Datasheet

Effective Date: through
11/1/2007 1/31/2008
Tiered Su
pp
ort
Tiered Su
pp
ort and Maintenance
Product Code Descriptions List Price:
Standard
Technical Support, Maintenance, Software updates, and Advanced Exchange (for appliances)
Notes:
1. Standard Support and Maintenance includes:
· Access to product and technical experts via 24/7 telephone-based technical support
· Product updates and enhancements
· Security updates where available under licensing model
Advanced exchange for Proventia appliances
· Access to the True Blue Customer Portal (availability currently limited)
· Online incident submission and tracking
· Priority notification of new and emerging security threats
· Unlimited access to the ISS Knowledgebase and X-Force Threat and Vulnerability Database
· 4 Designated customer contacts (additional designated contacts may be purchased as an add-on service)
See individual product listings for fees for Technical support and maintenance
CS-DC-M
Additional Designated Contacts - Standard
$1,000.00
Select
Select Technical Support, Maintenance, Software updates, and Advanced Exchange (for appliances)
Notes:
1. Customers must have the same level of support for all purchases. If customer wishes to upgrade to Select, contact Client Services for a quote on uplifting
existing maintenance contracts to the new level of service.
2. Customers must meet a minimum annual license fee to qualify for uplift to Select services. If a customer's standard maintenance fee for all new and existing
maintenance is $50,000 USD or above, they qualify for the program. Contact Client Services for more information.
3. Customers may not downgrade their level of support until their maintenance expiration date
4. Select Support and Maintenance includes:
· Direct access to Senior Support Engineers via 24/7 telephone-based technical support
· Product updates and enhancements
· Security updates where available under licensing model
Advanced exchange for Proventia appliances
· Unlimited access to the ISS Knowledgebase and X-Force Threat and Vulnerability Database
· 4 Designated customer contacts (additional designated contacts may be purchased as an add-on service)
· Direct access to senior support engineers
· Priority response to support incidents
Standard Maintenance + 15% of total annual maintenance
CS-DC-MSE
Additional Designated Contacts - Select
$2,000.00
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Internet Security Systems - Confidential
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