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 online 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.
| Comparsion of Endian Maintenance Packages | Standard Maintenance | Advanced Maintenance | Premium Maintenance | |
| Updates | ||||
| Security updates |  |
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| Minor and Major version upgrades (feature improvements) | |
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| Antivirus signatures | |
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| Content filter URL blacklist | |
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| Endian Network | ||||
| Centralized update and upgrade | |
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| Centralized system access and management | |
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| Response Times | ||||
| Severity Critical |
1 business day |
4 business Hours |
TBD* |
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| 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* | |
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| Severity | Appliance Status | Business Impact | Description | |
| Critical | Down | Severe | Customer's Endian appliance is down or experiencing a consistent measurable performance impact | |
| High | Up | Significant | Customer's Endian appliance is experiencing intermittent failure or degradation of performance | |
| Medium | Up | Minor | Issues that do not affect normal Endian appliance operation, workaround available | |
| Low | Up | Little/None | Questions, Information, Documentation, How-to requests | |
* To Be Discussed with Endian, can be customized based on customer requirements
What’s Included with Endian Maintenance?
Endian Network The Endian Network is a centralized portal to monitor and manage all of your Endian UTM devices. If one of your Endian UTM devices has hardware or software service issues, Endian Network 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 administration and determine Endian Network access you (as a reseller) provide to your customers.
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Endian Updates Keep your Endian UTM devices as up-to-date as possible to protect your networks and users from modern day threats. This includes all Endian UTM security services like antivirus, intrusion detection signatures, and URL blacklists (content filtering). Just as importantly, Endian maintenance includes all security updates to every Endian application so that you can keep the devices protecting your network safe from security vulnerabilities.
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Endian Upgrades Why is Endian the best open source UTM on the market? It’s simple, we’re always looking to make our product better and enhance the functionality of our software whether it’s 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.
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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 UTMs all over the world. We offer a broad selection 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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