Services

NETASQ’s wide range of robust services sets standards of excellence and guarantees high levels of customer satisfaction.

Some of these services are delivered by our trusted partners (over 750 certified partners to date) who are present in over 40 countries.


Download the general terms conditions

Introduction



Our NETASQ Certified Partners are your entry point for first level, local language support. Our Expert Certified Partners and our NETASQ Certified Support Centers (NCSCs) have direct access to our Support Center which is run by experienced, NETASQ-qualified Engineers. They provide first level support for all NETASQ products.

NETASQ offers comprehensive hardware and software maintenance programs to guarantee you proactive protection. Our maintenance packs include several exchange programs to provide you with extended guarantees, in addition to an Active Update service. This offers effective protection against existing and new threats as they appear on a daily basis. In addition you have access to the latest major and minor software releases.

Training is primarily provided via our NCTCs, in local languages. Access to our Training programs.

NETASQ experts have also developed a wide range of tailored consulting services to complement those provided by our trusted partners and integrators. Professional Services, Technical Account Management (TAM) and NETASQ Vulnerability Manager ASQ Audited Network (SAAN) address the specific needs of the most demanding architectures. Access to our Consultancy page.


Maintenance



maintenance
New network threats appear every day, meaning that only a security solution which is constantly updated can offer the levels of protection you require. NETASQ’s proactive approach to network security is backed by a team of R&D Specialists who are constantly developing corrective measures to counter tomorrow’s threats.

As a NETASQ partner you can benefit from their ability to protect you against the risks before they emerge. We offer a range of maintenance packages which allow you to develop precisely the right security solution for the needs of your network infrastructure.

NETASQ offers complete maintenance packages, including a subscription giving you access to:
• Major and minor software updates
• Intrusion Prevention Engine contextual signature updates
• Updates to dynamic URL lists
In addition, you benefit from:
• Access to our support centre via your partner
• Contract offering warranty and equipment exchange options with return times dependent on the maintenance pack selected
 
You can choose between two packages : INITIAL or PRIVILEGE. The benefits are as follows :



This is an entry-level maintenance package designed to meet most of your general needs :

• Access to support via your partner.

• Standard warranties and exchange
for all materials (within 10 days of receiving defective appliance) signatures, URL filter database.

• NETASQ Active Update: Major and minor software updates, intrusion prevention engine contextual signatures, URL filter database

• NETASQ Active Update is available as an option for NETASQ Vulnerability Manager, Optenet and Kaspersky antivirus



The PRIVILEGE Pack is designed for companies operating a critical business which require a superior level of service.

• Access to support via your partner or a Certified Support Center

• Express warranties and exchange for all materials. 24 hour turn round provided incident has been reported by 15:00 French time. International delivery times vary depending on destination.

• NETASQ Active Update: Major and minor software updates, intrusion prevention engine contextual signatures, URL filter database

• NETASQ Active Update is available as an option for Vulnerability Manager, Optenet and Kaspersky antivirus

• NETASQ Newsletter Subscription

Each NETASQ partner can also provide emergency services with even shorter response times (1 hour, 4 hours) and maximum responsiveness. These offers are dependent on their geographical proximity and operating hours.

 List of partners in France or abroad

Active Update



Active Update
Defending your network against attack is a daily struggle.Failure to invest in a solution which provides real-time protection puts your network security at risk and may cost your organization dearly.

NETASQ understands these issues and our INITIAL and PRIVILEGE maintenance contracts offer you real-time protection in key areas:
• Updates for contextual signatures for the NETASQ intrusion prevention engine
• Updates for URL filter databases (Optenet as an option)
• Availability of major and minor software updates
• Availability of antivirus signatures (Kaspersky as an option)
• Updates for NETASQ Vulnerability Manager engine (optional)
• Automatic updates for RBL servers and Whitelist

support



support
All NETASQ sales partners are fully trained and certified to enable them to provide direct, local language support, wherever you are in the world.

NETASQ Certified Support Centers (NCSC) are required to have teams of a minimum 2 people who are certified to Administrator, Expert and Expert + level and are NETASQ approved to guarantee support of the highest quality.


EXPERT or Certified Support Centre
You have direct access to NETASQ technical support and a dedicated area on ChannelNet which you can access here In your dedicated ChannelNet area, you can access the knowledge base and find a library of technical documentation such as white papers, technical notes and 'how to's.


EXPERT and EXPERT+ Certified Only
Expert Support is available Monday to Friday 8am to 7pm. To speak to a specialist, please call +33 (0) 3 20 61 90 45.


Customers who are not EXPERT or Support Centre certified
All customers have access to our Technical Support Knowledge Base, in a private area which you can access here. In this dedicated area you can access the knowledge base and find a library of technical documentation such as white papers, technical notes and 'how to's. To ensure your support issue is dealt with swiftly, you should contact your reseller who will be able to identify the problem and take appropriate action to resolve it.

recycling



Product recycling
NETASQ is fully compliant with its obligations under the WEEE (Waste Electrical and Electronic Equipment Directive) and RoHS (Restriction of the use of certain Hazardous Substances in electrical and electronic equipment,) Directives, which have been adopted by the European Union to protect the health of individuals and the environment.

The WEEE Directive imposes obligations upon manufacturers of EU Member States to recycle the waste from electrical and electronic products.


RoHS Directive

The RoHS Directive (Restriction of use of certain Hazardous Substances) restricts the use of 6 hazardous materials in the manufacture of various types of electronic and electrical equipment. NETASQ complies fully with its obligations, as detailed below. This Directive requires that products launched in EU markets after 1 July 2006, should contain restricted quantities of the following 6 substances:
• Lead
• Mercury
• Cadmium
• Hexavalent chromium
• Polybrominated biphenyls
• Polybrominated diphenyl ether
NETASQ products are fully compliant with this directive.


WEEE and recycling of NETASQ products
To meet its obligations in respect of WEEE and historical waste, NETASQ has entrusted its WEEE management to its manufacturing partners. All aspects of processing and recycling of EEE waste products and historical waste carried out on behalf of NETASQ will be effected in accordance with WEEE Directive ordinances.

All NETASQ products governed by the WEEE Directive which have been delivered within the European Union since 13 August 2005, are designated by an icon showing a wheelie bin marked with a cross. This mark indicates that the product complies with the obligations imposed by the WEEE Directive in terms of disposal and reuse. The cost of recycling NETASQ products launched after 13 August 2005 is included in the price of the product.

For EEE and historic waste launched before 13 August 2005, the cost of waste recycling and transport to the recycling centre is the responsibility of the customer.

NETASQ’s registration number for WEEE compliance within the United Kingdom is listed below.
Registration number WEEE UK: WEE/AF0079UU

For more information on NETASQ’s recycling program and RoHS compliance, please contact your NETASQ approved reseller.

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