Support Programs

FireEye Service Principles

FireEye Customer Service provides complete, responsive, high-quality services, achieving the highest level of customer satisfaction by:

• Providing timely and knowledgeable responses
• Protecting the client's investment
• Meeting changing market demands for new features, products, and services
• Equipping clients with information to help with upgrade decision making

The FireEye support programs are simple and flexible: two levels of support with add-on options to meet the client's needs. In addition, for solutions involving systems, spare parts are available for quick turnaround hardware replacements, and a non-returnable hard disk drive service allows for clients to keep disk drives in the event of a hard disk drive failure.

The following provides an overview of available support programs and services.

FireEye Support Programs

The key to the 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. FireEye offers two support programs on an annual or multi-year basis, with add-on options as noted.

Platinum Support Program

The platinum program covers both hardware and software support (where applicable) and includes:

• Email, live chat, Web, and telephone support 24x7x365 for up to fifteen (15) designated callers
• A target response time of one minute
• Immediate escalation to level two Advanced Support Engineering for highest severity issues, provided the severity one issued is telephoned in to FireEye. Level two will respond within 30 minutes
• Maintenance patches for security efficacy and other recommended software bug fixes
• New releases for general software updates and non-chargeable enhancements to assure installations contain the latest FireEye updates and stay compatible with evolving technology
• Emergency fixes, tested and verified by FireEye engineering for severity one issues
• Access to the FireEye secure support website which includes:
  • A knowledge base of known issues and articles
  • Online documentation
  • Patch/update information
  • A portal for opening and updating support incidents for the fifteen (15) named designated callers
• Advanced shipment of replacement parts with next business day arrival (where applicable).

Add-on Options for the Platinum Support Program

Priority

The platinum program priority add-on option includes:

• Immediate problem escalation to level two Advanced Support Engineering

Priority Plus

The platinum program priority plus add-on option includes:

• Immediate problem escalation to level two Advanced Support Engineering
• An unlimited number of designated callers and secure support website/portal access for those callers
• A Designated Support Engineer (DSE), assigned to the client, who acts as a single point of contact within FireEye and provides support for situations including, but not limited to, technical issues, status on open cases, updates on escalations to Product Management or Engineering, and requests for information on maintenance and update releases during identified business hours
• Annual on-site review of service and product performance and on-site technical assistance at the DSE's discretion
• Monthly support statistic reporting
• Quarterly Business Review (QBR) via conference call

Government Support Program

Offered in selected countries*, the government program includes both hardware and software support (where applicable). Everything in the base platinum support program is included with the following addition:

• Levels one and two support requests handled by citizens of the selected country

Add-on Options for the Government Support Program

Priority Plus

The government program priority plus option includes:

• Immediate problem escalation to level two Advanced Support Engineering who are citizens of the selected country
• An unlimited number of designated callers and secure support website/portal access for those callers
• A Designated Support Engineer (DSE) (citizen of the selected country), assigned to the client, who acts as a single point of contact within FireEye and provides support for situations including, but not limited to, technical issues, status on open cases, updates on escalations to Product Management or Engineering, and requests for information on maintenance and update releases during identified business hours
• Annual on-site review of service and product performance and on-site technical assistance at DSE's discretion
• Monthly support statistic reporting
• Quarterly Business Review (QBR) via conference call

Other Services and Recommendations

Spare Parts for Solutions Involving Systems

For customers in mission-critical environments, FireEye recommends the purchase of a cold spare. In the event of component failure, the spare can be swapped in while FireEye Support helps analyze and fix the original failed system or part.

In combination with a Platinum or Government Support Program, these spares offer a comprehensive solution for mission-critical environments. Spares, once used, are replaced as reflected in the associated Support Program agreement.

Non-Returnable HDD Service for Solutions Involving Systems

The FireEye Non-Returnable Hard Disk Drive (NRHDD) service eliminates the need for a client to return defective hard disk drives to FireEye when a replacement hard disk drive has been sent under a return materials authorization (RMA). The NRHDD allows clients to keep and dispose of failed hard disk drives. The NRHDD service is an annual subscription program for clients who cannot, or choose not to, return a defective or failed hard disk drive associated with the following products/models:

• Web MPS 4310, 4320, 7300, 7320
• Email MPS 3300, 5300, 8300, 8320
• File MPS 5300, 8300
• MAS 4310, 7300, 8300
• CMS 4310, 7300

No other models/products are covered.

The client is responsible for disposing of the replaced hard disk drives in accordance with their internal data security compliance requirements and with applicable local environmental and other laws. If this NRHDD service is not exercised by the customer at the time of original purchase then the customer shall indemnify, defend, release, and hold harmless FireEye from any and all claims and liabilities relating to confidential data that may be on a previously returned hard disk drive.

Service Term for NRHDD

The NRHDD service has an annual (1 year) term and must:

• Be coterminous with the Support (and any other) service
• Include the purchase of NRHDD for all products purchased by the customer

The quantity purchased should be ordered in quantities that reflect the number of years required and the number of systems covered (e.g., five (5) appliances covered for three (3) years requires a quantity of 15 to be purchased.)

The NRHDD service is only available for purchase in conjunction with one of the FireEye support programs.

Availability

All FireEye support programs are available worldwide. For more information please email support@FireEye.com or call one of the following numbers or your local FireEye office:

U.S.A.: +1 877.347.3393 (877-FIREEYE)
U.K.: +44 203 106 4828
Outside the U.S./U.K.: +1 408.321.6300

Warranty

The FireEye warranty provides customers with one year of product warranty (from date of shipment), as detailed in the FireEye standard product sale and services agreement. Prequalified hardware warranty replacements are returned to FireEye and repaired.

Terms and Conditions

Download the Terms and Conditions for the FireEye Support Programs.

*Please contact your FireEye account representative for details.