Programs

 

In today’s business environment, protecting your organization and its data against the fast-changing landscape of next-generation threats is mission critical. Today, security-conscious enterprises and federal government agencies choose FireEye for industry-leading protection against these next-generation threats. They also need technical support so they can maximize the value of this infrastructure—and quickly get help to keep systems up and running to protect against today’s stealthy web, email and file sharing threats.

FireEye Service Principles

FireEye Customer Service provides complete, responsive, high-quality services, achieving the highest level of customer satisfaction by:

  • Providing timely and knowledgeable responses
  • Protecting the customer’s investment
  • Meeting changing market demands for new features, products and services
  • Providing information to customers to assist in decision making, for example concerning system upgrades, system configurations, etc.

The FireEye support programs are simple and flexible: four levels of support are offered to meet the client’s needs. In addition, spare parts are available for quick turnaround hardware replacements, and a non-returnable disk drive service allows for clients to keep disk drives in the event of a drive failure.

The following provides an overview of available support programs and services.


FireEye Support Programs

The key to our support programs is flexibility. In support services, this means a combination of popular standard plans and specifically tailored plans for situations where threat protection is a mission-critical function. FireEye offers four support programs on an annual or multi-year basis.

Secure Assurance Platinum Government1 Platinum Priority Plus Government Priority Plus1
Software Update Subscription, Maintenance Patches and Emergency Fixes
Service Hours 24x7x365 24x7x365 24x7x365 24x7x365 24x7x365 24x7x365 24x7x365 24x7x365
Email and Live Chat
(Citizen)
 (Citizen)

(Citizen)
 (Citizen)
Phone Services
(Citizen)
 (Citizen)

(Citizen)
 (Citizen)
Web Incident Tracking and Web Advisor
Advance Replacement (NBD2)
Designated Callers and Web Account Access 15 15 15 15 unlimited unlimited unlimited unlimited
Onsite Visit
Direct Access to Senior Support Engineers
(Citizen)
 (Citizen)
Designated Support Engineer (DSE)
(Citizen)
 (Citizen)
Monthly Reporting
QBR Quarterly Business Reviews

1 Available in the United States, Canada, U.K., Germany, France, Switzerland, Israel, Japan, Australia, Singapore
2 Provided RMA is issued prior to local business day cutoff time and no external-to-FireEye circumstances prevent delivery

Platinum Support Program

The platinum program covers both hardware and software support, and includes:

  • Email, live chat, web and telephone support 24x7x365 for up to 15 designated callers
  • Target response times as detailed below
  • Immediate escalation to level three (response within 30 minutes) Advanced Support Engineering for highest severity issues, provided the severity-one issue is telephoned in to FireEye
  • Maintenance releases for security efficacy and other recommended software bug fixes
  • New releases for general software updates and non-chargeable enhancements to assure systems contain the latest FireEye updates and stay compatible with evolving technology
  • Emergency fixes, tested and verified by FireEye engineering for severity-one issues
  • Access to the FireEye secure support website which includes:
    • A knowledge base of known issues and articles
    • Online documentation
    • Patch/update information
    • Field notices
    • A portal for opening and updating support incidents for the fifteen (15) named designated callers
    • Ability to find and share solutions with FireEye users around the world through communities
    • Advanced shipment of replacement parts with next-business-day arrival

Platinum Priority Plus Program

The Platinum Priority Plus Program includes all that is offered in the Platinum Support Program, plus:

  • Immediate problem escalation to level-three Advanced Support Engineering
  • An unlimited number of designated callers and secure support website/portal access for those callers
  • A designated support engineer (DSE), assigned to the client, who acts as a single point of contact within FireEye and provides support for situations including but not limited to technical issues, case status, updates on escalations to product management or engineering, and requests for information on maintenance and update releases during identified business hours
  • Annual on-site review of service and product performance and on-site technical assistance at the DSE’s discretion
  • Monthly support statistic reporting
  • Quarterly business review (QBR) via conference call

Government Support Program

Offered in selected countries3, the government program includes both hardware and software support. Everything in the base platinum support program is included with the following addition:

  • Level one, two and three support requests handled by citizens of the selected country

Government Priority Plus Program

The Government Priority Plus Program includes all that is offered in the Government Support Program, plus:

  • Immediate problem escalation to level three Advanced Support Engineering expert who are citizens of the selected country
  • An unlimited number of designated callers and secure support website/portal access for those callers
  • A DSE who is a citizen of the selected country
  • Annual on-site review of service and product performance and on-site technical assistance at the DSE’s discretion
  • Monthly support statistic reporting
  • Quarterly business review (QBR) via conference call

3 Please contact your FireEye account representative for details.

 

Initial Response Times

Severity Impact Initial Response Time
One
  • Product rendered unavailable or unresponsive, requires constant restarting, or results in irretrievable corruption or loss of data
  • Major application not functioning
  • Device not scanning, or device blocking traffic
  • Requires immediate fix
  • Product rendered unavailable or unresponsive, requires constant restarting, or results in irretrievable corruption or loss of data
  • Major application not functioning
  • Device not scanning, or device blocking traffic
  • Requires immediate fix
30 minutes
(elapsed)
Two
  • Sub-component of a major application not functioning as documented
  • Services degraded
  • Major performance degradation
  • Sub-component of a major application not functioning as documented
  • Services degraded
  • Major performance degradation
2 hours
(elapsed)
Three
  • Minor application not functioning as documented
  • Minor application not functioning as documented
4 business hours
Four
  • General usage question
  • General information requests
  • Feature requests
  • General usage question
  • General information requests
  • Feature requests
8 business hours

Other Services and Recommendations

HX Technology Preview Program

FireEye’s HX Technology Preview 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 HX Technology Preview 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 HX Technology Preview program in future HX releases, it may not be possible to do so should we discover that a feature does not meet standards for enterprise viability. The HX Technology Preview is provided "as is" without warranty or liability from FireEye. We cannot therefore guarantee that all HX Technology Preview program features will be released in a supported manner. It is also possible that an HX Technology Preview program feature may carry an associated fee if fully released.

Spare Parts

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) and x4xx (excluding 1410 and 2410) 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.

Availability

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 4828
Outside the U.S./U.K.: +1 408.321.6300
Or your FireEye regional office

Warranty

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.