Datasheet

Effective Date: through
11/1/2007 1/31/2008
Tiered Su
pp
ort
Tiered Su
pp
ort and Maintenance
Premium
Premium 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 Premium, 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 Premium services. If a customer's standard maintenance fee for all new and
existing maintenance is $200,000 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
5. Premium Support and Maintenance includes:
Access to product and technical experts via 24/7 telephone-based technical support
Product updates and enhancements (sold separately for Proventia products)
Security updates (sold separately for Proventia products)
Unlimited access to the ISS Knowledgebase and X-Force Threat and Vulnerability Database
6 Designated customer contacts (additional designated contacts may be purchased as an add-on service)
Designated Premium Support Engineer (PSE) one contact for all support needs
Highest priority response to support incidents
Two onsite optimization reviews with PSE /year (additional onsite visits may be purchased as an add-on service)
Bundled Consulting Services - up to $11,000/year (Min. 3-day engagement, Travel and Expenses not included)
Bundled Education Services - up to $4,995/year
2 seats on the X-Force Threat Analysis service (additional seats may be purchased as an add-on service
Premium pricing based
on total license spend and
annual maintenance levels.
Contact [e-mail]
for quotes on this service.
CS-DC-MPR
Additional Designated Contacts - Premium
$4,000.00
CS-TAM-MPR
Additional Onsite Visit - Premium
Time and Materials
Note :
Upgrade from Standard to Select Support or Premium Support - Customers whose current annual support fees for all ISS Products licensed exceed those set forth below may elect to upgrade from standard support by
paying an initial uplift fee in accordance with the percentages below for all qualifying ISS-licensed products. The total annual support amount consists of support and subscription amounts paid annually for all licensed
products. For so long as customer chooses to remain on Select Support or Premium Support, each new purchase or maintenance renewal quote and invoice will reflect the additional uplift. Select Support or Premium
Support will only cover those products for which the uplift fee has been paid.
Standard to Select Support; qualifier - Greater than $50,000.00 USD in annual mtn - 15% uplift
Standard to Premium Support; qualifier - Greater than $200,000.00 USD in annual mtn - 35% uplift
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