FireEye Platinum - extended service agreement - 1 year - shipment

Category: Computer hardware maintenance or support
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Product Id: 28801458

Description: FireEye Platinum - Extended service agreement - advance parts replacement - 1 year - shipment - response time: NBD - for P/N: 7400CM-HW

Mfr Part #: 7400CM-PTM1Y

The key to FireEye support programs is flexibility. In support services, this means a combination of popular standard plans and specifically tailored plans for situations where threat protection is a mission-critical function. The Platinum program covers both hardware and software support.
Key Points
  • Support requests handled on a 24x7x365 basis
  • Six (6) named designated callers and secure support website/portal access accounts for those designated callers
  • A target response time of one minute
  • Immediate escalation to Level Two Advanced Support Engineering, once Level One has created the support case in FireEye Customer Relationship Management (CRM) system, for all severity one issues on a 24x7x365 basis provided the severity one issued is telephoned in to FireEye, Level Two will respond within 30 minutes
  • Advanced rapid shipment of replacement parts