HEZO Assistance All Care

HEZO Assistance All Care for WatchGuard solutions is a package of services that includes:

• help in registering the product correctly and in accordance with the manufacturer's requirements,
• remote configuration of the device (encrypted connections), in accordance with user requirements, best practices and experience of engineers based on templates and consultations,
• fast service in case of AHB failure 24x7xNBD,
• configuration advice,
• reconfiguration of the device due to changes in the environment or customer requirements (up to a maximum of 10 remote configuration changes),
• telephone support from a team of certified engineers,
• remote technical support,
• help in submitting service requests to the manufacturer,
• assistance in the process of repair and replacement under the warranty.
• the service is available on working days 9:00 - 17:00 (8x5).

Ways to report problems:

• online system: myHEZO.pl
• by phone: 12 25 25 600

Response form:

• Telephone the client and enter the answer into the online system.
• Entering the answer into the online system.

Request types and response times:

• The report should specify priority depending on the degree of importance:

Question
The report is not related to an operational problem. The guaranteed first response time from myHEZO is 8 business hours, with further actions at a time convenient for the parties.

Non-critical issue
A problem in the functioning of the solution was identified, the ability to operate was preserved, and no violation of the security level was found. Guaranteed first response time: 4 hours, then mutual communication with the partner's response time: 4 hours.

Critical problem
Ability to operate or level of safety compromised. Guaranteed first reaction time: 4 hours, then mutual communication with the partner's reaction time: 2 hours. If the partner fails to meet the response time, the priority is automatically lowered.

Scope of services included in the installation and configuration of the device:

• change default passwords,
• registration of the device on the manufacturer's website,
• software update,
• device configuration in NAT mode,
• configuration of 1 VPN tunnel between Watchguard devices (applies to a device covered by the HEZO contract),
• configuration of default security profiles (Gateway AV, IPS, WebBlocker, Application Control, APT Blocker),
• configuration of LAN WAN ports (configuration of up to 4 LAN subnets),
• configuration of security policies (up to 40 policies),
• WiFi configuration – built into the device,
• configuration of up to 10 port forwardings to the internal network,
• VPN IPSEC and/or VPNSSL configuration for users - maximum 2-3 accounts in one access group, (OPTION: Deep Inspection SSL configuration provided that the indicated CA certificate is installed on the workstations by the client - preventing the display of an error message).

Requirements for the remote device configuration service:

• completing and sending the device configuration template and answers to the questions contained therein to the HEZO team,
• registering the device on the manufacturer's website at least 24 hours before implementation,
• physical installation of the device in a rack cabinet,
• supplying and connecting power to the device,
• supplying and connecting structured cabling to the device,
• providing remote access to the device and launching the remote configuration application,
• installed Watchguard System Manager software on the computer where the configuration will be performed,
• active services from your ISP.

The service does not include:

• HA configuration,
• configuration of connection with external authorization servers,
• SSO configuration,
• Authentication Portal configuration,
• QoS configuration,
• Traffic Shaping configuration,
• changes to standard messages,
• IPv6 configuration,
• dynamic routing configuration,
• installation of CA certificates on workstations,
• installation and configuration of VPN clients on workstations,
• DLP,
• Mobile Security configuration.
• Threat Detection & configuration Response.

Terms and conditions of service provision:

Request window - the time during which service requests are accepted.
8x5 - means the possibility of reporting 8 hours a day (from 9:00 a.m. to 5:00 p.m.), 5 business days a week (Monday to Friday), excluding holidays and statutory holidays.
24x7 – means reporting is possible 24 hours a day, 7 days a week.

Delivery time - this is the time in which the target or replacement equipment is delivered to the indicated place, measured from the moment the validity of the service request is accepted.
NBD - equipment delivery on the next business day. Delivery is made via courier.
8 h - equipment delivery within 8 hours of application approval

Response time - the period from the moment the service request is sent by an authorized user representative until the HEZO engineer contacts the reporting person, provided that this period is within the service hours. For myHEZO service services - the response time is always no more than 1 hour.

Telephone hotline: 12 25 25 600
Internet portal: myHEZO.pl
e-mail: pomoc@myhezo.pl

Each service request is subject to verification of the fault/damage through technical interview, performance of service tests and/or sending logs from the devices. Only after the notification is verified and its validity is confirmed, replacement equipment is delivered in accordance with the above guidelines.

To accept the report, it is necessary to provide the serial number of the failed device and the service contract number.

As part of the service, the user is obliged to return the damaged device within 7 days to the HEZO team or directly to the manufacturer, based on the received and prepaid bill of lading. Shipment details must be agreed as part of an open service request.

In case of escalation of the report, please contact us at: escalation@myhezo.pl or by phone at 12 25 25 502.

The full scope and list of activities performed as part of the implementation included in HEZO services are available from Exclusive Networks Poland trading partners.

HEZO services are provided by Exclusive Networks Poland S.A. - authorized distributor of Watchguard solutions in Poland, compliant with the requirements of ISO 9001/2015 in the field of service services. Exclusive Networks Poland S.A. sells products and services exclusively through a network of authorized partners in CEE.