Endian Maintenance

www.endian.com
 Endian Maintenance

Maintenance Packages

Endian offers a comprehensive range of highly qualified support services, a must for every security solution. You can get support either
directly from Endian or through one of our worldwide partners, depending on the maintenance package of your choice:

Standard Maintenance is suited for organizations requiring support that covers all the severity levels. First-level support is handled by an
Endian partner or reseller and any additional support can be obtained on-line or via e-mail.

Advanced Maintenance is designed for organizations that require a higher level of support. This package includes phone support, remote
live assistance from an Endian engineer and extended hardware warranty with instant hardware replacement.

Premium Maintenance is designed for organizations with mission-critical networks requiring the highest level of support. In addition to the
features of the advanced maintenance package, it offers direct access to the Endian support team with highest priority.

Standard Advanced Premium

Comparison of Endian Maintenance Packages
Maintenance Maintenance Maintenance
Updates
Security updates Yes Yes Yes
Minor and Major version upgrades (feature improvements) Yes Yes Yes
Antivirus signatures Yes Yes Yes
Content filter URL blacklist Yes Yes Yes
Endian Network
Centralized updates and upgrades Yes Yes Yes
Centralized system access and management Yes Yes Yes
Response Times
Severity Critical 1 business day 4 business Hours TBD*
Severity High 1 business day 4 business Hours TBD*
Severity Medium 2 business days 1 business day TBD*
Severity Low 3 business days 2 business days TBD*
Support Options
Coverage 8x5 (Mo-Fr 9:00 Am to 5:00 PM) Yes Yes Yes
Coverage 24x7 - - TBD*
Unlimited Support Tickets Yes Yes Yes
Knowledge Base Yes Yes Yes
Online Manuals Yes Yes Yes
E-mail/Web Yes Yes Yes
Phone - Yes Yes
Remote live assistance - Yes Yes
Hardware warranty extension - Yes Yes
Instant Hardware replacement - Yes Yes
Direct 1st level support by Endian - - Yes

Endian Support Severity Level Definitions

Severity Appliance Status Business Impact Description
Customer's Endian Firewall is down or experiencing a consistent mea-
Critical Down Severe
surable performance impact
Customer's Endian Firewall is experiencing intermittent failure or degra-
High Up Significant
dation of performance
Issues that do not affect normal Endian Firewall operation, workaround
Medium Up Minor
available
Low Up Little/None Questions, Information, Documentation, How-to requests

* To Be Discussed with Endian, can be customized based on customer requirements.

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The Endian Maintenance Advantage

Whats Included with Endian Maintenance?

Endian Network
The Endian Network is a centralized portal to monitor and manage all of your Endian Firewall de-
vices. If one of your Endian Firewall devices has hardware or software service issues, Endian Net-
work will alert you so you can react fast and mitigate issues before they cause significant problems.
A great tool for Endian resellers as well since it also allows you to completely manage user admini-
stration and determine Endian Network access you (as a reseller) provide to your customers.

Endian Updates
Keep your Endian Firewall devices as up-to-date as possible to keep your networks and users pro-
tected from modern day threats. This includes all Endian Firewall security services like antivirus,
intrusion detection signatures, and URL blacklists (content filtering). Just as importantly, Endian main-
tenance includes all security updates to every Endian application so that you can keep the devices
protecting your network safe from security vulnerabilities.

Endian Upgrades
Why is Endian Firewall the best open source UTM on the market? Its simple, were always looking
to make our product better and enhance the functionality of our software whether its through our
own development or utilizing the power of the Endian (and open source) community! With Endian
Maintenance, you get each and every upgrade and improvement we make to our product and
Endian Network makes the deployment to your device(s) as simple as point-and-click.

Endian Support
Endian Support is comprised of the best and brightest Endian support engineers who are devoted
to supporting the rapidly growing number of Endian Firewalls all over the world. We offer a
broad range of support options that range from a basic support package to our premium support
services that include direct phone service as well as remote live assistance from an Endian support
engineer.
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Frequently Asked Questions (FAQs)

Why should I pay for Endian (and Endian Maintenance) when I can just use the Community
Version for free?
While the Endian Community version of our product is a great solution for home users and small businesses, there is a significant (and
necessary) demand for the type of services and functionality we only offer in the commercial version of our product. Security updates,
feature upgrades, and access to Endian support can be critical to an organizations ability to support and manage their network and
end-users. Not to mention you get some of our great applications built exclusively for the Endian platform that we dont include in our
Community Version like:

Endian Hotspot Endian Network

VLAN (802.1Q) Support High Availability (Active/Standby)

WAN Failover for USB Broadband Modems Advanced Web Security (Group-based and time-based access control)

Advanced Policy Routing (MAC, Interface, Protocol, or Port) Live Log Viewer (AJAX)

What happens if I choose not to renew my Endian Maintenance?

Endian Hardware Appliance:
With the Endian Hardware appliance you are required to purchase at least one year of maintenance. After the first year, maintenance is
optional and at the customers discretion. Should you decide not to continue your Endian Maintenance, your device will remain fully functional;
however, you will lose access to Endian updates/upgrades, hardware warranty, and all new Endian Firewall feature sets.

Endian Software Appliance:

With the Endian Software appliance you are required to purchase at least one year of maintenance. Should you decide not to renew
your maintenance, your software will remain fully functional; however, you will also lose access to Endian updates/upgrades and all
new Endian Firewall feature sets.

Can I purchase the Enterprise Version without maintenance?

No. You must purchase at least one year of maintenance for either the Endian Hardware of Software appliance. Whether you choose to use
Endian Maintenance after that will be determined by how happy you are with our product and those services you receive so its always in
our best interest to make our support services the best!