Other Services and Recommendations
Proactive Support is available by default for some FireEye products.
Through Proactive Support, FireEye receives certain information from
the customer’s FireEye product, including:
Operational Information, including version information for
the Operating System (OS), patch levels, guest images, and security
FireEye License Information for content delivery and support
Appliance Health including status information about
environmental variables, such as operating temperature, components
such as fans and hard disk drive, along with System Activity Report
Appliance Statistics. Basic statistics about the appliances
such as number of agents (for endpoint products), IOC count and
number of host sets created.
Throughput Measurements. For customers who have purchased
network Products, monitoring of volume of throughput for each
appliance is provided, which helps determine whether the FireEye
appliance is running at optimal capacity and can also help identify
detection efficacy, debugging deployment issues, and capacity
Statistics of Critical Subsystems Capacity. Monitoring of
critical subsystems such as interface status, packet counts, number
of flows, broken or asymmetric flows, binaries, packet loss,
protocol-based stats, memory usage, and kernel level information, to
help determine optimal operation.
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. Proactive Support is not applicable for Mandiant
Threat Intelligence Offerings, Security Validation Products, or
Technology Preview/Early Access Program
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
Non-Returnable HDD and SSD Service
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
Service Term for NRHDD and NRSSD
The NRHDD and NRSSD services have an annual (1-year) or multi-year
term and must:
- Be coterminous with the Support (and any other) service
purchased for the appliance(s)
- Include the purchase of
NRHDD and/or NRSSD for all appliances owned
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 to arrive 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.