of the ticket in an email once the ticket is created:

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Updating the ticket: Click on “Add response” to edit a ticket:

Or you can send email to support@qos.co.in with ticket number mentioned in the subject to update the case.

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Phone. [+91-80-65683959/65702667] Please call our support phone numbers to reach our technical staff and our staff will then help you in creating a new service request or provide you the latest update on your technical case.

Email. [ support@qos.co.in ] Our customers can send email to QOS Technology’s support staff and get their service request opened. Please make sure you provide all the necessary details, as explained in section “Things to know before making support call”, before sending any email. This will help us expedite the process and work on the technical issue at the earliest. To make use of this facility customer first need to register on the web portal (http://support.qos.co.in). Once the registration is successful. Customer can send support request to support@qos.co.in mail address. [Note: Registration is one time activity].

Escalations There are times when for some reason or the other your support calls remain open for longer time than you expect. Here is the list of people whom you should escalate the matter when our support staff is not able to meet SLA deadlines. 1 s t Level Escalation: Name Varun Kumar Designation Project Manager Email ID Varun@qos.co.in Contact Number +91-9958091959 2 nd Level Escalation: Name Ashok Sharma Designation Head - Technology Email ID ashok@qos.co.in Contact Number +91-99000-50205

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Website: http://www.qos.co.in October 17, 2014 14

Feedback We value your business and would like to know whether we are able to meet your expectations or not. Your feedback is very important to us. All support calls logged at QOS Technology are integrated with our feedback mechanism. At the end of each successful call designated person will receive feedback mail from our system. We would appreciate if you take time to rate our services. .