WatchGuard Technologies SSL VPN Benutzerhandbuch

Administration Guide

Training and Certification

Service time

We try for a maximum response time of four hours.

Single Incident Priority Response Upgrade (SIPRU) and Single Incident After Hours Upgrade (SIAU) are
also available. For more data about these upgrades, refer to the WatchGuard web site at:

http://www.watchguard.com/support

LiveSecurity Gold

WatchGuard Gold LiveSecurity Technical Support adds to your standard LiveSecurity Service. We recom-
mend that you get this upgrade if you use the Internet or VPN tunnels for most of your work.
With WatchGuard Gold LiveSecurity Technical Support you get:

• Technical support 24 hours a day, seven days a week, including holidays.
• The Technical Support Team operates the support center from 7 PM Sunday to 7 PM Friday

(Pacific Time). For weekend support for critical problems, use the on-call paging system.

• We try for a maximum response time of one hour.
• To create a support incident, call WatchGuard LiveSecurity Technical Support. A Customer Care

representative records the problem and gives you an incident number. A Priority Support
technician calls you as quickly as possible. If you have a critical problem when the support center
is not open, use the LiveSecurity Technical Support phone number to page a technician.

You can also send an incident on the web site at: http://www.watchguard.com/support/
incidents/newincident.asp.

Firebox Installation Service

WatchGuard Remote Firebox Installation Service helps you to install and configure your Firebox. You can
schedule two hours with a WatchGuard Technical Support team member. The technician helps you to:

• Do an analysis of your network and security policy
• Install the WatchGuard System Manager software and Firebox hardware
• Align your configuration with your company security policy

This service does not include VPN installation.

VPN Installation Service

WatchGuard Remote VPN Installation Service helps you through a full VPN installation. You can sched-
ule a two-hour time with one of the WatchGuard Technical Support team. During this time, the techni-
cian helps:

• Do an analysis of your VPN policy
• Configure your VPN tunnels
• Do a test of your VPN configuration

You can use this service after you correctly install and configure your Firebox devices.

Training and Certification

WatchGuard® product training is available online to help you learn more about network security and
WatchGuard products. You can find training materials on the Technical Support web site and prepare for