Other Services and Recommendations
Technology Preview/Early Access Program
FireEye’s Technology Preview/Early Access program provides customers
with early access to upcoming product innovations or features,
allowing for functionality testing and feedback during our development
process, prior to final release. However, these features are not
intended for production use, because they may not be
functionally complete and are not fully supported as described in
FireEye’s Legal Terms and Conditions for Support Services here.
Additionally, because features that are part of the Technology
Preview/Early Access program are still under development, FireEye
cannot guarantee the stability of such features. As a result, you may
not be able to seamlessly upgrade to subsequent releases of that
feature and, while FireEye intends to fully support features in the
Technology Preview/Early Access program in future product releases, it
may not be possible to do so should we discover that a feature does
not meet standards for enterprise viability. The Technology
Preview/Early Access is provided "as is" without warranty or
liability from FireEye. We cannot therefore guarantee that all
Technology Preview/Early Access program features will be released in a
supported manner. It is also possible that a Technology Preview/Early
Access program feature may carry an associated fee 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 on4. 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 Support 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 agreement.
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.
4 A cold standby system may be powered on and temporarily
licensed once a quarter for the sole purpose of upgrading the system software.
Non-Returnable HDD and SSD Service
The FireEye Non-Returnable Hard Disk Drive (NRHDD) and
Non-Returnable Solid State Drive (NRSSD) services eliminate the need
for a client to return defective disk drives to FireEye when a
replacement disk drive has been sent under a return materials
authorization (RMA). The NRHDD and NRSSD services allow clients to
keep and dispose of failed disk drives on their own. The NRHDD and
NRSSD services are annual subscription programs for clients who
cannot, or choose not to, return a defective or failed disk drive
associated with the x3xx series (excluding 1310 and 2310), x4xx series
(excluding 1410 and 2410), x5xx series (excluding 1500 and 2500), NX
10K series, VX 12500, HX 4xxx series, PX 10xx, 20xx and 40xx, IA 1xxx
and 2xxx and CC 2000 platforms.
No other models/platforms are covered.
The client 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 shall indemnify,
defend, release, and hold harmless FireEye from any and all claims and
liabilities relating to confidential data that may be on a previously
returned disk drive.
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.
All FireEye support programs are available worldwide. For more
information please contact
us or call one of the following numbers:
U.S.A.: 1 877.347.3393 (877-FIREEYE)
U.K.: +44 203 106
Outside the U.S./U.K.: +1 408.321.6300
Or your FireEye
The FireEye warranty provides customers with one year of product
warranty (from date of shipment), as detailed in the FireEye standard
product sale and services agreement. Prequalified hardware warranty
replacements are returned to FireEye and repaired.