Radware Certainty Support Guide Page 3 OBTAINING SOFTWARE ................................................................................................................................ 19 PRODUCT LIFECYCLE ............................................................................................................................. 20 PRODUCT END OF LIFE PROCESS ................................................................................................................. 20 PRODUCT STATUS .................................................................................................................................. 22 RADWARE TECHNICAL SUPPORT......................................................................................................... 23 POSITION STATEMENT ................................................................................................................................. 23 NON-DISCLOSURE STATEMENT .................................................................................................................... 23 CERTAINTY SUPPORT PROGRAM .................................................................................................................. 24 CONTINUOUS SUPPORT AND RENEWAL ......................................................................................................... 27 GEOGRAPHIC COVERAGE ............................................................................................................................. 28 TELEPHONE NUMBERS ................................................................................................................................. 31 CASE REPORTING ........................................................................................................................................ 32 iSupport ................................................................................................................................................ 32 SUMMARY REPORTING METHODS ................................................................................................................. 33 SEVERITY CASE CLASSIFICATIONS ............................................................................................................... 34 RESPONSE TIMES ........................................................................................................................................ 38 ON-SITE SUPPORT ....................................................................................................................................... 39 SPARE UNIT ON-SITE OPTION ...................................................................................................................... 39 PLANNED TECHNICAL SUPPORT (PTS) ......................................................................................................... 40 Scheduling PTS Service ...................................................................................................................... 40 RETURN MATERIAL AUTHORIZATION (RMA) .................................................................................................. 41 Overview .............................................................................................................................................. 41 RMA Process by Certainty Support Levels .......................................................................................... 42 RMA Process for Alteon Products ....................................................................................................... 42 Dead on Arrival (DOA) ......................................................................................................................... 42 STANDARD WARRANTY ................................................................................................................................ 43 EXTENDED WARRANTY ................................................................................................................................ 43 RADWARE ALTEON 5-YEAR SUPPORT ........................................................................................................... 44 Business benefits ................................................................................................................................. 44 Supported Alteon models ..................................................................................................................... 44 SUPPORT FOR MD AND EOL ALTEON PRODUCTS .......................................................................................... 45 TECHNICAL TEAM OVERVIEW ....................................................................................................................... 47 TECHNICAL CASE ESCALATION ..................................................................................................................... 48 MANAGERIAL CASE ESCALATION .................................................................................................................. 50 Other Managerial Notifications ............................................................................................................. 50 ANOMALIES ................................................................................................................................................. 50 RADWARE IMPLEMENTATION SUPPORT ............................................................................................. 51 IMPLEMENTATION SERVICES ......................................................................................................................... 51 PROFESSIONAL SERVICES (TIME AND EXPENSE BASED SUPPORT) ................................................................. 51 TRAINING AND CERTIFICATION ............................................................................................................. 52 APPWALL (2 DAYS) ..................................................................................................................................... 52 LINKPROOF (2 DAYS)................................................................................................................................... 52 DEFENSEPRO (2 DAYS) ............................................................................................................................... 53 APPDIRECTOR (LEVEL 1 & LEVEL 2) ............................................................................................................. 53 ALTEON (LEVEL 1 & LEVEL 2) ....................................................................................................................... 54 CUSTOM TRAINING ...................................................................................................................................... 54 COURSE SCHEDULES & REGISTRATION ........................................................................................................ 55 CERTIFICATION ............................................................................................................................................ 55
Radware Certainty Support Guide Page 4 NOTES ....................................................................................................................................................... 56
Radware Certainty Support Guide Page 5 Introduction Application Delivery Controllers (ADCs) have become an integral element of todays most successful businesses. Radware offers a comprehensive set of technical services that ensures customers realize the full potential of their ADC investment. Whether the business goal is in the area of design, implementation, or on-going support and training, Radwares globally-deployed Technical Services organization has the programs and expertise to meet those business needs. S ervice Principles Radware places a high priority on Customer Service and our customers continuing satisfaction. Keeping this in mind, Radware has developed the following core service principles to guide our customer interactions: Designing the right solutions for our customers is our first priority. We listen carefully to the needs of each customer and design the most effective ADC infrastructure possible to achieve business-smart networking within every customized environment. We will commit to what we can deliver and deliver on what we commit. We offer a highly trained global services organization to back our product line and to work closely with each and every customer to ensure the optimal operation of their network. In our dealings with customers, we will be friendly and courteous and share in the customers urgency on all issues. We will make our best endeavors to resolve problems and will always be responsive. We will look for ways in which to exceed our customers expectations. We will report status openly, honestly, and in a timely manner. We are committed to continuous learning and will strive to share our knowledge with our customers. The remainder of this document provides an overview of available Radware products, programs, and services. It is intended as a general guide for Radware partners, customers, and employees.
Radware Certainty Support Guide Page 6 Radware Product and Service Solutions R adware Products AppDirector The AppDirector intelligent application delivery controller (ADC) enhances the delivery of applications over IP networks by enabling accelerated application performance, local and global server availability, and application security and infrastructure scalability, successfully bridging the gap between applications and networks. AppWall Radwares AppWall is a Web application firewall (WAF) appliance that secures Web applications. It enables PCI compliance by mitigating Web application security threats and vulnerabilities to prevent data theft and manipulation of sensitive corporate and customer information. AppWall incorporates advanced, patent-protected Web application security filtering technologies to seamlessly detect threats, block attacks, and report events. AppXML AppXML was designed to meet the intrinsic challenges of deploying web services and service oriented architectures (SOA). By offloading tasks to dedicated hardware, it vastly improves the speed of XML document processing and secure SML-based communications between an enterprise and its business partners. Included as part of the AppXML offering are comprehensive management capabilities and rich graphical reporting tools to meet security, compliance (HIPAA, SOX) and content delivery concerns. AppXcel By supporting a wide set of application acceleration and security services, AppXcel enables complete transaction reliability, cost-effective scalability and fast application and translation response times. VirtualDirector VirtualDirector is an application delivery optimization solution for the virtualized data center providing real-time dynamic allocation of data center resources based on business events, ensuring positive user experience and improving response time. The solution aligns virtual data center operations with business policies while optimizing the use of virtual resources to further generate CAPEX and OPEX savings.
Radware Certainty Support Guide Page 7 SIP Director Radwares SIP Director guarantees SIP service delivery. SIP Director is a comprehensive SIP Application Delivery Controller (ADC) for SIP value-added application vendors, Telecom Equipment Manufacturers (TEMs) and System Integrators (SIs). SIP Director is designed to work with a wide range of applications including application/feature servers such as IVRs, conference applications and 911 services. SIP Director provides carrier grade performance across all IMS network layers from the Service Plane through the Control and Signaling Plane to the Transport Plane. SIP Director is also optimized for pre-IMS networks and entities including softswitches and SBCs. LinkProof LinkProof, Radwares multiWAN switch, provides uninterrupted access to your data centers, remote locations, websites and the Internet. To ensure continuity when disaster strikes, LinkProof provides reliable access (and fast response times) for all mission-critical applications residing in the data center. LinkProof enhances and intelligently routes traffic across Internet links, controlling bandwidth throughput to ensure fault-tolerant connections and scalability. CIP-Content Inspection Director CIP-Content Inspection Director (CID) helps carriers deliver value-added services such as anti- virus, anti-spam and content filtering, with complete confidence. CID helps drive carrier profitability by enabling: Dynamic service selection for creation of new premium services New business models for a variety of network edge services The unified, high-availability, switch-based architecture lets carriers dynamically provision new content and makes it easy to transparently add subscribers, make quick changes to subscription packages and save greatly on the management and operations of service delivery. Alteon Application Switches Alteon Application Switches enable application optimization, delivery, and high availability through the use of sophisticated application/device load balancing, intelligent traffic management, application-layer security, security acceleration, and bandwidth management.
Radware Certainty Support Guide Page 8 Alteon Application Accelerator Alteon Application Accelerator 510 saves money and increases user satisfaction by reducing the server and bandwidth needs and by improving the responsiveness of web-based applications.
The Alteon Application Accelerator 610 is ideal for enterprises that plan for more than 4000 peak users or require the assurance of continuous availability that dual power supplies, hot- swappable fans and dual hard drives deliver.
For a complete and detailed description of all new and existing Radware products, please visit our website at www.radware.com. Alteon products can be found at www.radwarealteon.com. DefensePro DefensePro is an in-line, DoS protection, traffic-shaping and Intrusion Prevention solution designed for enterprise core and perimeter deployment, data centers, university campuses, and carrier backbones. As the industrys first solution to fully integrate adaptive, behavior-based protection capabilities both at the network and application levels, DefensePro provides unparalleled security against known and zero-day threats.
Radware also offers a broad spectrum of integrated security solutions for the APSolutefamily of products armed with adaptive behavioral and signature based technologies to effectively drive web applications and services and optimize enterprise operation. Radware solutions maximize the end-user experience and meet the increasing service demands of a growing array of business-critical applications delivered over IP networks. Insite ManagePro Insite ManagePro is Radwares enterprise-grade, security management solution. This appliance acts as a single point of access for your IT management and operations staff so they can centrally manage and monitor the real-time status and performance of your application delivery infrastructure. It delivers all the functionality of Insite and more. Inflight Inflight is a network-based monitoring solution that delivers actionable, real-time business events to any back-end analytic system. The device monitors and captures raw, identity-based data from online channels, converts that content into meaningful information, and feeds the resulting event streams into horizontal analytics engines all in real-time. Whether it is reducing fraud exposure, associated costs, and reputation vulnerabilities or providing appropriate information for upside revenue opportunities, Inflight is the clear and only choice.
Radware Certainty Support Guide Page 9 Radware Service Solutions Intrusion Prevention Radwares Intrusion Prevention protects against the criminal network infiltration and compromise or loss of proprietary data that is possible through the determined efforts of a hacker. By continuously monitoring all network traffic at Gigabit speeds, Intrusion Prevention detects and prevents attacks in real time, immediately terminating suspicious sessions to completely safeguard enterprise operations from hackers attempting to slip through their network defenses. All suspect traffic is monitored and reported, enabling network administrators to take proactive instead of reactive measures against potential intruders. Denial of Service (DoS) Protection DoS Protection identifies and blocks debilitating Denial of Service attacks that flood the network with endless requests that valid traffic either crawls or is completely halted. The DoS Protection module guards the network from service failures and downtime by filtering out attack traffic while maintaining continuous flow of legitimate traffic. Coupling multi-gigabit throughput speeds with an advanced sampling algorithm, the DoS protection module automatically detects abnormal service requests and thwarts DoS attacks before they undermine network operations for complete security and business continuity. Security Update Service Radwares Security Update Service (SUS) is a security advisory and managed monitoring/detection system dedicated to protecting your network elements, hosts and applications against the latest security vulnerabilities and threats. The service delivers rapid and continuous updates to current subscribers Automatically via the Insite management interface, easily propagating updates across multiple Radware devices, and/or Via the www.radware.com website for on-demand downloading SUS along with APSolute OS Intrusion Prevention and DoS protection complements your purchase of Radware products as a critical service continuously protecting your network from both known and zero-day attacks.
SUS is available on a one-year or multi-year subscription basis. This service requires 24x7 support and is therefore available at Certainty Support Level 2 and higher. SUS coverage must have the same end date as the Certainty Support agreement on the unit.
Radware Certainty Support Guide Page 10 Security Operations Center Radwares Security Operations Center (SOC) is an integral element of the SUS offering. Dedicated Security Specialists employ various methods to monitor Internet activity 24x7 and provide the first line of defense. Security events are directly reported to Radwares Security Forum and Security Hotline, responsible for core security development. Subscribers to the SUS system benefit from rapid response to high-impact security events, continuous signature file updates, and development and distribution of custom attack signatures. Emerging Attacks Detecti on The first step in mitigating a threat is to detect the attack. Radwares Security Operations Center monitors Internet activity for threats utilizing network Honeypots, probes, reports of new vulnerabilities to Radwares Security Forum and Security Hotline, tracking of Vendor-reported vulnerabilities, and the monitoring of industry resources such as security related websites, mailing lists, and news forums. Security Ri sk Assessment After a threat is detected, Radware employs a thorough Risk Assessment methodology to determine the potential thread impact and the appropriate mitigation strategy. Threats are then rated to determine: The relevance to Radwares customers Impact of the threat relative to its spread rate and specific systems and network elements targeted and The viability of developing a signature or filter to protect against the threat. The above factors are used to calculate a threat rating, which determines whether a filter can be developed and in what timeframe it will be released. Threat Mitigation Once Radwares R&D Security team makes the decision to develop a new filter, a final analysis of the exploit code or vulnerability is performed. Data from this analysis is then used to develop and thoroughly test the filter to ensure the needed level of protection is provided. The threat and new filter are documented and the attack signature is distributed to our customers.
Radware Certainty Support Guide Page 11 Distribution of Security Updates SUS provides for periodic updates to signature files, rapid response to high impact security events, and the development and distribution of custom filters as described below: Periodic Updates
- Periodic Updates are typically available on a weekly basis and include all new filters, including those previously released as an Emergency Update (see below). Registered customers to Radwares website will be automatically notified of the new signature file via a notification function within Radwares device management and monitoring tool, Insite. The signature file can be downloaded and distributed to all product units with an active Security Update Service Agreement. Customers not using the Insite management tool may access the Security Zone in the Customer section of Radwares website and check for the availability of new signature files. The files can then be loaded on-demand directly to Radware products through Web Based Management or through the Command Line Interface (CLI). Emergency Updates
- For those cases where an immediate response is deemed necessary, Radware will issue an emergency signature file update. Registered customers will be notified via email once the emergency update is available for download from our website. The file download and update can be initiated in the same manner as Periodic Updates (see above). Custom Signatures Radwares integrated security solutions defend against both network and application-level attacks, delivering a holistic approach to application and network-level threats, while enhancing the overall performance of business operations across an entire organization. - SUS also allows customers to contact Radware to report environment-specific threats or newly discovered threats and to request signatures to mitigate the threat. The threat will be assessed using the methodology previously described and for those threats for which a filter is appropriate, Radware will either issue an Emergency Update to all customers or provide a custom filter specifically to the customer reporting the threat. Custom filters will subsequently be analyzed and incorporated through Periodic Updates when appropriate.
Radware Certainty Support Guide Page 12 APSolute Product and Software Upgrades & Downgrades Product Upgrades The Radware Licensing Model allows for functionality upgrades without the need to install different device software. The Model also allows for capacity upgrades without the need to upgrade hardware platform.
A complete description of Radware licensing and options is provided in the Radware Licensing Model document available from the Radware website at www.radware.com. Ordering Product Upgrades The following information must be included on the Purchase Order for each unit when ordering upgrades: Requested Upgrade Base MAC Address License Code License ID The License information and Base MAC Address can be obtained from the unit via the following management interfaces: APSolute Insite (Device Menu: License Upgrade) WBM (Device/License Upgrade) CLI system license command Product Downgrades / R eturns The information provided for a product upgrade must also be provided for a product downgrade or return. Radware will generate a new License Code based on the information provided. To complete the downgrade, you must enter the new License Code into the unit and you must provide the subsequent License ID to Radware to apply a credit, if applicable. All prior License Codes for the unit become obsolete once a new License Code is entered into the unit. The new License ID must be validated by Radware before credit can be issued for the downgrade.
Radware Certainty Support Guide Page 13 S oftware Lifecycle Terminology Software Classifications Radware software status is classified as Limited Availability (LA), General Availability (GA) and Shipping GA. LA - A Limited Availability version completed QA and beta but currently still has limited deployment in the field. GA - A General Availability version completed full QA and beta and is considered a stable version. Shipping GA - A Shipping version means that this is the default shipping version on new product orders. Software Numbering Convention The table below shows the numbering convention used for all software. Each software version follows the format X.YY.ZZ.
Table 1 - Software Numbering Convention Field Terminology Description Example X Major Feature Release Major functionality additions or changes 8.00.00 9.00.00 YY Minor Feature Release Functionality additions/changes and fixes for known issues 8.10.00 8.12.00 ZZ Maintenance Release Fixes for know issues. May also include minor enhancements to existing functionality 8.10.03 DL Hot Fix Release Hot fix for critical issues (available only via Tier 4, not via website) 8.10.03DL
Radware Certainty Support Guide Page 14
Lifecycle The diagram in Figure 1 below illustrates Radwares lifecycle for a Major software version and typical timelines associated with each phase: Figure 1: Major Software Version Lifecycl e Beta Limited Availability General Availability Retirement Date End of Maintenance End of Support 1 3 Months 1 3 Months 12 Months +12 Months Minor Release Maintenance Release Maintenance Release Minor Release
Each Major version follows the lifecycle below: 1. Release to Beta testing. 2. Commercial release as LA version. 3. Promotion to GA or Shipping GA version. Note: In some instances, a new version is released before the LA version has gained enough field exposure. In such cases, the LA version is never promoted to GA status and is immediately retired. 4. Minor and Maintenance releases are provided according to market needs and development schedule. 5. Once a new major release reaches Shipping GA status, the previous Major version is retired (Retirement Date milestone). 6. For the first 12 months following the retirement date, Radware will provide Hot Fixes for critical bugs reported via Radware Technical Support, as well as phone support and on-site assistance through the Certainty Support Program. 7. A year after the software version was retired it reaches End of Maintenance milestone and Radware will no longer develop, repair, maintain, or test the retired software version. Phone support and on-site assistance are available through the Certainty Support Program for another 12 months. 8. Two years after the software version was retired it reaches End of Support milestone and is no longer eligible for further support.
Radware Certainty Support Guide Page 15 Minor version retirement policy: 1. Once a new Minor version is released as GA, the previous minor version is retired. 2. Fixes for critical bugs discovered in a retired Minor version will be provided via the latest release of the Major version to which this Minor version belongs. Radware will test the retired version for critical bugs reported via Radware support for: o 3 months following the retirement date of a Minor LA version o 24 months following the retirement date of a Minor GA version or until the Major version to which this minor version belongs reaches End of Maintenance milestone (whichever occurs first) 3. Phone support, hardware repair/replace and on-site assistance are available through the Certainty Support Program. Software Release Matrix The Software Release Matrix in the Support section of Radwares website shows the most current status and type for all software releases. The last release of a Major version that was retired from Shipping GA / GA status is available in the Software Center Archive section of Radwares website. All other retired releases are available on the website via the Search tool only. End of Maintenance for Specific Software Radware may choose, at its discretion, to discontinue support for a software version within a particular product. This can be because the software can be easily replaced with a newer version or the software is unused by customers. End of Maintenance for a major release will be communicated through the Software Center Archive section in the Radware website. S oftware Upgrades Software Upgrades are available for units that are covered by the Certainty Support Program and for units that are covered by Radwares Standard Warranty.
However, the entitlement differs as follows:
Units covered by the Certainty Support Program and units that are within the Warranty Period are both entitled to Maintenance releases and Hot Fixes (see Software Numbering Convention Table above).
Only units covered by any of the Certainty Support Programs 1 through 5 are entitled to both Major and Minor releases (see Software Numbering Convention Table above).
Radware Certainty Support Guide Page 16 S oftware Downgrades Sometimes when upgrading device software to take advantage of desirable system features only available in newer versions of code, functionality that was only available in legacy software may be lost. For this reason and for cases involving RMAs, it may be necessary to downgrade device software to a prior version for a specific configuration.
Every software downgrade requires an upgrade password. See section Obtaining Software below for more details. Obtaining S oftware All software can be obtained through Radwares website at www.radware.com. Units can be upgraded to a new Maintenance release without a new password. Although the administrator will be prompted for a password, the password check is not enforced when upgrading to a new Maintenance release.
However, all upgrades to Major or Minor releases and all software downgrades require a password. The password requirement ensures customers have a valid support agreement at the time a software upgrade or downgrade is requested. It also provides the opportunity for customers that do not have a valid agreement in place at the time to activate one, if needed.
Registered customers can obtain an upgrade password from the Password Generator on Radwares website at http://www.radware.com/content/support/pwordgen/default.asp. The following information will be required in order to generate the password: Requested Software Version Base MAC Address of the Unit For more details, registered customers can refer to the full upgrade/downgrade procedures on the Radware website at: http://www.radware.com/content/support/software_upgrade/ct100.asp http://www.radware.com/content/support/software_upgrade/default.asp
Please contact Radware Technical Support at support@radware.com if further assistance is required.
Radware Certainty Support Guide Page 17 Alteon Product and Software Upgrades & Downgrades S oftware Lifecycle Terminology General Availability (GA) This status applies to products, releases, and associated design documentation that have undergone full process validation and meet all criteria for design quality and volume production. Full design support is given to products, releases, and associated documentation with a GA product status. Manufacture Discontinued (MD) This status applies to products, releases, and associated design documentation that are no longer supported by production related processes. Customers have been notified of the intent to Manufacture Discontinue the product or release and all last time buy orders have been processed. Repair services, technical support, and emergency recovery are provided per published policies and/or the terms of associated customer contracts. Design maintenance is limited to emergency recovery, critical issues, and/or the terms of associated customer contracts. End of Life (EOL) This status applies to products, releases, and associated design documentation that are no longer supported by design driven processes. Customers have been notified of the intent to end the life of the product or release and all obligations for continued service and support have been satisfied. Design supported hardware repair services are no longer available. Emergency recovery is available subject to spares availability. Technical support may be available to a commercially reasonable extent. The table below shows the numbering convention used for all software. Each software version follows the format XX.YY.ZZ.WW:
Table 2 - Software Numbering Convention Field Terminology Description Example XX Major Feature Release Major functionality additions or changes. 24.0.0.0 25.0.0.0 YY Minor Feature Releases Functionality additions/changes and fixes for known issues. 24.1.0.0 25.1.0.0 ZZ Maintenance Release Fixes for known issues. May also include minor enhancements to existing functionality. 25.0.1.0 WW Patch Patch for critical issues 24.1.0.9
Radware Certainty Support Guide Page 18
Lifecycle Each Major version follows the following lifecycle: 1. Release to Beta testing. 2. Promotion to GA version. 3. Minor releases are provided according to market needs and development schedule. 4. Maintenance releases are provided on average every two months. 5. At any given time two major releases are supported for Alteon products per platform; once a new major version is planned to become available a MD announcement is issued to customers for the oldest previously supported major release. 6. For the first 24 months following the retirement date, Radware will provide Maintenance release for critical bugs reported via Radware Technical Support, as well as phone support and on-site assistance through the Certainty Support Program. 7. 24 months after a release becomes MD it reaches End of Life milestone and Radware will no longer develop, repair, maintain, or test the retired software version. S oftware Upgrades Software Upgrades are available only for units that are covered by a valid support agreement. Radware provides the opportunity for customers that do not have a valid agreement in place at the time to activate one, if needed. Obtaining Software All software releases can be obtained through Radware Alteon website at www.radwarealteon.com.
Radware Certainty Support Guide Page 19 APSolute Insite Product and Software Upgrades Product Upgrades The APSolute Insite license provides extended features and functionalities. An APSolute Insite license is provided in the form of a license file, which is bound to the MAC Address of the workstation on which APSolute Insite is installed.
A complete description of the APSolute Insite licensing mechanism and options is provided in the Radware Licensing Model document available on www.radware.com. Ordering Product Upgrades The following information must be included on the Purchase Order for each unit when ordering upgrades: Requested Upgrade. MAC Address of the ManagePro device or the workstation on which APSolute Insite is installed. APS olute Ins ite S oftware Cycle APSolute Insite ManagePro For APSolute Insite ManagePro, each new software release in Shipping GA status is a Maintenance release for the previous software version and replaces it. No additional maintenance releases are provided for the previous software version. APSolute Insite For APSolute Insite, there are no support fees for either the free product or advanced licenses. Although Radware is not compensated for support and therefore, not obligated to provide maintenance releases, it does provide releases, together with releases for APSolute Insite ManagePro. Obtaining S oftware All APSolute Insite software releases can be obtained through Radwares website at www.radware.com. Units can be upgraded to a new Maintenance release without a new password. Although the administrator will be prompted for a password when upgrading ManagePro, the password check is not enforced.
Please contact Radware Technical Support at support@radware.com if further assistance is required.
Radware Certainty Support Guide Page 20 Product Lifecycle The diagram in Figure 2 below illustrates Radwares product lifecycle and typical timelines associated with each phase. Support availability varies during each phase of the product lifecycle and is summarized in the Coverage for Product Lifecycle table at the end of this section. The term Product refers to an integrated solution of a software feature set and underlying hardware platform. The Software Lifecycle was described in the previous section. Figure 2: Product/Platform Lifecycle Beta Limited Availability General Availability End of Sale End of Maintenance End of Support 1 3 Months 1 3 Months +24 Months +12 Months End of Sale Notice 3 Months
Product E nd of Life Proces s 1. Radware announces its intention to stop the specific product sales through an End of Sale Notice. 2. Three months after the End of Sale Notice, the product or platform reaches the End of Sale (EOS) milestone and can no longer be ordered from Radware. 3. For the first 24 months after the EOS milestone, Radware will provide Hot Fixes for critical bugs reported via Radware Technical Support, as well as phone support, hardware repair/replacement, and on-site assistance through the Certainty Support Program. Hot Fixes will be provided only for the Major release that was Shipping GA at the time of the EOS announcement. 4. Twenty seven months after the End of Sale Notice, the product or platform reaches the End of Maintenance milestone and is no longer eligible for software upgrades of any type. Phone support, hardware repair/replace and on-site assistance are available through the Certainty Support Program for another 12 months. 5. Thirty nine months following the End of Sale Notice, the product or platform reaches the End of Support milestone and is no longer eligible for further support. Phone support, hardware repair/replace, and on-site assistance are no longer available once the End of Support milestone is reached.
Radware Certainty Support Guide Page 21 The table below summarizes the available Certainty Support program coverage for relevant stages of the Product Lifecycle.
Table 3 - Coverage for Product Lifecycl e Certainty Support Program Coverage Product Lifecycle Phase Phone Support On-site Support Software Hardware Warranty Extension Major/Minor/ Maintenance Release Hot Fix Limited Availability
General Availability
End of Sales
End of Maintenance
Radware Certainty Support Guide Page 22 Product Status The following table lists products and platforms at or beyond the End of Sales milestone:
Table 4 - Product Status Product Line Life Cycle Stage AppXcel Web Application Firewall Module End Of Sales as of April 2009 End Of Features 1 End Of Maintenance as of April 2011 as of April 2010 End Of Support as of April 2012 CertainT 100 platforms (XS1v1, XS1v2, XS2v1, XS2v2 End Of Sales as of September 2007 End Of Features* as of September 2008 End of Maintenance as of September 2009 End Of Support as of September 2010 DefensePro 50, DefensePro 100, DefensePro 200, DefensePro 1000, DefensePro 2000 & DefensePro 3000
End Of Sales as of December 2007 End Of Features* as of December 2008 End Of Maintenance as of September 2010 End Of Support as of September 2011 FireProof 200, FireProof 202, FireProof 1000 & FireProof 3000 End of Sales as of J une 30, 2008 End of Features* as of J une 30, 2009 End of Maintenance as of J une 30, 2010 End of Support as of J une 30, 2011 H processor (2 Fast Ethernet & 4 Fast Ethernet Platforms) End of Maintenance as of November 1, 2004 End of hardware repair/ replace as of November 1, 2006 End of Support as of November 1, 2006 Inflight 5000 3U Platform End of Sales as of J uly 2009 SecureFlow End of Sales as of March 31, 2010 End of Maintenance as of March 31, 2012 End of Support as of March 31, 2013 First Generation WSD & WSD Pro (Fast Ethernet Bay Platform) End of Support WSD-PRO Ethernet Platform (i960 CF Processor) End of Maintenance as of J uly 1, 2003
WSD/LinkProof/Fireproof Fast Ethernet C Platforms (i960 CF Processor) End of Maintenance as of J uly 1, 2003 Web Server Director (WSD) End of Sales as of October 1, 2009 End of Maintenance as of October 1, 2011 End of Support as of October 1, 2012
1 End of Feature development for a product - relevant for products retired before J anuary 2009
Radware Certainty Support Guide Page 23 Radware Technical Support Pos ition S tatement To successfully compete in a global economy, leading organizations must create effective communication channels with diverse customers, partners, resellers and employees at an international scale and avoid becoming a Tower of Babel.
Radwares Technical Support organization has taken the responsibility to remove communication barriers which often exist in such multilingual environments by formally adopting English as its official language of operation. The purpose of this action is to ensure that all service-related communication is maintained in one common language to facilitate the most effective technical support possible for all Radware customers. Non-Dis clos ure S tatement Radware considers the privacy of your business information one of our key priorities and responsibilities. In providing technical support, our staff fully abides by the following service tenets to protect any personally-identifiable, proprietary, or valuable information disclosed to and collected by us during the resolution of your service request: The primary role of Radware Technical Support is to help ensure Radware solutions and related networks operate efficiently. Radware Technical Support staff is subject to the terms of the Service Level Agreement that governs their access to and use of information necessary to provide technical support. Radware Technical Support staff will not use any information that becomes available to them for any reason other than support.
Radware Certainty Support Guide Page 24 Certainty S upport Program Radware offers technical support for all its products through the Certainty Support Program. Each level of the Certainty support program consists of five (5) elements: Phone and Email Support Knowledge Base Access On-site Support Software Upgrades Hardware Maintenance
All of the above elements are combined into five (5) separate support packages. Each package in the program adds incremental value at higher levels of support. Support is provided on a per- unit basis.
The following are the support packages available under the Certainty Support program: Certainty Support Level 1 (CL1): Provides business day access to Technical Support Center services and technical documentation, either via the Web, email or direct phone support during weekdays, 9am to 5pm (excluding holidays). New releases of software, including new features and maintenance releases, are available for units covered under the Certainty Support program. In addition, for units covered under Certainty Support Level 1, the standard hardware warranty is extended after the expiration of the initial term to match the term of the CL1 Agreement. Certainty Support Level 2 (CL2): Expands CL1 access to the Technical Support Center to 24 hours a day, 7 days a week, and 365 days per year. Certainty Support Level 3 (CL3): Adds next business day replacement of failed hardware to CL2 level and waives customer shipping costs. Next business day availability is location dependent refer to the Global Availability Table below for details. Certainty Support Level 3 (CL3+): Applies to Radware Alteon devices only. Adds next business day replacement of failed hardware to CL2 level and waives customer shipping costs. Next business day availability is location dependent refer to the Global Availability Table below for details. Also includes on-site technician support within 4 hours (available only in select areas). (This is 25% additional cost to CL5 coverage). Certainty Support Level 4 (CL4): Adds next business day on-site support from Radware Engineering to CL3 level. Availability is location dependent refer to the Global Availability Table below for details. Certainty Support Level 5 (CL5): On-site technician support within 4 hours (available only in select areas) or a spare unit located on-site. Refer to below table for more details. Certainty Support Level 5+ (CL5+): Applies to Radware Alteon devices only. On- site technician support within 4 hours (available only in select areas) and a spare unit located on-site. Refer to below table for more details. (This is 25% additional cost to CL5).
Radware Certainty Support Guide Page 25 The table below summarizes the program by level: Table 5 - Certainty Support Levels Level Support SUS Software Hardware On-site Support CL1 5 days a week, 8 hours a day (in your local time zone, excluding holidays) No Features & Maintenance Releases Standard Warranty 1
No CL2 7 x 24 Yes Features & Maintenance Releases Standard Warranty 1
No CL3 7 x 24 Yes Features & Maintenance Releases Next Business Day Replacement 2
No CL3+ 7 x 24 No Features & Maintenance Releases Next Business Day Replacement 2, 6
4 Hour On-site Tech 3, 6
CL4 7 x 24 Yes Features & Maintenance Releases Next Business Day Replacement 2
Next Business Day Radware Certified Engineer 5
CL5 7 x 24 Yes Features & Maintenance Releases Next Business Day Replacement 2,4
4 Hour On- site Tech 3
OR Spare Unit On Site 4
CL5+ 7 x 24 No Features & Maintenance Releases Next Business Day Replacement 2,4
4 Hour On- site Tech 3
AND 6 Spare Unit On Site 4
Notes: Note 1: The Standard Warranty converts to an Extended Warranty at the end of the initial term and the date is revised to match the term of the Certainty Support Agreement. Note 2: The Standard Hardware Warranty converts to an Extended Warranty at the end of the initial term and upgraded to provide for next business day unit replacement for all units covered in the program. Availability is location dependent refer to the UGlobal Availability TableU. Note 3: Availability is location dependent refer to the UGlobal Availability TableU. Note 4: Requires the purchase of at least 4 similar units at Certainty Level 5. Similar units are the same product with a common hardware configuration (platform and port configuration). The 4 units must be installed at the same location as the on-site spare. For countries where CL3 is not available (see UGlobal Availability TableU below), Unit Replacement is provided, but on-site delivery is not guaranteed for one business day.
Radware Certainty Support Guide Page 26 Note 5: In J apan, when purchasing Certainty Level 4 the on-site Radware certified engineer option is not available. Instead unit replacement is provided within 4 hours in selected areas. Refer to the Global Availability Table for details. Note 6: This coverage applies to Radware Alteon units only.
Radware Certainty Support Guide Page 27 Continuous S upport and R enewal The Certainty Support Program is a flexible program that may be renewed at any time to ensure proper and continuous levels of coverage on a unit and any upgrade licenses or components added to it thereafter. To avoid a lapse in support, please keep the following renewal policy in mind: Renewal contract coverage will always start at the end date of the previous contract; hence intermittent renewal will be backdated to run consecutively and charged accordingly (or backdated to ship date if a contract never existed) A renewal lapse will involve an additional reinstatement fee on the backdated period An RMA request that will be opened on a unit which is not covered by Certainty Support will be charged as per the hardware price list (25% of list price for repair or 50% of list price for replacement unit) and shipped within 14 working days The above terms and conditions are also applicable to SUS (Security Update Service) The support fees are based on the unit price plus the price of any additive license(s) purchased in connection with the unit. Radware cannot support a partial solution; therefore if a customer is not interested in renewing support for the unit including additive licenses, the customer has the choice of removing the additional licenses and renewing support on the basic unit only. The customer should note that such a waiver will result in downgrading of the unit to remove the additional license(s) before support can resume. As a Radware Alteon customer, we offer seamless migration of your existing support program to Radware Alteon Technical Services. During the initial transition, your existing support plan 2
coverage will be immediately transferred to Radware - unchanged and remaining in effect until the support term expiration 3
. Upon support expiration, you will have the option to renew support using the Radware Certainty Support Program. To initiate the conversion to Radware Certainty Support, you must mail or call your dedicated Radware Alteon Account Representative or local system integrator/reseller. Please provide the Serial Number and/or MAC address for your device, indicate the desired Program level, and term dates. The request will then be forwarded to the Radware local office for processing, where a proposal quote is generated. Once approved, an order is placed for the appropriate Certainty Support Program level.
2 The current support plan eligibility is based on Nortel support contract records and applies to exclusive (Alteon units only) or bundled (Alteon units plus additional Nortel solutions) support contracts
3 The support term expiration is defined on a per case basis based on each customer's support contract.
Radware Certainty Support Guide Page 28 Geographic Coverage The Certainty Support Program is available globally; however, the availability of specific support packages varies by country. As of the date of this document, global availability is provided as follows:
Table 6 - Global Availabil i ty Region Certainty Support Program Level 1 Level 2 Level 3 Level 4 Level 5 4-Hour Spare Unit North America Continental US
Hawaii & Alaska
Canada 4 Mexico 2
Bermuda 1
All Other Countries
South America All Countries 2 Asia & Pacific Australia 1 China 2 India Indonesia 1 J apan 3 South Korea 2 Malaysia 1 New Zealand 1
Radware Certainty Support Guide Page 29 Region Certainty Support Program Level 1 Level 2 Level 3 Level 4 Level 5 4-Hour Spare Unit Singapore 1 Taiwan 1 Thailand 2 Other Countries
Europe, Middle East & Africa Austria
Belgium
Cyprus
Czech Republic
Denmark
Finland
France
Germany
Greece
Hungary
Ireland
Israel
Italy
Netherlands
Norway
Radware Certainty Support Guide Page 30 Region Certainty Support Program Level 1 Level 2 Level 3 Level 4 Level 5 4-Hour Spare Unit Poland
Portugal
Romania 1
South Africa
Spain
Sweden
Switzerland
United Kingdom
All Other Countries
Notes: Note 1: 2nd Business Day Hardware delivery only. Note 2: 3rd Business Day Hardware delivery only. Note 3: 4-hour unit replacement available in 23 Wards in Tokyo. Next business day Radware certified engineer is not available. Note 4: This coverage applies to Radware Alteon units only.
Radware Certainty Support Guide Page 31 Telephone Numbers Below is the global telephone directory for Radware Technical Support. To expedite resolution, register your installed Radware products through Customer support at www.radware.com.
Table 7 - Global Support Contacts Technical Support Contact Numbers North America Asia & Pacific United States & Canada (24x7) 1 877 236 9807 Australia 1 800 235 895 China 1 0800 490039 Local (US) or Mexico 1 646 200 5899 Hong Kong 800 965892 India 186030000010 All Other Countries +972 3 7668686 J apan 0053 1 800063 +972 3 7668686 Secondary Support Line (to NJ , USA) +1 201 785 3291 4 Malaysia 1800 803968 South America New Zealand 800 441490 Brazil 0897222010 Philippines 1800 11141017 Peru 0800 50777 South Korea 82 2 3452 1240 Chile 1 2300207521 Singapore 800 9722031 All Other Countries +972 3 7668686 Taiwan 00801 972119 Secondary Support Line (to NJ , USA) +1 201 785 32913F 4 Thailand 800 120663926 All other Countries +972 3 7668686 Europe, Middle East & Africa Austria 0800 293591 Luxembourg 800 29732 Belgium 0800 77112 Morocco 002110012 code 2274 Denmark 808 83293 Netherlands 0800 249857 Egypt 7955770 code 2284 Norway 800 16638 Finland 0800 115564 Portugal 800 819597 France 0805 701005 South Africa 800 994930 Germany 800 1827169 Spain 900 941875 Greece 0800 125577 Sweden 020 792187 Israel 03 7668686 Switzerland 800 563059 Hungary 06 80015073 Turkey 8001 42038250 Italy 800 786016 Ukraine 000132103 J ordan 18800001 code 2066 United Kingdom 800 0968875 All Other Countries +972 3 7668686 Secondary Support Line (to NJ , USA) +1 201 785 3291 4
4 Use only if a technical problem occurs with the local number listed for the region.
Radware Certainty Support Guide Page 32 Cas e R eporting Service Requests can be submitted to Radware Technical Support by telephone, email, or web. All requests are entered into an Oracle-based Case Management System where a unique Service Request number is assigned for updating and tracking purposes. A valid Support Agreement and device Serial Number or MAC address are required to receive prompt assistance. The engineer assigned to the request will advise if any additional information is needed to help resolve the issue.
If your Radware device is not working properly, or you need to make changes to your environment, or your Radware device must be replaced, contact Radware Technical Support to open a Service Request. When opening a case, you will need to provide the following information: Contact name, email address, and phone number Company name Serial number and/or MAC address for the device Configuration file and logs, if available A detailed description of your issue, including any error messages, a detailed description of when the problem started and if any changes were made prior A logical diagram of your network, including the IP addresses of Radware devices and any other relevant surrounding devices This information will help validate your service agreement and promptly identify your hardware. If you are unable to locate any of this information, please call Radware Technical Support for assistance. iSupport Customers may also report a device issue to Radware Technical Support via iSupport. iSupport is a web-based support application exclusively available to registered Radware customers from the Customer portal of Radwares website. iSupport is a separate service from the Radware website and requires its own login.
In addition to entering new service requests into Oracle, registered iSupport users can manage previously submitted support tickets, view their installed base, search the technical Knowledge Base, and more.
First-time Radware customers can register for an iSupport account at: http://www.radware.com/isupport/register.asp. You will need your device Serial Number and MAC Address to register. All users must register using this iSupport registration link.
An iSupport user guide along with login information is provided usually within 3 business days of the registration request. Once registered, iSupport users can access the Knowledge Base by clicking on the Support tab from the main page for iSupport at http://www.radware.com/isupport/.
Radware Certainty Support Guide Page 33 S ummary R eporting Methods Below is a summary of the various methods available to report a technical service issue on your Radware device:
Appropriate for critical, urgent issues. During heavy call volumes, may be answered by an operator at a Radware-designated service. A return call to the customer by a Radware representative will occur WITHIN 30 MINUTES 24x7 Email For Radware products: support@radware.com For Alteon products: support@radwarealteon.com Appropriate for non-critical issues, e.g.: general inquiries, requests for technical documentation/ information, schedule support during an upcoming maintenance window 24x7, where online service is available Online Use Online Support Form under Technical Support at: www.radware.com for Radware products (login required) OR www.radwarealteon.com for Alteon products Appropriate for non-critical issues, e.g.: general inquiries, requests for technical documentation/ information, schedule support during an upcoming maintenance window 24x7, where Internet service is available iSupport www.radware.com/isupport/ (separate login required) Appropriate for non-critical issues, e.g.: general inquiries, requests for technical documentation/ information, schedule support during an upcoming maintenance window, view installed base and manage support cases, search knowledgebase 24x7, where Internet service is available
Radware Certainty Support Guide Page 34 S everity Cas e Clas s ifications When a case is first opened, a classification rating is assigned based on problem severity, complexity, system availability, and business impact. The five severity levels are:
E2 Outage Situation Emergency / Network Down. Use of services is completely suspended. No workaround is available E1 - Loss of Redundancy Backup device is down Business Critical Feature/function failure, operations are severely restricted and a workaround is available Major Major Impact Sustained. Product does not operate as designed or limited problem condition exists. Acceptable workaround is available Minor Minor Impact Sustained. Minor condition or configuration issue is present but can be avoided or there is a question or issue related to documentation or other general inquiry.
Radware Certainty Support Guide Page 35 The table below lists severity designations and some representative examples: Table 9 - Severity Classifi cations Severity Classification Radware Case Priority & Definition Possible Examples Critical Alteon Only E1 A problem that severely affects service, capacity/traffic, billing and maintenance capabilities and requires immediate corrective action, regardless of time or day of the week. Total or partial network element outage A reduction in capacity or traffic handling capability such that expected loads cannot be handled Failure resulting in dynamic routing, switching capability or transport loss Any loss of safety or emergency capability (for example, emergency calls such as 911 in North America) Loss of the systems ability to perform automatic system reconfiguration Inability to restart the system Loss of billing/accounting capability Corruption of billing or system databases that requires service affecting corrective actions Other issue that severely affects service, capacity/traffic, billing, and maintenance capabilities or is jointly deemed as such by Radware and the customer.
Radware Certainty Support Guide Page 36
Severity Classification Radware Case Priority & Definition Possible Examples Major Alteon Only E2 A problem that results in potential service degradation and/or total outage. Serious situation not involving service degradation in a live environment, but leading to a total or partial loss of redundancy. Loss of redundancy of critical functions (for example, control, interface, power, cooling) Loss of protection switching capability Short outages equivalent to system or subsystem outages not seriously impacting service and having accumulated durations of greater than two minutes in any 24-hour period, or that continue to repeat during longer periods A reduction in provisioned capacity of 5% and for a cumulative duration of more than 10 minutes per 24 hours Repeated degradation of DS1/E1 or higher rate spans or connections Loss of systems ability to perform automatic system reconfiguration Loss of access to maintenance or recovery operations Any loss of functional visibility and/or diagnostic capability Loss of systems ability to provide any required system critical/major alarms Total loss of access to provisioning Major Business Critical A major degradation of system or service performance that impacts service quality or significantly impairs network operator control or operational effectiveness. Overall network is degraded causing severe limitations to operations or network management software, product has major feature that is not working properly and has only a difficult workaround. Business has been given a workaround but the situation still requires constant attention due to the temporary nature of the workaround Software application/migration issue that prevents the introduction of new services or functionality Billing error rates that exceed specifications Corruption of system or billing databases
Radware Certainty Support Guide Page 37 Severity Classification Radware Case Priority & Definition Possible Examples Major Major A problem that results in a condition that seriously affects system operation, maintenance and administration, etc. and requires immediate attention. The urgency is less than in a Business Critical situation because of a lesser immediate or impending affect on system performance, customers, business operation and revenue. Degradation of any capacity/traffic measurement function; degradation of functional visibility and/or diagnostic capability Degradation of access for maintenance or recovery operations Degradation of the systems ability to provide any required system critical/major alarms Loss of access for routine administrative activity Any system failure without direct immediate impact Intermittent degradation of services; partial loss of access to provisioning Software application/migration issues that do not impact service Reduction in any capacity/traffic measurement function Any loss of functional visibility and/or diagnostic capability Any significant increase in product-related customer trouble reports Follow-up to E1 customer problems Other issue that disrupts or prevents routine system activities or issue that is jointly deemed as a Major event by Radware and the customer.
Radware Certainty Support Guide Page 38
Severity Classification Radware Case Priority & Definition Possible Examples Minor Minor A problem that does not significantly impair the functioning of the system and does not significantly affect service to customers. These problems are tolerable during system use. Service analysis, recorded announcements, operational measurements, maintenance program, or network management problems; or system-related documentation inaccuracies that do not affect call processing Test equipment failures for which a backup or manual alternative can be employed Circuit pack testing issues R es pons e Times The following table summarizes typical response times for service requests by severity level. Table 10 - Response Times by Severity Severity Suggested Reporting Method Response Time E2 Phone <30 minutes E1 Phone <30 minutes Business Critical Phone <30 minutes Major Email, Online or iSupport 5 Within 24 hours Minor Email, Online or iSupport 5 Within 24 hours
5 Response time is within one business day if request is submitted in English. Requests submitted in any other language must first be translated and may exceed the one-business-day response time.
Radware Certainty Support Guide Page 39 On-s ite S upport Next Business Day on-site support by Radware Certified engineers is available to Radware customers purchasing Certainty Support Level 4 (please see the Global Availability Table for exclusions). A Level 4 Certainty Support customer must first call Radware Technical Support and open a case. Radware Technical Support will attempt to diagnose, troubleshoot and resolve the problem remotely. If remote support does not resolve the issue, a Radware Certified engineer can be dispatched to the customer site next business day at no charge to the customer.
4-hour on-site support by a local technician is available (in select areas only) to Radware customers purchasing this option under Certainty Support Level 5. The procedure and conditions for Certainty Level 4 on-site support also apply for dispatching a technician under Certainty Level 5 on-site support.
On-site Support is available to Alteon customers via Return Material Authorization (RMA) as CL5+or CL5-S expanded service. The CL5 expanded service offers Alteon customers two options: H/W Replace w/Labor 4-HR/Same BD Mon-Fri H/W Replace w/Labor 4-HR Sun-Sun The RMA On-site Support option will be processed according to the level of service purchased by each Alteon customer. Please refer to the RMA section in this Guide for more details. S pare Unit On-s ite Option Certainty Support Level 5 includes an option for a spare unit to be located at the Customer site. In order to take advantage of this offering, at least 4 similar units at a common location must be covered under Certainty Support Level 5. Similar units are defined as units belonging to the same product family (for example, LinkProof or CID) and having the same hardware configuration (platform and port configuration).
Radware will provide a single spare unit for all sites at which at least 4 similar units are covered by Certainty Support Level 5 as described above. This unit will be located at the customer site, but remains Radware property and must only be installed in a production environment upon authorization from Radware Technical Support. Radware Technical Support will provide this authorization following proper case diagnostics that may indicate the presence of a hardware failure.
Radware Certainty Support Guide Page 40 Planned Technical S upport (PTS ) Planned Technical Support (PTS) is a service that allows customers to arrange, in advance, for Radware dedicated technical support. Support can be scheduled during a change window or other convenient time for assistance with basic configuration changes, software version updates, maintenance or other similar operational support on eligible Radware products.
PTS is provided to existing Radware customers located in the U.S. and holding valid Level 3 through 5 Certainty Support agreements. Service may be scheduled at any time, 24 hours a day and 7 days a week, with 5 business days advance notice. Up to a 4-hour block of time may be scheduled, if needed.
PTS service requests, like standard requests, are entered into a Case Management System to ensure proper tracking and exceptional handling through completion. There is no additional charge for this value-added service for existing U.S. customers with eligible Radware products and valid coverage, as defined above.
Note, the PTS Program is not available for installations of new devices or in lieu of Professional Services offered by Radware. If a new installation, consultation or other assistance with large, complex configurations is required, please contact Radware Sales for more information on Implementation Support Programs. Scheduling PTS Service PTS service must be scheduled in advance by contacting the Radware Technical Assistance Center at 1-877-236-9807 or by sending an email request to PTS@radware.com at least 5 business days in advance of the planned support.
A Support Engineer will contact the customer within 1 business day of receipt of the PTS request to coordinate details for dedicated support. Up to 24 hours prior to the scheduled date, an email confirmation will be sent to the customer containing specific information related to the planned service.
Radware Certainty Support Guide Page 41 R eturn Material Authorization (R MA) Overview Once a case is opened as explained under Case Opening Guidelines above, Radware Technical Support will attempt to perform a series of steps to diagnose the issue and restore the device to its normal operation. However, if the support engineer is unable to recover the device and further determines the issue is caused by hardware failure, the engineer will inform you that the unit must be returned for repair or replacement and will update the status of your Service Request accordingly.
To initiate the RMA process, you must complete the online RMA Form that is automatically sent by the Case Management System as a URL link to the contact email address on file. The URL link is dynamic and will change when a new RMA case is authorized by Radware Technical Support.
Once the online RMA Form is submitted, it will be processed based on the terms of your service contract. Generally, For a unit covered by Same Day or 4-Hour service, with or without on-site Labor, or to activate an on-site spare, please call Radware Technical Support at any time for assistance: Table 11 - Contacts for an RMA Case Region Number Toll-free (US): +1 877 236 9807 Local (US): +1 646 200 5899 International: +972 3 766 8686 Other Local Numbers: www.radware.com/Customer/GlobalSupport.aspx If you are in North America, South America, Central America, the surrounding islands or Hawaii, the completed RMA Form must be received by Radware Technical Support by 4:00 pm Eastern Time. If you are in the rest of the world, the completed RMA Form must be received by Radware Technical Support by 6:00 pm Israel Local Time. For all repairs, the device will ship with the latest factory software release which may not be the same version as the software received from the customer's defective unit. Radware provides a six-month repair warranty. In the event the device incurs an RMA within the 6-month repair warranty period, Radware will replace the device and no longer attempt to repair it.
Radware Certainty Support Guide Page 42 RMA Process by Certainty Support Levels Certainty Support Level 1 and Level 2 provide for repair or replacement of a faulty device. The customer must first send the unit to the Radware-designated repair center. Radware will then analyze the unit and repair it, if possible. If the unit cannot be repaired, a replacement unit will be sent to the customer. The customer will be notified of the status of the defective unit within 5 business days of receipt.
Certainty Support Levels 3 through 5 also provide for repair or replacement of a faulty device. In addition, Radware advances a unit replacement to the customer and pays for return shipping of the faulty device to a Radware service center. Once the completed RMA Form is received by Radware Technical Support, a replacement unit is dispatched from one of our global warehouse centers to arrive within the timeframe indicated in the Global Availability Table for the Certainty Level purchased. The defective unit must be returned to Radware within five (5) business days from the date the case was opened using the return label included in the advance replacement. Failure to return the defective unit to Radware within this timeframe will result in an invoice to the customer for the full cost of the replacement unit. Please note, non-consecutive renewal orders (lapse in coverage) for Certainty Support Level 3 and above are entitled for Next Business Day Advanced replacement only after fourteen (14) business days from the order renewal date.
On-site spare devices provided by Certainly Level 5 coverage remain Radware property and must only be installed in a production environment upon authorization from Radware Technical Support. Radware Technical Support will provide this authorization following proper case diagnostics that may indicate the presence of a hardware failure. Please note, once the on-site spare device is installed, Certainty Support coverage transfers from the failed device to the newly installed device and the RMA replacement shipped for next day delivery becomes the new on-site spare. RMA Process for Alteon Products RMA for an Alteon product is subject to the same conditions explained above in the RMA Overview section. In addition, if the faulty unit is not covered by a valid support or warranty agreement, a cost estimate for the required service will follow and the RMA will be processed accordingly. Dead on Arrival (DOA) A device is considered Dead on Arrival (DOA) if hardware failure occurs within thirty (30) days of its ship date. The countries of J apan, Hong Kong, China and Taiwan are the only exception to this policy. In these Asia-Pacific countries, a device is eligible for DOA designation within ninety (90) days from its ship date.
In the event of a DOA situation, the RMA Procedure for Certainty Support Levels 3 through 5 would apply and delivery of the replacement unit would be subject to the guidelines of the Global Availability Table contained in this document.
Radware Certainty Support Guide Page 43 S tandard Warranty Radware hardware products are warranted against defects in material and workmanship for a period of one year from date of shipment. Radware software carries a standard warranty that provides bug fixes for up to 90 days after date of purchase.
For hardware warranty service or repair, the product must be returned to a service facility designated by Radware. Customer shall pre-pay shipping charges to Radware and Radware shall cover shipping charges in returning the product to the customer. Please see specific details outlined in the Standard Warranty section of the customers purchase order. E xtended Warranty Radware offers an extended warranty to process an RMA request in the event of hardware failure following termination of the Standard Warranty. The extended warranty is available through the Certainty Support Program.
Radware Certainty Support Guide Page 44 R adware Alteon 5-Year S upport 6 As a valued customer, Radware fully respects your requirements and strives to support your current and future plans. Therefore, we provide you with a 5-Year Support Plan guaranteeing no end of support (EoS) of Radware Alteon models for 5 years as of March 31, 2009.
Business benefits Key business benefits provided for the five-year period: Ensure your ADC platform is continuously supported using our 24x7 Follow the Sun, world-class support located in the US, Israel, and India Eliminate risk of replacing your ADC platform due to unexpected support termination Guarantee your business-critical applications infrastructure is continually maintained enabling optimal productivity Benefit from ADC-centric TAC team which includes many Alteon experienced specialists providing expert-level know how and best practices Comprehensive on-going support including hardware RMA, maintenance software releases and feature releases Supported Alteon models The following Radware Alteon models are supported: Radware Alteon Application Switch 2208 Radware Alteon Application Switch 2216 Radware Alteon Application Switch 2224 Radware Alteon Application Switch 2424 Radware Alteon Application Switch 2424-SSL 7 Radware Alteon Application Switch 3408
6 Starting March 31, 2009. 7 VPN functionality in Alteon 2424-SSL is provided to assist you with backward compatibility. However, Radware does not support this functionality. For support for VPN functionality, please contact Nortel.
Radware Certainty Support Guide Page 45 The scope of the Radware Alteon 5-Year Support Plan 8 Hardware RMA includes full support for the Alteon Application Switch (formerly known as NAS) and Alteon Application Accelerator (formerly known as NAA) product lines, and their relevant software modules, including: TAC support on supported OS versions Feature and maintenance software releases Contact Radware Technical Support by phone with any additional questions on the 5-Year 9
Support Plan. For a telephone listing near you, please visit us at: http://www.radware.com/Customer/TechnicalSupport.aspx or contact us via email at support@radware.com or support@radwarealteon.com. S upport for MD and E oL Alteon Products Radware provides a special support option for certain products designated Manufacturing Discontinued (MD) or End of Life (EoL) by Nortel.
1. The special support option applies to the following Alteon products:
Table 12 - Technical Support Avail able for MD/EoL Al teon Products Product Nortel Product Status Manufacturing Discontinued EoL Last supported software version 180 EoL N/A Dec. 31, 2011 8.0.35 180 Plus EoL N/A Dec. 31, 2011 8.0.35 180E MD Dec. 31, 2010 Dec. 31, 2011 10.0.33.4 AD3 MD Dec. 31, 2010 Dec. 31, 2011 10.0.33.4 AD4 MD Dec. 31, 2010 Dec. 31, 2011 10.0.34.1 184 MD Dec. 31, 2010 Dec. 31, 2011 10.0.34.1 Alteon SSL Accelerator 100, 310 MD Feb. 1, 2004 J une 30, 2009 4.2.1 Alteon SSL Accelerator 410 MD Nov. 30, 2004 Nov. 30, 2009 4.2.1 Alteon SSL Accelerator FIPS MD April 30, 2005 April 30, 2010 4.2.1
8 Starting March 31, 2009. 9 Starting March 31, 2009.
Radware Certainty Support Guide Page 46 2. The special support option consists of telephone support and hardware Return Material Authorization (RMA) processing. Software upgrades are not available as these products are considered MD or EoL. 3. The special support option can be renewed till the end of 2009 for a period of one year. 4. Radware may extend the support renewal beyond the end of 2009. Radware will announce the list of MD/EoL products that their renewal is extended during Q4 2009. 5. The special support option cost is 4% less than the current support level cost. For example, if the current support cost is 12% of product price, the new support cost will now be 8% of product price. 6. If the device is currently not under a support plan, the special support option is available if the device is proved to be working and connected to the network 10 Below is a list of products, announced Manufacturing Discontinued (MD) or End of Life (EoL) by Nortel, that are NOT supported: . Link Optimizer Accelerator Cache Content Cache Content Director Content Manager In addition, Virtual Services Switch (VSS) 5000 was not released by Nortel and is not supported.
10 To verify the device is working and connected to the network, a Radware support engineer should connect to the device and prove it is operational through the use of SSH or other remote method or through an on-site visit.
Radware Certainty Support Guide Page 47 Technical Team Overview Radware Technical Support consists of 4 Tiers of support, all staffed by Radware Engineers. Table 13 - Technical Service Teams Team Role Tier 1 Customer Service Representative coordinates inbound calls to the Technical Assistance Center (TAC) Assists with SR creation & updates, verifies contract information, handles general inquiries, etc. Direct customer interaction Tier 2 Works all support cases escalated by Tier 1 Direct customer interaction Tier 3 Works all support cases escalated by Tier 2 engineers Provides on-site support based on support level purchased Direct customer interaction Tier 4 Works support cases requiring advanced replication & testing Direct interface to R&D teams Indirect customer interaction
Tiers 1, 2 and 3 are the initial point of contact and address 92% of all customer inquiries. Questions range from product capability through complex design and configuration issues. These teams are primarily located in the US, India, and Israel.
Tier 3 support is also provided by Radwares globally deployed Systems Engineering and Post Sales Support Teams. Local Systems Engineers provide on-site support where available.
Tier 4 handles all product related issues that require advanced testing or possible resolution by Research & Development (R&D). In addition to a direct interface to R&D, Tier 4 has access to Radwares Test & Integration Lab for problem replication and testing.
Radware Certainty Support Guide Page 48 Technical Cas e E s calation After performing the required system triage, the support engineer either identifies the problem or outlines a solution plan. However, if neither is possible, the engineer will proactively escalate the Service Request.
Escalations by Certainty Support Level are explained in the following tables:
2 hours Follow-up: Every 1 hour 1 hours Follow-up: Every 1 hour 12 hours Follow-up: Continuously E2 Immediately
4 hours Follow-up: Every 3 hours 4 hours Follow-up: Every 3 hours 12 hours Follow-up: Continuously Business Critical Immediately
8 hours Follow-up: Every 8 hours 4 hours Follow-up: Every 8 hours 12 hours Follow-up: Continuously Major Immediately
12 hours Follow-up: Every 12 hours 12 hours Follow-up: Every 12 hours 12 hours Follow-up: Continuously Minor Immediately
48 hours Follow-up: Every 72 hours 120 hours Follow-up: Every 72 hours 12 hours Follow-up: Continuously
All times represent maximum amounts that will lapse before escalation to the next level Tier, provided the following conditions are met: The resources currently working the issue have made little to no progress on the issue and have not identified a plan to do so The customer has provided all requested data and procedures
Radware Certainty Support Guide Page 50 Managerial Cas e E s calation Senior engineers handling a case may deem it necessary to escalate the technical issue internally to members of the Management team at their discretion. However, despite best efforts by the various teams involved in responding to the issue, a customer may still feel the need to escalate the issue to a manager. Managerial Case Escalation may be requested by the customer at any time by submitting an email to: support_manager@radware.com.
Please allow the appropriate level of Radware TAC Management a minimum response time of twelve (12) hours when emailing. You must provide the Service Request number, if discussing an existing case, and the reason for requesting case escalation. The TAC Manager on duty will take ownership of the request, respond to your inquiry and/or feedback, and further escalate the matter, if necessary see Other Managerial Notifications.
Customers can also request an in-depth review and provide additional comments concerning the handling of their case using Customer Satisfaction Surveys sent upon closure of every SR, which is also reviewed by members of TAC Management.
Other Managerial Notifications Radware TAC Management may deem it necessary, at their discretion, to notify other company officials of a technical issue. Case-by-case notifications will occur based on the following notification sequence:
1. TAC Manager 2. Director, Global Technical Services 3. COO 4. CEO Immediate 4 hours 48 hours 72 hours
Anomalies A technical service issue that does not meet the guidelines prescribed in this document will be considered an anomaly and subject to further evaluation by the Management team.
Radware Certainty Support Guide Page 51 Radware Implementation Support For customers who are pressed for time or are looking for an extra level of assurance when deploying their ADCs, Radware offers the support of our dedicated engineering staff. These professionally trained ADC experts work hands-on with customer staff and are fully committed to successful deployment of the solution. Implementation Support is offered on a fixed price basis for Implementation Services or on a Time and Expense basis for Professional Services. Implementation S ervices This comprehensive service provides a methodical approach toward the successful installation of Radware solutions at customer sites:
Requirements & Solution Review. A Radware Engineer contacts the customer prior to arriving on-site to confirm the overall solution planned for deployment has been fully assured. This review includes a discussion of the requirements, review of the product(s) planned for deployment, and review of the proposed logical addressing for integration of the product. Quick-Start Training. Upon site arrival, the Radware Engineer provides a hands-on walkthrough of the Radware product, using both the Radware management and monitoring tool, Insite, as well as the Command Line Interface. Throughout the training, the Engineer will identify how to configure key features and interpret key statistics and diagnostics. Solution Implementation. The Radware Engineer configures the unit(s) according to the agreed-upon plan, guiding the customer through the entire process. Once the units are configured and activated in the customer environment, the Radware Engineer will support the customer during any planned application, load, or failover / recovery testing. Implementation Services includes one day of on-site support and configuration support for up to 4 units per site. For more complex implementations, please contact Radware Sales for a Professional Services quote. Profes s ional S ervices (Time and E xpens e B as ed S upport) For customers requiring support beyond what is provided by Implementation Services or Radware Technical Support, Radware offers Professional Services. A Professional Services engagement is pre-negotiated and priced on a per-day or per-hour basis. The project can include any of the following activities: design consultation, complex ADC implementation, on-site troubleshooting and network analysis, and remote monitoring. Please contact Radware Sales for further information on Professional Services availability.
Radware Certainty Support Guide Page 52 Training and Certification Radware offers a comprehensive APSolute
Application Delivery accreditation program that goes beyond basic product training. Training utilizes a combination of lectures, hands-on lab exercises and analysis of real world designs and troubleshooting scenarios.
Training is offered at various locations throughout the world and covers the entire Radware product line. On-site training is also available see Custom Training later in this section.
Please visit the Training section of the Radware website to enroll in a course at: http://www.radware.com/Customer/Training/default.aspx.
Send general training and certification inquiries to training@radware.com. AppWall (2 Days ) This course covers the AppWall product. It also includes an introduction to Web Application Security.
Learn how AppWall helps you to enable PCI compliance by mitigating Web application security threats and vulnerabilities to prevent data theft and manipulation of sensitive corporate and customer information. See how AppWall incorporates advanced, patent-protected Web application security filtering technologies to seamlessly detect threats, block attacks and report events. Gain knowledge to plan an AppWall installation and configure the device.
Pre-requisites include familiarity with common network terminology, TCP/IP addressing & routing, and Internetworking concepts is required. LinkProof (2 Days ) This course covers the LinkProof Product Line and end-to-end multi-homing plus an introduction to Application Security and Bandwidth Management for Connectivity solutions.
During this course, you will learn to enable uninterrupted and cost-effective communications from your central headquarters to your remote branch offices. You will also discover ways to ensure full link availability, security, and optimized utilization for all connections resulting in accelerated application performance and a reduction in connectivity costs end-to-end. For central site implementations, you will be taught how to keep the enterprise fully connected while cutting Internet link operation costs.
Attendance at this course, passing a hands-on practical test, and successful completion of the certification exam is required to earn the Radware Certified Connectivity Specialist (RCCS) certification.
Radware Certainty Support Guide Page 53 Defens ePro (2 Days ) This course covers DefensePro and SecureFlow products.
Learn how to isolate, block and prevent application level attack, coupling unmatched security performance with advanced security intelligence. Understand how to securely connect and protect all mission-critical applications by immediately thwarting viruses, intrusions, Trojans, worms and Denial of Service attacks. Learn how to eliminate security tool vulnerabilities and bottlenecks across all combined security architectures, overcoming the security versus performance trade-off for fault tolerant and highly scalable defense.
Attendance at this course, passing a hands-on practical test, and successful completion of the certification exam is required to earn the Radware Certified Security Specialist (RCSS) certification. AppDirector (Level 1 & Level 2) The Level 1, three-day course covers local server load balancing and transaction acceleration with AppDirector.
Learn the skills necessary to enable the full availability, highest performance and complete security of all mission-critical applications and transactions driving your enterprise.
Attendance at this course, passing the hands-on practical lab test, and successful completion of the certification exam is required to earn the Radware Certified Application Specialist (RCAS) accreditation.
The Level 2, four-day course covers advanced configurations and troubleshooting in local server load balancing, transaction acceleration as well as global server load balancing with AppDirector. The course also provides an introduction to bandwidth management and application security.
The prerequisite for attending this advanced training is successful completion of the Radware AppDirector Level 1 course. Successful completion of this advanced course, which includes hands-on goals, as well as successful completion of the certification exam is required to earn the Radware Certified Application Expert (RCAE) accreditation.
Radware Certainty Support Guide Page 54 Alteon (Level 1 & Level 2) Radware Alteon Level 1 training is for technical staff involved in the installation and maintenance of a Radware Alteon ADC switch, models 2208 to 5412. The course begins with a general overview and includes a detailed review of required steps using CLI and GUI user interfaces. It covers Load Balancing (LB) for Layer 4 and Layer 7 protocols using even distribution or persistent policies. Standalone as well redundant LB using VRRP protocol is explained in detail. SSL offloading basics using the 2424-SSL device, installing and updating certificates, and onboard debugging are also covered in the 3 -day course. All topics are explained in theory and implemented using hands-on lab exercises via remote access to a virtual lab.
As a course prerequisite, delegates must have knowledge of networking IP and routing protocols. A lab exam at the end of this course is available, which meets the second of three accreditation requirements leading to the Radware Certified Switch Specialist (RCSWS) accreditation.
Radware Alteon Level 2 training is for technical staff involved in the installation and maintenance of a Radware Alteon ADC switch, models 2208 to 5412. The course reviews standalone Load Balancing (LB) and redundant LB using VRRP protocol covered in the Level 1 course and continues with Bandwidth Management, Global Server Load Balancing, and Firewall Load Balancing. Setup of SSL offloading using the 2424-SSL device is an important topic covered in this 4-day advanced course as well as software upgrades for ADC and SSL features, advanced debugging, and installation and configuration of Intelligent Traffic Management. All topics are explained in theory and implemented using hands-on lab exercises via remote access to a virtual lab.
Course prerequisite is successful completion of the foundation course (#500-101) or a minimum of one (1) year switch installation and maintenance experience.
Level 1 and Level 2 course schedules are available from the Alteon Training center at: http://www.radwarealteon.com/support1/training/. Cus tom Training Radware offers all its courses as on-site training with a curriculum tailored to the customer's specific application switching solution. Radware provides all necessary equipment to conduct the hands-on portion of the training. Students are required to bring their laptops. Custom training is limited to a maximum of eight students.
Learn more from the training section of our site at: http://www.radware.com/Customer/Training/default.aspx.
Radware Certainty Support Guide Page 55 Cours e S chedules & R egis tration Course schedules and registration are published on the Radware training center. Other relevant information is also available on the site. Please visit http://www.radware.com/Customer/Training/default.aspx or http://www.radwarealteon.com/support1/training/ for Radware Alteon training information in your area. Certification Certifications are administered by Radware in-house. To be eligible, certification candidates must meet the following criteria:
Complete certification training Pass the corresponding hands-on lab exam Pass the online exam
Detailed testing instructions are sent to eligible participants upon meeting certification requirements.
For more information about course schedules and certification, please visit the online training center at: http://www.radware.com/Customer/Training/default.aspx.
Radware Certainty Support Guide Page 56 Notes
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