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Endian UTM - Maintenance & Support

Endian Firewall UTM

Endian UTM Support & Maintenance

What is Endian Maintenance?

Endian Maintenance is a term-based subscription associated with any Endian product which provides constant updates (bug fixes, patches, signatures), upgrades (software enhancements), technical support and access to premium content.

Available Maintenance Packages

Maintenance subscription is offered in packages of 1 or 3 years at either the Standard or Advanced level. Depending on your maintenance (Standard or Advanced) the support service will be delivered with different response times. See below for more details.

Security Updates
Firmware Upgrades
Anti-virus Signatures
Content Filter URL Blacklist
Endian Network - Management Portal
Centralized Updates
Remote Access and System Management
Support Options
Colosseum Coverage 24x7x365
Hardware Warranty 1 Year
High Priority Endian Ticket Processing -
Hardware Warranty Extension* -
RMA Processing - Same Business Day** -
*Only Available with Advanced Maintenance Package.
**Immediate RMA Processing upon request. Replacement device is shipped on same business day. RMA request must be submitted before 10:00am (EST). Delivery transit time may vary depending on your location.

Support Level Definitions

Support ticket priority levels are used to assist in the prioritization of handling support issues. Colosseum Online Inc.'s engineers will use the guide below to select the appropriate priority level for all submitted support tickets. Please note that Colosseum Online Inc. has the right to modify the priority levels below and upgrade or downgrade the priority level of a support issue at any time.

Priority Level
Application/Appliance Status Impact on Business Operations Issue Description
Critical Down Severe Endian Appliance is down or experiencing a consistent, measurable performance impact.
Medium Up Significant Endian Appliance is experiencing intermittent failure or degredation of performance.
Low Up Little/None Questions, information, documentation, how-to requests.

Why Should I Renew the Maintenance & Support License?

Endian UTM solutions are designed to keep your network safe from a wide variety of malicious Internet threats and attacks, but because new threats emerge every day, doing so requires constant development. The tools used to secure networks today may simply not be enough to protect them tomorrow.

Here are some reasons why we strongly recommend you keep the Maintenance subscription valid and up to date: