Essential Services Plan
NGFW Essential Support Standard
OEM Liaison
IOvations SCSE, when required, will act as a technical liaison between the Client and OEM. By leveraging IOvations SCSE, Engineers can offer a Client a sounding board for rudimentary and complex technical challenges, or aid in progressing an incident to resolution.
Life Cycle Management (1 major releases, 2 HFA’s as required based on CVE
Life Cycle Management Services are designed to provide proactive maintenance to assets on a regular basis. IOvations SCSE will apply vulnerability patches to keep critical security infrastructure up to date and mitigate risks. Upgrades will ensure the latest product features, security updates and capabilities are available to the Client.
POLICY Audit (once per year)
Security policies become dated as rules and objects are created, deleted, and moved. As infrastructure evolves over time, IOvations SCSE will analyze security policies once per year to ensure fresh and relevant configurations meet compliance and management requirements. Recommendations will be delivered with an action plan for remediation of findings.
System Analysis & Reporting (quarterly)
Systems can become less effective over time without proper maintenance and care and lead to failures, outages, and downtime. IOvations SCSE will periodically analyze systems to keep subscriptions up to date, identify potential system utilization issues, and ensure all operating system modules are enabled and functioning.
Architecture Review (quarterly)
Project management will review service to monitor results of work done by IOvations SCSE and review new any new security initiatives.
NGFW Essential Support Premium
OEM Liaison
IOvations SCSE, when required, will act as a technical liaison between the Client and OEM. By leveraging IOvations SCSE, Engineers can offer a Client a sounding board for rudimentary and complex technical challenges, or aid in progressing an incident to resolution.
Life Cycle Management (2 major releases, HFA as required based on CVE and bug fix)
Life Cycle Management Services are designed to provide proactive maintenance to assets regularly. IOvations SCSE will apply vulnerability patches to keep critical security infrastructure up to date and mitigate risks. Upgrades will ensure the latest product features, security updates and capabilities are available to the Client.
POLICY Audit (Once per year)
Security policies become dated as rules and objects are created, deleted, and moved. IOvations SCSE will analyze security policies once per year to ensure fresh and relevant configurations meet compliance and management requirements. Recommendations will be delivered with an action plan for remediation of findings.
System Analysis & Reporting (quarterly)
Systems can become less effective over time without proper maintenance and care and lead to failures, outages, and downtime. IOvations SCSE will periodically analyze systems to keep subscriptions up to date, identify potential system utilization issues, and ensure all operating system modules are enabled and functioning.
Architecture Review (quarterly)
Project management will review the service to monitor the results of work done by IOvations SCSE and review new security initiatives.
Incident Management
IOvations SCSE will assist where applicable in the event an incident occurs. This can include but is not limited to: log review, policy review, account review, network review.
Service Requests
Iovations SCSE will manage the entire lifecycle of all service requests and fulfilling or resolve requests while delivering the highest level of customer service to the Client.
Security Feature Review and Implementation
Iovations SCSE will assist in tuning Threat Prevention to achieve the most secure environment possible with products under support. This includes IPS, AV, URL, AntiBot, Threat Emulation, Sandboxing.
Security Policy Management
Iovations SCSE will be responsible for scheduled routine policy and configuration changes, investigate and assist with security policy issues.
Documentation of Firewall Environment
Iovations SCSE will provide documentation of the Firewall ecosystem. Included in the documentation are configuration exports and Visio diagrams.
Log Management
IOvations SCSE will review log retention best practices and provide recommendations accordingly.
SIEM Integration
IOvations SCSE will assist with the integration of clients’ SIEM tools.
Bronze Cyber-Support Services
Partnership
IOvations, when required, will act as a technical liaison between the Client and OEM. By leveraging internal IOvations resources, Engineers can offer a Client a sounding board for rudimentary and complex technical challenges, or aid in progressing an incident to resolution.
Life Cycle Management
Life Cycle Management Services are designed to provide proactive maintenance to assets on a regular basis. IOvations will apply vulnerability patches to keep critical security infrastructure up to date and mitigate risks. Upgrades will ensure the latest product features and capabilities are available to the Client.
Policy Review
Security policies become dated as rules and objects are created, deleted, and moved. As infrastructure evolves over time, IOvations will analyze security policies once per year to ensure fresh and relevant configurations meet compliance and management requirements.
System Analysis & Reporting
Systems can become less effective over time without proper maintenance and care and lead to failures, outages, and downtime. IOvations will periodically analyze systems to keep subscriptions up to date, identify potential system utilization issues, and ensure all operating system modules are enabled and functioning.
Silver Cyber-Support Services
Incident Management
IOvations will assist where applicable in the event an incident occurs. This can include but not limited to: log review, policy review, account review, network review.
Services Requests
IOvations will assist where applicable in the event an incident occurs. This can include but not limited to: log review, policy review, account review, network review.
Gold Cyber-Support Services
SECURITY POLICY MANAGEMENT
IOvations will be accountable for routine policy and configuration changes, investigate and remediate security policy issues and problems, align and execute on daily operational security policy requirements.
HEALTH MONITORING & ALERTING
Problems in the environment can go undetected for extended periods of time, or until it impacts services. With Health Monitoring and Alerting Services, IOvations will proactively monitor incoming alerts and begin remediation efforts to minimize downtime or an interruption in service.
Policy Review
Customers who have 24x7 Priority Incident Management as part of their service will have access to IOvations support 24 hours a day, 7 days a week, 365 days a year. Standard Service Level Agreements will still be in place for all services that have 24x7 Priority Incident Management.
PRIORITY SERVICE REQUESTS
Customers who have Priority Service Request Management as part of their service will receive priority handling of all service requests. Standard Service Level Agreements will still be in place for all services that have Priority Service Request Management.
Silver Cyber-Support Services
Partnership
IOvations, when required, will act as a technical liaison between the Client and OEM. By leveraging internal IOvations resources, Engineers can offer a Client a sounding board for rudimentary and complex technical challenges, or aid in progressing an incident to resolution.
Life Cycle Management
Life Cycle Management Services are designed to provide proactive maintenance to assets on a regular basis. IOvations will apply vulnerability patches to keep critical security infrastructure up to date and mitigate risks. Upgrades will ensure the latest product features and capabilities are available to the Client.
Policy Review
Security policies become dated as rules and objects are created, deleted, and moved. As infrastructure evolves over time, IOvations will analyze security policies once per year to ensure fresh and relevant configurations meet compliance and management requirements.
System Analysis & Reporting
Systems can become less effective over time without proper maintenance and care and lead to failures, outages, and downtime. IOvations will periodically analyze systems to keep subscriptions up to date, identify potential system utilization issues, and ensure all operating system modules are enabled and functioning.