| Service |
TotalCare Support |
| Background |
Midpoint believes that customers who are trained and have a second set of eyes reviewing their work will rarely need support. With that in mind, this package is designed to proactively address issues before they result in downtime. |
| Service Description |
- Customer gets engineer assigned to their account.
- Initial status meeting for face-to-face, gather topologies, exchange remote access credentials,
discuss current issues and future plans.
- Stand-in for daily operations when staff is on vacation or for other staffing voids (remote only).
- Quarterly brown bag training per year -- could be on-site or video conference.
- Quarterly health checks.
- Yearly license review and product mapping.
- Mandatory reviews prior to major modifications and upgrades.
|
| Estimated Hours |
Per hour |
| Scope |
- Business day support 7-5 CST.
- Best effort after hours.
- Must have CheckPoint support so tickets can be opened.
- All admins must have CCSA training and, if applicable, P1 training.
- Must have accessible VMware environment for lab testing
(Midpoint may expand this to hosting it in future). |
| Not Included |
- On-site support is separate.
|
| Recommended Training |
- TCP/IP administration.
- MDM Training.
|
| Cost |
- $25,000 base includes 1 management station, 1 gateway/cluster +$2,000 for each additional blade or system that is implemented (e.g. SmartGateway, URL filtering, App control, VPN, DLP, SmartEvent/Reporter, etc.)
- Normal remote support without package is $250/hour.
- Remote support with package is free.
- On-site services are provided at professional services pricing.
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