Radware Certainty Support Guide

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Radware

Certainty Support Guide

June 2010


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Radware Certainty Support Guide Page 2

TABLE OF CONTENTS

INTRODUCTION ...........................................................................................................................................5SERVICE PRINCIPLES ..................................................................................................................................... 5

RADWARE PRODUCT AND SERVICE SOLUTIONS .................................................................................6RADWARE PRODUCTS.................................................................................................................................... 6

AppDirector .......................................................................................................................................... 6AppWall ............................................................................................................................................... 6AppXML ............................................................................................................................................... 6AppXcel ............................................................................................................................................... 6VirtualDirector ..................................................................................................................................... 6SIP Director ......................................................................................................................................... 7LinkProof ............................................................................................................................................. 7CIP-Content Inspection Director .......................................................................................................... 7

Alteon Application Switches ................................................................................................................ 7Alteon Application Accelerator ............................................................................................................... 8

DefensePro .......................................................................................................................................... 8Insite ManagePro ............................................................................................................................... 8Inflight ................................................................................................................................................. 8Radware Service Solutions .................................................................................................................... 9Intrusion Prevention ............................................................................................................................... 9Denial of Service (DoS) Protection ........................................................................................................ 9Security Update Service......................................................................................................................... 9Security Operations Center .................................................................................................................. 10

APSOLUTE PRODUCT AND SOFTWARE UPGRADES & DOWNGRADES.......................................... 12PRODUCT UPGRADES .................................................................................................................................. 12

Ordering Product Upgrades ................................................................................................................. 12PRODUCT DOWNGRADES /RETURNS ............................................................................................................ 12SOFTWARE LIFECYCLE ................................................................................................................................. 13

Terminology ......................................................................................................................................... 13Lifecycle ............................................................................................................................................... 14Software Release Matrix ...................................................................................................................... 15End of Maintenance for Specific Software ........................................................................................... 15

SOFTWARE UPGRADES ................................................................................................................................ 15SOFTWARE DOWNGRADES ........................................................................................................................... 16OBTAINING SOFTWARE ................................................................................................................................ 16

ALTEON PRODUCT AND SOFTWARE UPGRADES & DOWNGRADES .............................................. 17SOFTWARE LIFECYCLE ................................................................................................................................. 17

Terminology ......................................................................................................................................... 17Lifecycle ............................................................................................................................................... 18

SOFTWARE UPGRADES ................................................................................................................................ 18Obtaining Software ............................................................................................................................... 18

APSOLUTE INSITE PRODUCT AND SOFTWARE UPGRADES ......................................................... 19PRODUCT UPGRADES .................................................................................................................................. 19

Ordering Product Upgrades ................................................................................................................. 19APSOLUTE INSITE SOFTWARE CYCLE........................................................................................................... 19

APSolute Insite ManagePro ................................................................................................................. 19APSolute Insite ..................................................................................................................................... 19


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OBTAINING SOFTWARE ................................................................................................................................ 19PRODUCT LIFECYCLE ............................................................................................................................. 20PRODUCT END OF LIFE PROCESS ................................................................................................................. 20

PRODUCT STATUS .................................................................................................................................. 22RADWARE TECHNICAL SUPPORT......................................................................................................... 23POSITION STATEMENT ................................................................................................................................. 23NON-DISCLOSURE STATEMENT .................................................................................................................... 23CERTAINTY SUPPORT PROGRAM .................................................................................................................. 24CONTINUOUS SUPPORT AND RENEWAL ......................................................................................................... 27GEOGRAPHIC COVERAGE............................................................................................................................. 28TELEPHONE NUMBERS ................................................................................................................................. 31CASE REPORTING........................................................................................................................................ 32

iSupport ................................................................................................................................................ 32SUMMARY REPORTING METHODS ................................................................................................................. 33SEVERITY CASE CLASSIFICATIONS ............................................................................................................... 34RESPONSE TIMES ........................................................................................................................................ 38ON-SITE SUPPORT ....................................................................................................................................... 39SPARE UNIT ON-SITE OPTION ...................................................................................................................... 39PLANNED TECHNICAL SUPPORT (PTS) ......................................................................................................... 40

Scheduling PTS Service ...................................................................................................................... 40RETURN MATERIALAUTHORIZATION (RMA) .................................................................................................. 41

Overview .............................................................................................................................................. 41RMA Process by Certainty Support Levels .......................................................................................... 42RMA Process for Alteon Products ....................................................................................................... 42Dead on Arrival (DOA) ......................................................................................................................... 42

STANDARD WARRANTY ................................................................................................................................ 43EXTENDED WARRANTY ................................................................................................................................ 43RADWAREALTEON 5-YEAR SUPPORT........................................................................................................... 44Business benefits ................................................................................................................................. 44

Supported Alteon models ..................................................................................................................... 44SUPPORT FOR MDAND EOLALTEON PRODUCTS .......................................................................................... 45TECHNICAL TEAM OVERVIEW ....................................................................................................................... 47TECHNICAL CASE ESCALATION ..................................................................................................................... 48MANAGERIAL CASE ESCALATION .................................................................................................................. 50

Other Managerial Notifications ............................................................................................................. 50ANOMALIES ................................................................................................................................................. 50RADWARE IMPLEMENTATION SUPPORT ............................................................................................. 51IMPLEMENTATION SERVICES......................................................................................................................... 51PROFESSIONAL SERVICES (TIME AND EXPENSE BASED SUPPORT) ................................................................. 51

TRAINING AND CERTIFICATION ............................................................................................................. 52APPWALL (2DAYS) ..................................................................................................................................... 52LINKPROOF (2DAYS)................................................................................................................................... 52DEFENSEPRO (2DAYS) ............................................................................................................................... 53

APPDIRECTOR (LEVEL 1&LEVEL 2) ............................................................................................................. 53ALTEON (LEVEL 1&LEVEL 2) ....................................................................................................................... 54CUSTOM TRAINING ...................................................................................................................................... 54COURSE SCHEDULES &REGISTRATION ........................................................................................................ 55CERTIFICATION ............................................................................................................................................ 55


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NOTES ....................................................................................................................................................... 56


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Introduction

Application Delivery Controllers (ADCs) have become an integral element of todays mostsuccessful businesses. Radware offers a comprehensive set of technical services that ensurescustomers realize the full potential of their ADC investment. Whether the business goal is in thearea of design, implementation, or on-going support and training, Radwares globally-deployedTechnical Services organization has the programs and expertise to meet those business needs.

S ervice P rinciples

Radware places a high priority on Customer Service and our customers continuing satisfaction.Keeping this in mind, Radware has developed the following core service principles to guide ourcustomer interactions:

Designing the right solutions for our customers is our first priority. We listen carefully tothe needs of each customer and design the most effective ADC infrastructure possible toachieve business-smart networking within every customized environment.

We will commit to what we can deliver and deliver on what we commit. We offer a highlytrained global services organization to back our product line and to work closely witheach and every customer to ensure the optimal operation of their network.

In our dealings with customers, we will be friendly and courteous and share in thecustomers urgency on all issues.

We will make our best endeavors to resolve problems and will always be responsive.

We will look for ways in which to exceed our customers expectations.

We will report status openly, honestly, and in a timely manner.

We are committed to continuous learning and will strive to share our knowledge with ourcustomers.

The remainder of this document provides an overview of available Radware products,programs, and services. It is intended as a general guide for Radware partners, customers, andemployees.


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Radware Product and Service Solutions

R adware P roducts

AppDirector

The AppDirector intelligent application delivery controller (ADC) enhances the delivery ofapplications over IP networks by enabling accelerated application performance, local and globalserver availability, and application security and infrastructure scalability, successfully bridgingthe gap between applications and networks.

AppWall

Radwares AppWall is a Web application firewall (WAF) appliance that secures Web

applications. It enables PCI compliance by mitigating Web application security threats andvulnerabilities to prevent data theft and manipulation of sensitive corporate and customerinformation. AppWall incorporates advanced, patent-protected Web application security filteringtechnologies to seamlessly detect threats, block attacks, and report events.

AppXML

AppXML was designed to meet the intrinsic challenges of deploying web services and serviceoriented architectures (SOA). By offloading tasks to dedicated hardware, it vastly improves thespeed of XML document processing and secure SML-based communications between anenterprise and its business partners. Included as part of the AppXML offering arecomprehensive management capabilities and rich graphical reporting tools to meet security,

compliance (HIPAA, SOX) and content delivery concerns.

AppXcel

By supporting a wide set of application acceleration and security services, AppXcel enablescomplete transaction reliability, cost-effective scalability and fast application and translationresponse times.

VirtualDirector

VirtualDirector is an application delivery optimization solution for the virtualized data centerproviding real-time dynamic allocation of data center resources based on business events,

ensuring positive user experience and improving response time. The solution aligns virtual datacenter operations with business policies while optimizing the use of virtual resources to furthergenerate CAPEX and OPEX savings.


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SIP Director

Radwares SIP Director guarantees SIP service delivery. SIP Director is a comprehensive SIPApplication Delivery Controller (ADC) for SIP value-added application vendors, TelecomEquipment Manufacturers (TEMs) and System Integrators (SIs). SIP Director is designed towork with a wide range of applications including application/feature servers such as IVRs,conference applications and 911 services. SIP Director provides carrier grade performanceacross all IMS network layers from the Service Plane through the Control and Signaling Plane tothe Transport Plane. SIP Director is also optimized for pre-IMS networks and entities includingsoftswitches and SBCs.

LinkProof

LinkProof, Radwares multiWAN switch, provides uninterrupted access to your data centers,

remote locations, websites and the Internet. To ensure continuity when disaster strikes,LinkProof provides reliable access (and fast response times) for all mission-critical applicationsresiding in the data center. LinkProof enhances and intelligently routes traffic across Internetlinks, controlling bandwidth throughput to ensure fault-tolerant connections and scalability.

CIP-Content Inspection Director

CIP-Content Inspection Director (CID) helps carriers deliver value-added services such as anti-virus, anti-spam and content filtering, with complete confidence. CID helps drive carrierprofitability by enabling:

Dynamic service selection for creation of new premium services

New business models for a variety of network edge servicesThe unified, high-availability, switch-based architecture lets carriers dynamically provision newcontent and makes it easy to transparently add subscribers, make quick changes to subscriptionpackages and save greatly on the management and operations of service delivery.

Alteon Applicat ion Switches

Alteon Application Switches enable application optimization, delivery, and high availabilitythrough the use of sophisticated application/device load balancing, intelligent trafficmanagement, application-layer security, security acceleration, and bandwidth management.


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Alteon Application Accelerator

Alteon Application Accelerator 510 saves money and increases user satisfaction by reducingthe server and bandwidth needs and by improving the responsiveness of web-basedapplications.

The Alteon Application Accelerator 610 is ideal for enterprises that plan for more than 4000peak users or require the assurance of continuous availability that dual power supplies, hot-swappable fans and dual hard drives deliver.

For a complete and detailed description of all new and existing Radware products, please visitour website atwww.radware.com.Alteon products can be found atwww.radwarealteon.com.

DefensePro

DefensePro is an in-line, DoS protection, traffic-shaping and Intrusion Prevention solutiondesigned for enterprise core and perimeter deployment, data centers, university campuses, andcarrier backbones. As the industrys first solution to fully integrate adaptive, behavior-basedprotection capabilities both at the network and application levels, DefensePro providesunparalleled security against known and zero-day threats.

Radware also offers a broad spectrum of integrated security solutions for the APSolute familyof products armed with adaptive behavioral and signature based technologies to effectivelydrive web applications and services and optimize enterprise operation. Radware solutionsmaximize the end-user experience and meet the increasing service demands of a growing arrayof business-critical applications delivered over IP networks.

Insite ManagePro

Insite ManagePro is Radwares enterprise-grade, security management solution. Thisappliance acts as a single point of access for your IT management and operations staff so theycan centrally manage and monitor the real-time status and performance of your applicationdelivery infrastructure. It delivers all the functionality of Insite and more.

Inflight

Inflight is a network-based monitoring solution that delivers actionable, real-time businessevents to any back-end analytic system. The device monitors and captures raw, identity-baseddata from online channels, converts that content into meaningful information, and feeds theresulting event streams into horizontal analytics engines all in real-time. Whether it is reducingfraud exposure, associated costs, and reputation vulnerabilities or providing appropriateinformation for upside revenue opportunities, Inflight is the clear and only choice.
http://www.radware.com/http://www.radware.com/http://www.radware.com/http://www.radwarealteon.com/http://www.radwarealteon.com/http://www.radwarealteon.com/http://www.radwarealteon.com/http://www.radware.com/


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Radware Service Solutions

Intrusion Prevention

Radwares Intrusion Prevention protects against the criminal network infiltration andcompromise or loss of proprietary data that is possible through the determined efforts of ahacker. By continuously monitoring all network traffic at Gigabit speeds, Intrusion Preventiondetects and prevents attacks in real time, immediately terminating suspicious sessions tocompletely safeguard enterprise operations from hackers attempting to slip through theirnetwork defenses. All suspect traffic is monitored and reported, enabling network administratorsto take proactive instead of reactive measures against potential intruders.

Denial of Service (DoS) Protection

DoS Protection identifies and blocks debilitating Denial of Service attacks that flood the networkwith endless requests that valid traffic either crawls or is completely halted. The DoS Protectionmodule guards the network from service failures and downtime by filtering out attack traffic whilemaintaining continuous flow of legitimate traffic. Coupling multi-gigabit throughput speeds withan advanced sampling algorithm, the DoS protection module automatically detects abnormalservice requests and thwarts DoS attacks before they undermine network operations forcomplete security and business continuity.

Security Update Service

Radwares Security Update Service (SUS) is a security advisory and managedmonitoring/detection system dedicated to protecting your network elements, hosts andapplications against the latest security vulnerabilities and threats. The service delivers rapid andcontinuous updates to current subscribers

Automatically via the Insite management interface, easily propagating updates acrossmultiple Radware devices, and/or

Via thewww.radware.comwebsite for on-demand downloading

SUS along with APSolute OS Intrusion Prevention and DoS protection complements yourpurchase of Radware products as a critical service continuously protecting your network fromboth known and zero-day attacks.

SUS is available on a one-year or multi-year subscription basis. This service requires 24x7support and is therefore available at Certainty Support Level 2 and higher. SUS coverage must

have the same end date as the Certainty Support agreement on the unit.
http://www.radware.com/http://www.radware.com/http://www.radware.com/http://www.radware.com/


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Security Operations Center

Radwares Security Operations Center (SOC) is an integral element of the SUS offering.Dedicated Security Specialists employ various methods to monitor Internet activity 24x7 andprovide the first line of defense. Security events are directly reported to Radwares SecurityForum and Security Hotline, responsible for core security development. Subscribers to the SUSsystem benefit from rapid response to high-impact security events, continuous signature fileupdates, and development and distribution of custom attack signatures.

Emerging Attacks Detection

The first step in mitigating a threat is to detect the attack. Radwares Security Operations Centermonitors Internet activity for threats utilizing network Honeypots, probes, reports of newvulnerabilities to Radwares Security Forum and Security Hotline, tracking of Vendor-reportedvulnerabilities, and the monitoring of industry resources such as security related websites,

mailing lists, and news forums.

Security Risk Assessment

After a threat is detected, Radware employs a thorough Risk Assessment methodology todetermine the potential thread impact and the appropriate mitigation strategy. Threats are thenrated to determine:

The relevance to Radwares customers

Impact of the threat relative to its spread rate and specific systems and networkelements targeted and

The viability of developing a signature or filter to protect against the threat.

The above factors are used to calculate a threat rating, which determines whether a filter can bedeveloped and in what timeframe it will be released.

Threat Mitigation

Once Radwares R&D Security team makes the decision to develop a new filter, a final analysisof the exploit code or vulnerability is performed. Data from this analysis is then used to developand thoroughly test the filter to ensure the needed level of protection is provided. The threat andnew filter are documented and the attack signature is distributed to our customers.


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Distribution of Security Updates

SUS provides for periodic updates to signature files, rapid response to high impact security

events, and the development and distribution of custom filters as described below:

Periodic Updates

- Periodic Updates are typically available on a weekly basis andinclude all new filters, including those previously released as an Emergency Update (seebelow). Registered customers to Radwares website will be automatically notified of thenew signature file via a notification function within Radwares device management andmonitoring tool, Insite. The signature file can be downloaded and distributed to allproduct units with an active Security Update Service Agreement. Customers not usingthe Insite management tool may access the Security Zone in the Customer section ofRadwares website and check for the availability of new signature files. The files canthen be loaded on-demand directly to Radware products through Web BasedManagement or through the Command Line Interface (CLI).

Emergency Updates

- For those cases where an immediate response is deemednecessary, Radware will issue an emergency signature file update. Registeredcustomers will be notified via email once the emergency update is available fordownload from our website. The file download and update can be initiated in the samemanner as Periodic Updates (see above).

Custom Signatures

Radwares integrated security solutions defend against both network and application-levelattacks, delivering a holistic approach to application and network-level threats, while enhancingthe overall performance of business operations across an entire organization.

- SUS also allows customers to contact Radware to reportenvironment-specific threats or newly discovered threats and to request signatures tomitigate the threat. The threat will be assessed using the methodology previouslydescribed and for those threats for which a filter is appropriate, Radware will either issuean Emergency Update to all customers or provide a custom filter specifically to thecustomer reporting the threat. Custom filters will subsequently be analyzed and

incorporated through Periodic Updates when appropriate.


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APSolute Product and Software Upgrades & Downgrades

P roduct Upgrades

The Radware Licensing Model allows for functionality upgrades without the need to installdifferent device software. The Model also allows for capacity upgrades without the need toupgrade hardware platform.

A complete description of Radware licensing and options is provided in the Radware LicensingModeldocument available from the Radware website atwww.radware.com.

Ordering Product Upgrades

The following information must be included on the Purchase Order for each unit when orderingupgrades:

Requested Upgrade

Base MAC Address

License Code

License ID

The License information and Base MAC Address can be obtained from the unit via the followingmanagement interfaces:

APSolute Insite (Device Menu: License Upgrade)

WBM (Device/License Upgrade)

CLI system license command

P roduct Downgrades / R eturns

The information provided for a product upgrade must also be provided for a product downgradeor return. Radware will generate a new License Code based on the information provided. Tocomplete the downgrade, you must enter the new License Code into the unit and you mustprovide the subsequent License ID to Radware to apply a credit, if applicable. All prior LicenseCodes for the unit become obsolete once a new License Code is entered into the unit. The newLicense ID must be validated by Radware before credit can be issued for the downgrade.


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S oftware L ifecyc le

Terminology

Software Classifications

Radware software statusis classified as Limited Availability (LA), General Availability (GA) andShipping GA.

LA- A Limited Availability version completed QA and beta but currently still has limiteddeployment in the field.

GA- A General Availability version completed full QA and beta and is considered astable version.

Shipping GA- A Shipping version means that this is the default shipping version on

new product orders.

Software Numbering Convention

The table below shows the numbering convention used for all software. Each software versionfollows the format X.YY.ZZ.

Table 1 - Software Numbering Convention

Field Terminology Description Example

X MajorFeature Release Major functionalityadditions or changes

8.00.009.00.00

YY MinorFeature Release Functionality

additions/changes andfixes for known issues

8.10.008.12.00

ZZ MaintenanceRelease Fixes for know issues.May also include minorenhancements toexisting functionality

8.10.03

DL Hot FixRelease Hot fix for critical issues(available only via Tier4, not via website)

8.10.03DL


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Lifecycle

The diagram in Figure 1 below illustrates Radwares lifecycle for a Majorsoftware version andtypical timelines associated with each phase:

Figure 1: Major Software Version Li fecycle

Beta

Limited

Availability

General

AvailabilityRetirement

Date

End of

Maintenance

End of

Support

1 3 Months1 3 Months 12 Months +12 Months

Minor

Release

Maintenance

Release

Maintenance

Release

Minor

Release

Each Majorversion follows the lifecycle below:1. Release to Beta testing.

2. Commercial release as LA version.

3. Promotion to GAor Shipping GAversion.

Note:In some instances, a new version is released before the LAversion has gainedenough field exposure. In such cases, the LA version is never promoted to GAstatusand is immediately retired.

4. Minorand Maintenancereleases are provided according to market needs anddevelopment schedule.

5. Once a new major release reaches Shipping GAstatus, the previous Majorversionis retired (Retirement Date milestone).

6. For the first 12 monthsfollowing the retirement date, Radware will provide Hot Fixesfor critical bugs reported via Radware Technical Support, as well as phone supportand on-site assistance through the Certainty Support Program.

7. A yearafter the software version was retired it reaches End of Maintenancemilestone and Radware will no longer develop, repair, maintain, or test the retiredsoftware version. Phone support and on-site assistance are available through theCertainty Support Program for another 12 months.

8. Two yearsafter the software version was retired it reaches End of Support milestoneand is no longer eligible for further support.


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Minorversion retirement policy:1. Once a new Minorversion is released as GA, the previous minor version is retired.

2. Fixes for critical bugs discovered in a retired Minorversion will be provided via the

latest release of the Majorversion to which this Minorversion belongs. Radware willtest the retired version for critical bugs reported via Radware support for:

o 3 months following the retirement date of a MinorLAversion

o 24 months following the retirement date of a MinorGAversion or until the Majorversion to which this minor version belongs reaches End of Maintenancemilestone (whichever occurs first)

3. Phone support, hardware repair/replace and on-site assistance are available throughthe Certainty Support Program.

Software Release Matrix

The Software Release Matrix in the Support section of Radwares website shows the mostcurrent status and type for all software releases. The last release of a Majorversion that wasretired from Shipping GA / GA status is available in the Software Center Archive section ofRadwares website. All other retired releases are available on the website via the Search toolonly.

End of Maintenance for Specific Software

Radware may choose, at its discretion, to discontinue support for a software version within aparticular product. This can be because the software can be easily replaced with a newerversion or the software is unused by customers. End of Maintenance for a major release will becommunicated through the Software Center Archive section in the Radware website.

S oftware Upgrades

Software Upgrades are available for units that are covered by the Certainty Support Programand for units that are covered by Radwares Standard Warranty.

However, the entitlement differs as follows:

Units covered by the Certainty Support Program and units that are within the Warranty Periodare both entitled to Maintenancereleases and Hot Fixes(see Software Numbering ConventionTableabove).

Only units covered by any of the Certainty Support Programs 1 through 5 are entitled to bothMajorand Minorreleases (see Software Numbering Convention Tableabove).


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Software Downgrades

Sometimes when upgrading device software to take advantage of desirable system featuresonly available in newer versions of code, functionality that was only available in legacy softwaremay be lost. For this reason and for cases involving RMAs, it may be necessary to downgradedevice software to a prior version for a specific configuration.

Every software downgrade requires an upgrade password. See section Obtaining Softwarebelow for more details.

Obtaining S oftware

All software can be obtained through Radwares website atwww.radware.com.Units can beupgraded to a new Maintenancerelease without a new password. Although the administrator

will be prompted for a password, the password check is not enforced when upgrading to a newMaintenancerelease.

However, all upgrades to Majoror Minorreleases and all software downgrades require apassword. The password requirement ensures customers have a valid support agreement at thetime a software upgrade or downgrade is requested. It also provides the opportunity forcustomers that do not have a valid agreement in place at the time to activate one, if needed.

Registered customers can obtain an upgrade password from the Password Generator onRadwares website athttp://www.radware.com/content/support/pwordgen/default.asp.Thefollowing information will be required in order to generate the password:

Requested Software Version

Base MAC Address of the Unit

For more details, registered customers can refer to the full upgrade/downgrade procedures onthe Radware website at:http://www.radware.com/content/support/software_upgrade/ct100.asphttp://www.radware.com/content/support/software_upgrade/default.asp

Please contact Radware Technical Support [email protected] further assistance isrequired.
http://www.radware.com/http://www.radware.com/http://www.radware.com/http://www.radware.com/content/support/pwordgen/default.asphttp://www.radware.com/content/support/pwordgen/default.asphttp://www.radware.com/content/support/pwordgen/default.asphttp://www.radware.com/content/support/software_upgrade/ct100.asphttp://www.radware.com/content/support/software_upgrade/ct100.asphttp://www.radware.com/content/support/software_upgrade/default.asphttp://www.radware.com/content/support/software_upgrade/default.aspmailto:[email protected]:[email protected]:[email protected]:[email protected]://www.radware.com/content/support/software_upgrade/default.asphttp://www.radware.com/content/support/software_upgrade/ct100.asphttp://www.radware.com/content/support/pwordgen/default.asphttp://www.radware.com/


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Al teon Product and Software Upgrades & Downgrades

S oftware L ifecyc le

Terminology

General Availabili ty (GA) This status applies to products, releases, and associateddesign documentation that have undergone full process validation and meet all criteriafor design quality and volume production. Full design support is given to products,releases, and associated documentation with a GA product status.

Manufacture Discontinued (MD) This status applies to products, releases, andassociated design documentation that are no longer supported by production relatedprocesses. Customers have been notified of the intent to Manufacture Discontinue the

product or release and all last time buy orders have been processed. Repair services,technical support, and emergency recovery are provided per published policies and/orthe terms of associated customer contracts. Design maintenance is limited to emergencyrecovery, critical issues, and/or the terms of associated customer contracts.

End of Li fe (EOL) This status applies to products, releases, and associated designdocumentation that are no longer supported by design driven processes. Customershave been notified of the intent to end the life of the product or release and allobligations for continued service and support have been satisfied. Design supportedhardware repair services are no longer available. Emergency recovery is availablesubject to spares availability. Technical support may be available to a commerciallyreasonable extent.

The table below shows the numbering convention used for all software. Each software versionfollows the format XX.YY.ZZ.WW:

Table 2 - Software Numbering Convention

Field Terminology Description Example

XX MajorFeature Release Major functionalityadditions or changes.

24.0.0.025.0.0.0

YY MinorFeatureReleases

Functionalityadditions/changes andfixes for known issues.

24.1.0.025.1.0.0

ZZ MaintenanceRelease Fixes for known issues.May also include minorenhancements toexisting functionality.

25.0.1.0

WW Patch Patch for critical issues 24.1.0.9


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Lifecycle

Each Major version follows the following lifecycle:1. Release to Beta testing.

2. Promotion to GA version.

3. Minor releases are provided according to market needs and development schedule.

4. Maintenance releases are provided on average every two months.

5. At any given time two major releases are supported for Alteon products per platform;once a new major version is planned to become available a MD announcement isissued to customers for the oldest previously supported major release.

6. For the first 24 months following the retirement date, Radware will provideMaintenance release for critical bugs reported via Radware Technical Support, aswell as phone support and on-site assistance through the Certainty Support Program.

7. 24 months after a release becomes MD it reaches End of Life milestone andRadware will no longer develop, repair, maintain, or test the retired software version.

S oftware Upgrades

Software Upgrades are available only for units that are covered by a valid support agreement.Radware provides the opportunity for customers that do not have a valid agreement in place atthe time to activate one, if needed.

Obtaining Software

All software releases can be obtained through Radware Alteon website atwww.radwarealteon.com.
http://www.radwarealteon.com/http://www.radwarealteon.com/http://www.radwarealteon.com/


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APSolute Insite Product and Software Upgrades

P roduct Upgrades

The APSolute Insite license provides extended features and functionalities. An APSolute Insitelicense is provided in the form of a license file, which is bound to the MAC Address of theworkstation on which APSolute Insite is installed.

A complete description of the APSolute Insite licensing mechanism and options is provided inthe Radware Licensing Modeldocument available onwww.radware.com.

Ordering Product Upgrades

The following information must be included on the Purchase Order for each unit when orderingupgrades:

Requested Upgrade.

MAC Address of the ManagePro device or the workstation on which APSolute Insite isinstalled.

AP S olute Insite Software Cyc le

APSolute Insite ManagePro

For APSolute Insite ManagePro, each new software release in Shipping GAstatus is aMaintenancerelease for the previous software version and replaces it. No additional

maintenance releases are provided for the previous software version.

APSolute Insite

For APSolute Insite, there are no support fees for either the free product or advanced licenses.Although Radware is not compensated for support and therefore, not obligated to providemaintenance releases, it does provide releases, together with releases for APSolute InsiteManagePro.

Obtaining S oftware

All APSolute Insite software releases can be obtained through Radwares website at

www.radware.com.Units can be upgraded to a new Maintenancerelease without a newpassword. Although the administrator will be prompted for a password when upgradingManagePro, the password check is not enforced.

Please contact Radware Technical Support [email protected] further assistance isrequired.
http://www.radware.com/http://www.radware.com/http://www.radware.com/http://www.radware.com/http://www.radware.com/mailto:[email protected]:[email protected]:[email protected]:[email protected]://www.radware.com/http://www.radware.com/


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Product Lifecycle

The diagram in Figure 2 below illustrates Radwares product lifecycle and typical timelinesassociated with each phase. Support availability varies during each phase of the productlifecycle and is summarized in theCoverage for Product Lifecycletable at the end of thissection. The term Product refers to an integrated solution of a software feature set andunderlying hardware platform. The Software Lifecycle was described in the previous section.

Figure 2: Product/Platform Li fecycle

Beta

Limited

Availability

General

Availability End of SaleEnd of

Maintenance

End of

Support

1 3 Months1 3 Months +24 Months +12 Months

End of Sale

Notice

3 Months

Product E nd of Life Proces s

1. Radware announces its intention to stop the specific product sales through an End ofSale Notice.

2. Three monthsafter the End of Sale Notice, the product or platform reaches the Endof Sale (EOS) milestone and can no longer be ordered from Radware.

3. For the first 24 monthsafter the EOS milestone, Radware will provide Hot Fixesforcritical bugs reported via Radware Technical Support, as well as phone support,hardware repair/replacement, and on-site assistance through the Certainty Support

Program. Hot Fixeswill be provided only for the Majorrelease that was ShippingGAat the time of the EOS announcement.

4. Twenty seven monthsafter the End of Sale Notice, the product or platform reachesthe End of Maintenance milestone and is no longer eligible for software upgrades ofany type. Phone support, hardware repair/replace and on-site assistance areavailable through the Certainty Support Program for another 12 months.

5. Thirty nine monthsfollowing the End of Sale Notice, the product or platform reachesthe End of Support milestone and is no longer eligible for further support. Phonesupport, hardware repair/replace, and on-site assistance are no longer available oncethe End of Support milestone is reached.


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The table below summarizes the available Certainty Support program coverage for relevantstages of the Product Lifecycle.

Table 3 - Coverage for Product L ifecycle

Certainty Support Program Coverage

Product LifecyclePhase

PhoneSupport

On-siteSupport

Software HardwareWarrantyExtensionMajor/Minor/

MaintenanceRelease

HotFix

Limited Availability

General

Availability

End of Sales

End ofMaintenance


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Product Status

The following table lists products and platforms at or beyond the End of Sales milestone:

Table 4 - Product Status

Product Line Life Cycle Stage

AppXcel Web Application FirewallModule

End Of Sales asof April 2009End Of Features1

End Of Maintenance as of April 2011as of April 2010

End Of Support as of April 2012

CertainT 100 platforms (XS1v1,XS1v2, XS2v1, XS2v2

End Of Sales as of September 2007End Of Features*as of September 2008

End of Maintenance as of September 2009End Of Support as of September 2010

DefensePro 50, DefensePro 100,DefensePro 200, DefensePro1000, DefensePro 2000 &DefensePro 3000

End Of Sales as of December 2007End Of Features* as of December 2008End Of Maintenance as of September 2010End Of Support as of September 2011

FireProof 200, FireProof 202,FireProof 1000 & FireProof 3000

End of Sales as of June 30, 2008End of Features* as of June 30, 2009End of Maintenance as of June 30, 2010End of Support as of June 30, 2011

H processor (2 Fast Ethernet & 4

Fast Ethernet Platforms)

End of Maintenance as of November 1, 2004

End of hardware repair/ replace as ofNovember 1, 2006End of Support as of November 1, 2006

Inflight 5000 3U Platform End of Sales as of July 2009

SecureFlow End of Sales as of March 31, 2010End of Maintenance as of March 31, 2012End of Support as of March 31, 2013

First Generation WSD & WSD Pro(Fast Ethernet Bay Platform)

End of Support

WSD-PRO Ethernet Platform (i960CF Processor)

End of Maintenance as of July 1, 2003

WSD/LinkProof/Fireproof Fast

Ethernet C Platforms (i960 CFProcessor)

End of Maintenance as of July 1, 2003

Web Server Director (WSD) End of Sales as of October 1, 2009End of Maintenance as of October 1, 2011End of Support as of October 1, 2012

1 End of Feature development for a product - relevant for products retired before January 2009


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Radware Technical Support

Position Statement

To successfully compete in a global economy, leading organizations must create effectivecommunication channels with diverse customers, partners, resellers and employees at aninternational scale and avoid becoming a Tower of Babel.

Radwares Technical Support organization has taken the responsibility to removecommunication barriers which often exist in such multilingual environments by formally adoptingEnglish as its official language of operation. The purpose of this action is to ensure that allservice-related communication is maintained in one common language to facilitate the mosteffective technical support possible for all Radware customers.

Non-Disclosure Statement

Radware considers the privacy of your business information one of our key priorities andresponsibilities. In providing technical support, our staff fully abides by the following servicetenets to protect any personally-identifiable, proprietary, or valuable information disclosed to andcollected by us during the resolution of your service request:

The primary role of Radware Technical Support is to help ensure Radware solutions andrelated networks operate efficiently.

Radware Technical Support staff is subject to the terms of the Service Level Agreementthat governs their access to and use of information necessary to provide technicalsupport.

Radware Technical Support staff will not use any information that becomes available tothem for any reason other than support.


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Certainty Support Program

Radware offers technical support for all its products through the Certainty Support Program.Each level of the Certainty support program consists of five (5) elements:

Phone and Email Support

Knowledge Base Access

On-site Support

Software Upgrades

Hardware Maintenance

All of the above elements are combined into five (5) separate support packages. Each package

in the program adds incremental value at higher levels of support. Support is provided on a per-unit basis.

The following are the support packages available under the Certainty Support program:

Certainty Support Level 1 (CL1): Provides business day access to Technical SupportCenter services and technical documentation, either via the Web, email or direct phonesupport during weekdays, 9am to 5pm (excluding holidays). New releases of software,including new features and maintenance releases, are available for units covered underthe Certainty Support program. In addition, for units covered under Certainty SupportLevel 1, the standard hardware warranty is extended after the expiration of the initialterm to match the term of the CL1 Agreement.

Certainty Support Level 2 (CL2): Expands CL1 access to the Technical SupportCenter to 24 hours a day, 7 days a week, and 365 days per year.

Certainty Support Level 3 (CL3): Adds next business day replacement of failedhardware to CL2 level and waives customer shipping costs. Next business dayavailability is location dependent refer to the Global Availability Tablebelow for details.

Certainty Support Level 3 (CL3+): Applies to Radware Alteon devices only.Addsnext business day replacement of failed hardware to CL2 level and waives customershipping costs. Next business day availability is location dependent refer to the Global

Availability Table below for details. Also includes on-site technician support within 4hours (available only in select areas). (This is 25% additional cost to CL5 coverage).

Certainty Support Level 4 (CL4): Adds next business day on-site support from

Radware Engineering to CL3 level. Availability is location dependent refer to theGlobal Availability Tablebelow for details.

Certainty Support Level 5 (CL5): On-site technician support within 4 hours (availableonly in select areas) or a spare unit located on-site. Refer to below table for more details.

Certainty Support Level 5+ (CL5+): Applies to Radware Alteon devices only.On-site technician support within 4 hours (available only in select areas) and a spare unitlocated on-site. Refer to below table for more details. (This is 25% additional cost toCL5).


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The table below summarizes the program by level:

Table 5 - Certainty Suppo rt Levels

Level Support SUS Software Hardware On-site SupportCL1

5 days a week,8 hours a day(in your local timezone, excludingholidays)

NoFeatures &MaintenanceReleases

StandardWarranty1

No

CL2 7 x 24 YesFeatures &MaintenanceReleases

StandardWarranty1

No

CL3 7 x 24 YesFeatures &MaintenanceReleases

Next Business DayReplacement2

No

CL3+ 7 x 24 NoFeatures &MaintenanceReleases

Next Business DayReplacement2, 6

4 HourOn-site Tech3, 6

CL47 x 24

YesFeatures &MaintenanceReleases

Next Business DayReplacement2

Next Business DayRadware CertifiedEngineer5

CL5

7 x 24

Yes

Features &MaintenanceReleases

Next Business DayReplacement2,4

4 HourOn-siteTech3

OR SpaUnitOnSite

CL5+

7 x 24

No

Features &Maintenance

Releases

Next Business DayReplacement2,4

4 HourOn-

siteTech3

AND6 SpaUnit

OnSite

Notes:

Note 1: The Standard Warranty converts to an Extended Warranty at the end of theinitial term and the date is revised to match the term of the Certainty Support Agreement.

Note 2: The Standard Hardware Warranty converts to an Extended Warranty at the endof the initial term and upgraded to provide for next business day unit replacement for allunits covered in the program. Availability is location dependent refer to the UGlobal

Availability TableU.

Note 3: Availability is location dependent refer to theU

Global Availability TableU

. Note 4: Requires the purchase of at least 4 similar units at Certainty Level 5. Similar

units are the same product with a common hardware configuration (platform and portconfiguration). The 4 units must be installed at the same location as the on-site spare.For countries where CL3 is not available (see UGlobal Availability Table Ubelow), UnitReplacement is provided, but on-site delivery is not guaranteed for one business day.


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Note 5: In Japan, when purchasing Certainty Level 4 the on-site Radware certifiedengineer option is not available. Instead unit replacement is provided within 4 hours inselected areas. Refer to the Global Availability Tablefor details.

Note 6: This coverage applies to Radware Alteon units only.


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C ontinuous S upport and R enewal

The Certainty Support Program is a flexible program that may be renewed at any time to ensureproper and continuous levels of coverage on a unit and any upgrade licenses or componentsadded to it thereafter. To avoid a lapse in support, please keep the following renewal policy inmind:

Renewal contract coverage will always start at the end date of the previous contract;hence intermittent renewal will be backdated to run consecutively and chargedaccordingly (or backdated to ship date if a contract never existed)

A renewal lapse will involve an additional reinstatement fee on the backdated period

An RMA request that will be opened on a unit which is not covered by Certainty Supportwill be charged as per the hardware price list (25% of list price for repair or 50% of listprice for replacement unit) and shipped within 14 working days

The above terms and conditions are also applicable to SUS (Security Update Service)

The support fees are based on the unit price plus the price of any additive license(s)purchased in connection with the unit. Radware cannot support a partial solution;therefore if a customer is not interested in renewing support for the unit includingadditive licenses, the customer has the choice of removing the additional licenses andrenewing support on the basic unit only. The customer should note that such a waiverwill result in downgrading of the unit to remove the additional license(s) before supportcan resume.

As a Radware Alteon customer, we offer seamless migration of your existing support program toRadware Alteon Technical Services. During the initial transition, your existing support plan2

coverage will be immediately transferred to Radware - unchanged and remaining in effect untilthe support term expiration3

. Upon support expiration, you will have the option to renew supportusing the Radware Certainty Support Program.

To initiate the conversion to Radware Certainty Support, you must mail or call your dedicatedRadware Alteon Account Representative or local system integrator/reseller. Please provide theSerial Number and/or MAC address for your device, indicate the desired Program level, andterm dates. The request will then be forwarded to the Radware local office for processing, wherea proposal quote is generated. Once approved, an order is placed for the appropriate CertaintySupport Program level.

2The current support plan eligibility is based on Nortel support contract records and applies to exclusive (Alteonunits only) or bundled (Alteon units plus additional Nortel solutions) support contracts

3The support term expiration is defined on a per case basis based on each customer's support contract.


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Geographic C overage

The Certainty Support Program is available globally; however, the availability of specific supportpackages varies by country. As of the date of this document, global availability is provided asfollows:

Table 6 - Global Availabilit y

Region Certainty Support Program

Level 1 Level 2 Level 3 Level 4 Level 5

4-Hour SpareUnit

North America

ContinentalUS

Hawaii &Alaska

Canada 4

Mexico 2

Bermuda 1

All OtherCountries

South AmericaAll Countries 2

Asia & Pacific

Australia 1

China 2

India

Indonesia 1

Japan 3

South Korea 2

Malaysia 1

New Zealand 1


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4-Hour Spare

Unit

Singapore 1

Taiwan 1

Thailand 2

OtherCountries

Europe, Middle East & Africa

Austria

Belgium

Cyprus

CzechRepublic

Denmark

Finland

France

Germany

Greece

Hungary

Ireland

Israel

Italy

Netherlands

Norway


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4-Hour Spare

Unit

Poland

Portugal

Romania 1

South Africa

Spain

Sweden

Switzerland

UnitedKingdom

All OtherCountries

Notes:

Note 1: 2nd Business Day Hardware delivery only.

Note 2: 3rd Business Day Hardware delivery only.

Note 3: 4-hour unit replacement available in 23 Wards in Tokyo. Next business dayRadware certified engineer is not available.

Note 4: This coverage applies to Radware Alteon units only.


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T elepho ne Nu mbers

Below is the global telephone directory for Radware Technical Support. To expedite resolution,register your installed Radware products through Customer support atwww.radware.com.

Table 7 - Global Support Contacts

Technical Support Contact Numbers

North America Asia & Pacific

United States &Canada (24x7)

1 877 236 9807 Australia 1 800 235 895

China 1 0800 490039

Local (US) or Mexico 1 646 200 5899 Hong Kong 800 965892

India 186030000010

All Other Countries +972 3 7668686 Japan 0053 1 800063

+972 3 7668686Secondary SupportLine (to NJ, USA)

+1 201 785 32914 Malaysia 1800 803968

South America New Zealand 800 441490

Brazil 0897222010 Philippines 1800 11141017

Peru 0800 50777 South Korea 82 2 3452 1240

Chile 1 2300207521 Singapore 800 9722031

All Other Countries +972 3 7668686 Taiwan 00801 972119

Secondary SupportLine (to NJ, USA)

+1 201 785 3291 3F4 Thailand 800 120663926

All other Countries +972 3 7668686

Europe, Middle East & Africa

Austria 0800 293591 Luxembourg 800 29732Belgium 0800 77112 Morocco 002110012 code2274

Denmark 808 83293 Netherlands 0800 249857

Egypt 7955770 code 2284 Norway 800 16638

Finland 0800 115564 Portugal 800 819597

France 0805 701005 South Africa 800 994930

Germany 800 1827169 Spain 900 941875

Greece 0800 125577 Sweden 020 792187

Israel 03 7668686 Switzerland 800 563059

Hungary 06 80015073 Turkey 8001 42038250

Italy 800 786016 Ukraine 000132103

Jordan 18800001 code 2066 United Kingdom 800 0968875All OtherCountries

+972 3 7668686 Secondary SupportLine (to NJ, USA)

+1 201 785 32914

4Use only if a technical problem occurs with the local number listed for the region.


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Case Reporting

Service Requests can be submitted to Radware Technical Support by telephone, email, or web.

All requests are entered into an Oracle-based Case Management System where a uniqueService Request number is assigned for updating and tracking purposes. A valid Support

Agreement and device Serial Number or MAC address are required to receive promptassistance. The engineer assigned to the request will advise if any additional information isneeded to help resolve the issue.

If your Radware device is not working properly, or you need to make changes to yourenvironment, or your Radware device must be replaced, contact Radware Technical Support toopen a Service Request. When opening a case, you will need to provide the followinginformation:

Contact name, email address, and phone number

Company name

Serial number and/or MAC address for the device

Configuration file and logs, if available

A detailed description of your issue, including any error messages, a detailed descriptionof when the problem started and if any changes were made prior

A logical diagram of your network, including the IP addresses of Radware devices andany other relevant surrounding devices

This information will help validate your service agreement and promptly identify your hardware.If you are unable to locate any of this information, please call Radware Technical Support for

assistance.

iSupport

Customers may also report a device issue to Radware Technical Support via iSupport. iSupportis a web-based support application exclusively available to registered Radware customers fromthe Customer portal of Radwares website. iSupport is a separate service from the Radwarewebsite and requires its own login.

In addition to entering new service requests into Oracle, registered iSupport users can managepreviously submitted support tickets, view their installed base, search the technical KnowledgeBase, and more.

First-time Radware customers can register for an iSupport account at:http://www.radware.com/isupport/register.asp.You will need your device Serial Number andMAC Address to register. All users must register using this iSupport registration link.

An iSupport user guide along with login information is provided usually within 3 business days ofthe registration request. Once registered, iSupport users can access the Knowledge Base byclicking on the Supporttab from the main page for iSupport athttp://www.radware.com/isupport/.
http://www.radware.com/isupport/register.asphttp://www.radware.com/isupport/register.asphttp://www.radware.com/isupport/http://www.radware.com/isupport/http://www.radware.com/isupport/http://www.radware.com/isupport/register.asp


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S ummary R eporting Methods

Below is a summary of the various methods available to report a technical service issue on yourRadware device:

Table 8 - Reporting Technical Issues

Method Contact Use AvailabilityPhone

Toll-Free, US:

+1 877 236 9807

Local:

+1 646 200 5899

International:

+972 3 766 8686

Other:

Visit Contact Us at

www.radware.com

Appropriate for critical,

urgent issues. During heavy

call volumes, may be

answered by an operator at

a Radware-designated

service. A return call to the

customer by a Radwarerepresentative will occur

WITHIN 30 MINUTES

24x7

Email For Radware products:

[email protected]

For Alteon products:

[email protected]

Appropriate for non-critical

issues, e.g.:

general inquiries, requests

for technical documentation/

information, schedule

support during an upcoming

maintenance window

24x7, where

online service

is available

Online Use Online Support Formunder Technical Support at:

www.radware.comfor

Radware products (login

required)

OR

www.radwarealteon.comfor

Alteon products

Appropriate for non-criticalissues, e.g.:


for technical documentation/

information, schedule


maintenance window

24x7, whereInternet

service is

available

iSupport www.radware.com/isupport/

(separate login required)

Appropriate for non-critical

issues, e.g.:


for technical documentation/information, schedule


maintenance window, view

installed base and manage

support cases, search

knowledgebase

24x7, where

Internet

service is

available
http://www.radware.com/http://www.radware.com/mailto:[email protected]:[email protected]:[email protected]:[email protected]://www.radware.com/http://www.radware.com/http://www.radwarealteon.com/http://www.radwarealteon.com/http://www.radware.com/isupport/http://www.radware.com/isupport/http://www.radware.com/isupport/http://www.radwarealteon.com/http://www.radware.com/mailto:[email protected]:[email protected]://www.radware.com/


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S everity C as e Clas s ifications

When a case is first opened, a classification rating is assigned based on problem severity,

complexity, system availability, and business impact. The five severity levels are:

E2 Outage Situation Emergency / Network Down. Use of services is completelysuspended. No workaround is available

E1 - Loss of Redundancy Backup device is down

Business Critical Feature/function failure, operations are severely restricted and aworkaround is available

Major Major Impact Sustained. Product does not operate as designed or limitedproblem condition exists. Acceptable workaround is available

Minor Minor Impact Sustained. Minor condition or configuration issue is present butcan be avoided or there is a question or issue related to documentation or other generalinquiry.


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The table below lists severity designations and some representative examples:

Table 9 - Severity Classifi cations

SeverityClassification

Radware Case Priority &Definition

Possible Examples

CriticalAlteon Only

E1A problem that severelyaffects service,capacity/traffic, billing andmaintenance capabilitiesand requires immediatecorrective action,regardless of time or dayof the week.

Total or partial network element outage

A reduction in capacity or traffic handlingcapability such that expected loads cannotbe handled

Failure resulting in dynamic routing,switching capability or transport loss

Any loss of safety or emergency capability(for example, emergency calls such as 911

in North America)

Loss of the systems ability to performautomatic system reconfiguration

Inability to restart the system

Loss of billing/accounting capability

Corruption of billing or system databasesthat requires service affecting correctiveactions

Other issue that severely affects service,

capacity/traffic, billing, and maintenancecapabilities or is jointly deemed as such byRadware and the customer.


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Possible Examples

MajorAlteon Only

E2A problem that results inpotential servicedegradation and/or totaloutage. Serious situationnot involving servicedegradation in a liveenvironment, but leading toa total or partial loss ofredundancy.

Loss of redundancy of critical functions (forexample, control, interface, power, cooling)

Loss of protection switching capability

Short outages equivalent to system orsubsystem outages not seriously impactingservice and having accumulated durationsof greater than two minutes in any 24-hourperiod, or that continue to repeat duringlonger periods

A reduction in provisioned capacity of 5%

and for a cumulative duration of more than10 minutes per 24 hours

Repeated degradation of DS1/E1 or higherrate spans or connections

Loss of systems ability to performautomatic system reconfiguration

Loss of access to maintenance or recoveryoperations

Any loss of functional visibility and/ordiagnostic capability

Loss of systems ability to provide anyrequired system critical/major alarms

Total loss of access to provisioning

Major Business CriticalA major degradation ofsystem or serviceperformance that impactsservice quality orsignificantly impairsnetwork operator control or

operational effectiveness.Overall network isdegraded causing severelimitations to operations ornetwork managementsoftware, product hasmajor feature that is notworking properly and hasonly a difficult workaround.

Business has been given a workaround butthe situation still requires constant attentiondue to the temporary nature of theworkaround

Software application/migration issue thatprevents the introduction of new services or

functionality

Billing error rates that exceed specifications

Corruption of system or billing databases


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Possible Examples

Major Major

A problem that results in acondition that seriouslyaffects system operation,maintenance andadministration, etc. andrequires immediateattention. The urgency isless than in a BusinessCritical situation becauseof a lesser immediate orimpending affect onsystem performance,

customers, businessoperation and revenue.

Degradation of any capacity/trafficmeasurement function; degradation offunctional visibility and/or diagnosticcapability

Degradation of access for maintenance orrecovery operations

Degradation of the systems ability toprovide any required system critical/majoralarms

Loss of access for routine administrativeactivity

Any system failure without direct immediateimpact

Intermittent degradation of services; partialloss of access to provisioning

Software application/migration issues thatdo not impact service

Reduction in any capacity/trafficmeasurement function

Any loss of functional visibility and/or

diagnostic capability Any significant increase in product-related

customer trouble reports

Follow-up to E1 customer problems

Other issue that disrupts or prevents routinesystem activities or issue that is jointlydeemed as a Major event by Radware andthe customer.


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Possible Examples

Minor MinorA problem that does notsignificantly impair thefunctioning of the systemand does not significantlyaffect service tocustomers. Theseproblems are tolerableduring system use.

Service analysis, recorded announcementsoperational measurements, maintenanceprogram, or network managementproblems; or system-related documentationinaccuracies that do not affect callprocessing

Test equipment failures for which a backupor manual alternative can be employed

Circuit pack testing issues

R espons e Times

The following table summarizes typical response times for service requests by severity level.

Table 10 - Response Times by Severity

Severity Suggested Reporting Method Response TimeE2

Phone


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On-site Support

Next Business Day on-site support by Radware Certified engineers is available to Radwarecustomers purchasing Certainty Support Level 4 (please see the Global Availability Tableforexclusions). A Level 4 Certainty Support customer must first call Radware Technical Supportand open a case. Radware Technical Support will attempt to diagnose, troubleshoot and resolvethe problem remotely. If remote support does not resolve the issue, a Radware Certifiedengineer can be dispatched to the customer site next business day at no charge to thecustomer.

4-hour on-site support by a local technician is available (in select areas only) to Radwarecustomers purchasing this option under Certainty Support Level 5. The procedure andconditions for Certainty Level 4 on-site support also apply for dispatching a technician underCertainty Level 5 on-site support.

On-site Support is available to Alteon customers via Return Material Authorization (RMA) asCL5+ or CL5-S expanded service. The CL5 expanded service offers Alteon customers twooptions:

H/W Replace w/Labor 4-HR/Same BD Mon-Fri

H/W Replace w/Labor 4-HR Sun-Sun

The RMA On-site Support option will be processed according to the level of service purchasedby each Alteon customer. Please refer to the RMA section in this Guide for more details.

S pare Unit On-site Option

Certainty Support Level 5 includes an option for a spare unit to be located at the Customer site.In order to take advantage of this offering, at least 4 similar units at a common location must becovered under Certainty Support Level 5. Similar units are defined as units belonging to thesame product family (for example, LinkProof or CID) and having the same hardwareconfiguration (platform and port configuration).

Radware will provide a single spare unit for all sites at which at least 4 similar units are coveredby Certainty Support Level 5 as described above. This unit will be located at the customer site,but remains Radware property and must only be installed in a production environment uponauthorization from Radware Technical Support. Radware Technical Support will provide thisauthorization following proper case diagnostics that may indicate the presence of a hardwarefailure.


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Planned Technical Support (PTS)

Planned Technical Support (PTS) is a service that allows customers to arrange, in advance, forRadware dedicated technical support. Support can be scheduled during a change window orother convenient time for assistance with basic configuration changes, software versionupdates, maintenance or other similar operational support on eligible Radware products.

PTS is provided to existing Radware customers located in the U.S. and holding valid Level 3through 5 Certainty Support agreements. Service may be scheduled at any time, 24 hours a dayand 7 days a week, with 5 business days advance notice. Up to a 4-hour block of time may bescheduled, if needed.

PTS service requests, like standard requests, are entered into a Case Management System toensure proper tracking and exceptional handling through completion.There is no additional

charge for this value-added service for existing U.S. customers with eligible Radware productsand valid coverage, as defined above.

Note, the PTS Program is not available for installations of new devices or in lieu of ProfessionalServices offered by Radware. If a new installation, consultation or other assistance with large,complex configurations is required, please contact Radware Sales for more information onImplementation Support Programs.

Scheduling PTS Service

PTS service must be scheduled in advance by contacting the Radware Technical AssistanceCenter at 1-877-236-9807or by sending an email request [email protected] least 5

business days in advance of the planned support.

A Support Engineer will contact the customer within 1 business day of receipt of the PTSrequest to coordinate details for dedicated support. Up to 24 hours prior to the scheduled date,an email confirmation will be sent to the customer containing specific information related to theplanned service.
mailto:[email protected]:[email protected]:[email protected]:[email protected]


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R eturn Material Authorization (R MA)

Overview

Once a case is opened as explained under Case Opening Guidelines above, RadwareTechnical Support will attempt to perform a series of steps to diagnose the issue and restore thedevice to its normal operation. However, if the support engineer is unable to recover the deviceand further determines the issue is caused by hardware failure, the engineer will inform you thatthe unit must be returned for repair or replacement and will update the status of your ServiceRequest accordingly.

To initiate the RMA process, you must complete the online RMA Form that is automatically sentby the Case Management System as a URL link to the contact email address on file. The URLlink is dynamic and will change when a new RMA case is authorized by Radware Technical

Support.

Once the online RMA Form is submitted, it will be processed based on the terms of your servicecontract. Generally,

For a unit covered by Same Day or 4-Hour service, with or without on-site Labor, or toactivate an on-site spare, please call Radware Technical Support at any time forassistance:

Table 11 - Contacts for an RMA Case

Region Number

Toll-free (US): +1 877 236 9807

Local (US): +1 646 200 5899

International: +972 3 766 8686

Other LocalNumbers:

www.radware.com/Customer/GlobalSupport.aspx

If you are in North America, South America, Central America, the surrounding islands orHawaii, the completed RMA Form must be received by Radware Technical Support by4:00 pm Eastern Time.

If you are in the rest of the world, the completed RMA Form must be received by

Radware Technical Support by 6:00 pm Israel Local Time.

For all repairs, the device will ship with the latest factory software release which may not be thesame version as the software received from the customer's defective unit. Radware provides asix-month repair warranty. In the event the device incurs an RMA within the 6-month repairwarranty period, Radware will replace the device and no longer attempt to repair it.
http://www.radware.com/Customer/GlobalSupport.aspxhttp://www.radware.com/Customer/GlobalSupport.aspxhttp://www.radware.com/Customer/GlobalSupport.aspx


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RMA Process by Certainty Support Levels

Certainty Support Level 1 and Level 2 provide for repair or replacement of a faulty device. The

customer must first send the unit to the Radware-designated repair center. Radware will thenanalyze the unit and repair it, if possible. If the unit cannot be repaired, a replacement unit willbe sent to the customer. The customer will be notified of the status of the defective unit within 5business days of receipt.

Certainty Support Levels 3 through 5 also provide for repair or replacement of a faulty device. Inaddition, Radware advances a unit replacement to the customer and pays for return shipping ofthe faulty device to a Radware service center. Once the completed RMA Form is received byRadware Technical Support, a replacement unit is dispatched from one of our global warehousecenters to arrive within the timeframe indicated in the Global Availability Tablefor the CertaintyLevel purchased. The defective unit must be returned to Radware within five (5) business daysfrom the date the case was opened using the return label included in the advance replacement.

Failure to return the defective unit to Radware within this timeframe will result in an invoice tothe customer for the full cost of the replacement unit. Please note, non-consecutive renewalorders (lapse in coverage) for Certainty Support Level 3 and above are entitled for NextBusiness Day Advanced replacement only after fourteen (14) business days from the orderrenewal date.

On-site spare devices provided by Certainly Level 5 coverage remain Radware property andmust only be installed in a production environment upon authorization from Radware TechnicalSupport. Radware Technical Support will provide this authorization following proper casediagnostics that may indicate the presence of a hardware failure. Please note, once the on-sitespare device is installed, Certainty Support coverage transfers from the failed device to thenewly installed device and the RMA replacement shipped for next day delivery becomes the

new on-site spare.

RMA Process for Alteon Products

RMA for an Alteon product is subject to the same conditions explained above in the RMAOverview section. In addition, if the faulty unit is not covered by a valid support or warrantyagreement, a cost estimate for the required service will follow and the RMA will be processedaccordingly.

Dead on Arrival (DOA)

A device is considered Dead on Arrival (DOA) if hardware failure occurs within thirty (30) days

of its ship date. The countries of Japan, Hong Kong, China and Taiwan are the only exception tothis policy. In these Asia-Pacific countries, a device is eligible for DOA designation within ninety(90) days from its ship date.

In the event of a DOA situation, the RMA Procedure for Certainty Support Levels 3 through 5would apply and delivery of the replacement unit would be subject to the guidelines of theGlobal Availability Tablecontained in this document.


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S tandard Warranty

Radware hardware products are warranted against defects in material and workmanship for aperiod of one year from date of shipment. Radware software carries a standard warranty thatprovides bug fixes for up to 90 days after date of purchase.

For hardware warranty service or repair, the product must be returned to a service facilitydesignated by Radware. Customer shall pre-pay shipping charges to Radware and Radwareshall cover shipping charges in returning the product to the customer. Please see specificdetails outlined in the Standard Warranty section of the customers purchase order.

E xtended Warranty

Radware offers an extended warranty to process an RMA request in the event of hardware

failure following termination of the Standard Warranty. The extended warranty is availablethrough the Certainty Support Program.


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R adware Alteon 5-Year S upport6

As a valued customer, Radware fully respects your requirements and strives to support yourcurrent and future plans. Therefore, we provide you with a 5-Year Support Plan guaranteeing noend of support (EoS) of Radware Alteon models for 5 years as of March 31, 2009.

Business benefits

Key business benefits provided for the five-year period:

Ensure your ADC platform is continuously supported using

Radware Certainty Support Guide

Documents

Transcript of Radware Certainty Support Guide