Remote Expert Installation Service for Symantec Mail Security 8300

Transcription

1 Remote Expert Installation Service for Symantec Mail Security 8300 Symantec Mail Security 8300 appliance and Multi-Tier Protection bundle 1. What is REIS? Why should a small business be interested in this service? Symantec Remote Expert Installation Services (REIS) provide small businesses with a low cost, expert installation and configuration service for the Symantec Mail Security 8300 appliance, which is also part of the Symantec Multi-Tier Protection bundle. This Symantec Remote Expert Installation Service offering delivers a multitude of important benefits for small business. Some of the most common benefits are: Fast, easy, expert installation and configuration by Symantec experts, increasing the speed and convenience of installing to the latest technology Reduced risk associated with new implementations Service delivery at a conveniently scheduled time A thorough post-installation customer acceptance checklist to ensure customer satisfaction Knowledge transfer and product orientation facilitate via a Symantec expert and specialized documentation Accelerated time to value on Symantec Mail Security 8300 appliance 2. Does Symantec Remote Expert Installation Services for Symantec Mail Security (SMS) cover all Mail Security products, such as SMS for Microsoft Exchange and SMS for Domino? No. This REIS only covers installation and configuration for the SMS 8300 appliance. 3. Does the service cover deployments of SMS 8300 Virtual Edition? Yes. However deployments are limited to VMware ESX Server only. 4. What are the deliverables of REIS? How are the REIS services delivered? This Symantec Remote Expert Installation Service is delivered via remote broadband network access. The service provides a comprehensive technical implementation including a pre-installation session with a Symantec specialist and delivery of the service at a scheduled time convenient to the customer. Once the configuration of the SMS 8300 appliance is completed, the service concludes with thorough verification testing, a post installation customer acceptance checklist and product orientation to help familiarize the customer with the product usage. 5. What service options are available with REIS for the SMS 8300 appliance? Basic Service Basic Remote Expert Installation Service for a Single SMS 8300 appliance - Configuration of a single control center and scanner combo appliance Page 1 of 6

2 Extended Services Extended Remote Expert Installation Service for an additional SMS Scanner Extended Remote Expert Installation Service for SMS LDAP & group policies - Configuration of up to 2 LDAP sources (one for authentication one for synchronization) and up to 4 group policies Extended Remote Expert Installation Service for SMS compliance rules for configuration of up to three compliance policies including: - One to filter files - One to leverage included policy templates - One to filter files based on key words 6. What Basic and Extended services do I need to order? Provided below are some examples of typical needs. 7. What does each service include? Basic Service Register appliance with license file provided Download and apply latest software update if needed Page 2 of 6

3 7. Basic Service - continued Configure additional network parameters if needed - Additional NICs - Proxy servers - Relay hosts - DNS servers - NTP servers Configure appliance to service up to 5 domains Explain default group policy actions and configure to customer s preference Demonstrate how to create groups and group policies Explain usage of Allowed/Blocked senders Extended Services Extended Remote Expert Installation Service for an additional SMS Scanner Register appliance with license file provided Download and apply latest software update if needed Configure additional network parameters if needed: - Additional NICs - Proxy servers - Relay hosts - DNS servers - NTP servers Register scanner with control center Extended Remote Expert Installation Service for SMS LDAP and group policies Configuration of up to 2 LDAP sources and up to 4 group policies Extended Remote Expert Installation Service for SMS compliance rules Configuration of up to 3 compliance policies include: - One to filter files - One to leverage included policy templates - One to filter files based on key words Page 3 of 6

4 8. How much does REIS cost? Pricing is as follows: Basic Service Basic REIS for a Single SMS appliance MSRP $249 Extended Services Extended REIS for an additional SMS Scanner MSRP $99 Extended REIS for SMS LDAP and group policies MSRP $149 Extended REIS for SMS compliance rules MSRP $ I understand that REIS offering is targeted at Small and Medium Business (SMB). However this is a broad category. Who within SMB is this suitable for? REIS for SMS is best suited for small businesses with up to 250 employees. Larger customers should contact their Partner or Symantec Consulting Services for assistance with the installation of larger implementations. 10. When can I expect to receive the service after purchase? When and how should I schedule it? Upon completion of your purchase of REIS, Symantec sends you a certificate confirming your purchase as well as the terms and conditions of REIS, and a Welcome Packet. Once you receive these materials, please call to schedule your service. The attendant will request your address in order to mail you a Pre-Installation Checklist and your phone number so that an engineer can contact you to schedule your installation service. The Pre-Installation checklist must be received no later than 24 hours prior to the scheduled installation appointment. The installation will be performed remotely, via a web ex type session. Once the installation is completed, the engineer will ask you to complete a post installation checklist and will leave you with critical installation information. Finally, a customer satisfaction survey will be mailed to you for feedback regarding your installation experience. The right to receive the Remote Expert Installation Service is valid for a period of 90 days from the date of purchase. After 90 days, the rights to receive REIS will expire, and no refunds will be permitted. Please refer to current REIS datasheet available at for a step by step process of what to expect after purchasing REIS. 11. What are the Service Eligibility requirements for REIS? Customers are eligible for the delivery of the Remote Expert Installation Service if they meet the following prerequisites: Customers must have an active Symantec Mail Security Support Maintenance Agreement in place i.e. Basic or Essential Support. Symantec per incident support does not constitute a maintenance agreement. Customers must agree to the conditions identified in the Customer responsibilities section of this data sheet and the Certificate. Please refer to the current REIS for SMS datasheet available at for the most up to date list of Service Eligibility requirements and conditions for the service. Page 4 of 6

5 12. When and where is the REIS available for purchase? The Remote Expert Installation Service is currently available to new and existing Symantec SMS customers with valid Symantec Maintenance Contracts in North America only. 13. What are the customer responsibilities for the successful completion of remote installation? Customers are responsible for fulfilling the following requirements: Be properly licensed for the SMS 8300 appliance Have an existing or new functional/operational server which meets the hardware prerequisites and is preconfigured with an operating system, relevant service packs and hot-fixes, on which SMS can be installed and configured (for the SMS 8300 Virtual Edition only) Have firewalls, routers, and switches are set up so that they enable remote control connectivity from Symantec networks Back up all existing data and programs on affected systems and complete the subsequent recovery operations. Symantec has no liability for loss or recovery of data or programs Review, complete, and provide the pre-installation checklist to Symantec Ensure that all service eligibility prerequisites have been met Assign a designated individual who: - Has authorization to grant all approvals, provide information, and ensure the availability of all hardware, firmware, and software that Symantec will need in order to deliver these services - Has ensured that SMS for the platform in question is properly licensed - Is available to assist Symantec in facilitating the delivery of the service Adhere to licensing terms and conditions regarding the use of Symantec software in the delivery of the service, if applicable Provide the SMS installation media and any associated product keys Provide a user account that has local administrator privileges on all systems targeted for installation Provide a continuous external broadband Internet connection and required settings to enable WebEx or similar network service connectivity Please refer to the current Symantec data sheet posted at for the most up to date list of customer responsibilities and conditions for service. 14. What activities would exclude customers from REIS? Activities such as, but not limited to, the following are excluded from this service: Installation on hardware that does not meet SMS system requirements. (For the SMS 8300 Virtual Edition only) Installation on operating systems that do not meet the system requirements for the product in question. (For the SMS 8300 Virtual Edition only) Software application installation, configuration, or data transfer other than that which is specifically stated in this data sheet Page 5 of 6

6 14. What activities would exclude customers - continued Un-installation or reinstallation of product(s) or software application(s) other than that which is specifically stated in this data sheet Warranty support or service for third-party systems Any service not clearly specified in this data sheet or the Certificate Please refer to the current Symantec data sheet posted at for the most up to date list of REIS Service exclusions. 15. What is the refund policy for the REIS offering? You may receive a refund for your REIS purchase upon written notice within thirty 30 days of the Issue Date on the REIS Certificate. No other refunds shall be permitted. Symantec may terminate, at any time after the Issue Date, if you fail to perform or observe any condition of the REIS certificate or data sheet. 16. Where can I learn more about REIS? Please visit for more information about the Symantec Remote Expert Installation Service offerings including how to purchase and schedule them. Contact Us Today Call toll-free 1 (800) Visit Our Web Site About Symantec Symantec is a global leader in providing security, storage, and systems management solutions to help businesses and consumers secure and manage their information. Headquartered in Cupertino, Calif., Symantec has operations in more than 40 countries. More information is available at Symantec World Headquarters Stevens Creek Blvd. Cupertino, CA USA +1 (408) (800) Copyright 2008 Symantec Corporation. All rights reserved. Symantec and the Symantec logo are trademarks or registered trademarks of Symantec Corporation or its affiliates in the U.S. and other countries. Other names may be trademarks of their respective owners. 08/ Page 6 of 6