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• RFP Series: VPN for Broadband SMBs
  NetScreen Technologies—continued

• Training: We recommend that technical staff attend the following NetScreen training courses:
  • Operations, Maintenance, Installation for NS5/10/100 products
  • Advanced training in Screen Operating System, Operations, Maintenance, Installation for NS1000 products if NS-1000 product is purchased.
• Technical Support:
  • Standard Support: The standard NetScreen end-user support is by telephone assistance from 6:00 AM to 6:00 PM PST, M-F.
  • Technical support, accessible 24/7 to ISP NOC: For ISPs, NetScreen support is automatically 27/7/365 with qualified senior technicians on pager alert.
  • Marketing support program: NetScreen will provide the following
• Core Marketing services to the SP:
  Ongoing communications between mutual marketing staff to maximize public and sales force exposure.
• SP web site access.
• Lead referral programs.
• Access to NetScreen sales and marketing materials.
• Sales training by qualified NetScreen staff.
• Listing on the Secured by NetScreen web site.
• Joint public relations.
• Shared seminar materials.
• Eligibility for beta programs.
Market Development Funds (MDF) may also be allocated to co-fund marketing projects with the SP. Generally, if funds are allocated, it will be on a matching basis. Programs must be part of a marketing program approved by NetScreen.
• Secure by NetScreen (SBN) Program: The Secured by NetScreen program is a way for NetScreen to recognize and reward the SPs who have committed to work closely with NetScreen and who take pride in the quality of their security. SP benefits include:
  • The SP who meets the requirements of this SBN program, is eligible for an additional 1% discount on the purchase price in addition to any other special pricing that may have applied.
  • NetScreen conveys to the SP, the right to use the "Secured By NetScreen" logo.
  • NetScreen (with the client's permission) will help the client discover new prospects by listing their name on the NetScreen SBN SP web site under one or more service categories and by presenting a link to the client's public Web site.
  • The SP may request participation by NetScreen in co-marketing programs and for NetScreen to share on a matching basis in Market Development Funds. SP requirements include:
    1. The SP must participate in a joint Press Release, and use the NetScreen SBN Logo on their marketing materials.
    2. The SP also conveys the right to NetScreen to appropriately use their name and logo as a Public Reference to prospects, to the press and to analysts.
    3. The SP agrees to publicly display information about the NetScreen secured service offering and use SBN logo on their public web site and appropriate collateral.
• ISP staff training program: Key ISP support staff will receive in depth training from NetScreen approved instructors. Based on the ISP's committed purchase plan, some of these courses may be free.
• 24-hour parts replacement and warranty program: NetScreen will work with the ISP to assure that they hold adequate levels of inventory to provide 4 hour replacement. NetScreen can provide 24 hour turnaround for delivery to the ISP.
• Software upgrades and patches available on-line: There are no set engineers to customer ratio but NetScreen's goal is to have Support Engineers handle 90% of all calls without having the caller leave a message. Complex technical issues are escalated from the field Support Engineer to Senior Customer Support Engineer to Development Engineers.
• Critical problems affecting the traffic performance of the customer's network are escalated within the NetScreen's escalation channels within 4-8 hours.
• The products are quite fault tolerant since they have no moving parts, so very little maintenance is required. However, the basic practices do apply. The NetScreen should be kept in an environment with a temperature between 68 and 72 degrees Fahrenheit. It should also receive power from a source that is protected from surge and have a UPS.
• Device Maintenance: Only NetScreen can perform maintenance on the NetScreen 5/10/100. The customer can remove and replace blades (or cards) on the NetScreen-1000.
• There are two TAC facilities, one in the west coast and another one in the east coast supporting U.S customers. The normal hours of operation is 6:00 AM to 6:00 PM, PST, M-F, with option to purchase 24X7 support. Support engineers have a minimum of five years in networking experience.
• On-site support: On-site support is available on a time, material and expense basis at $225 per hour for labor portal to portal, plus actual travel expenses and materials. One engineer is dispatched on standard troubleshooting but multiple engineers may be required based on the severity and complexity of the on-site support needed. Factory Support engineers provide factory back up to field Support engineers for escalation.
• Rapid replacement program: Product malfunction will be resolved through rapid replacement either from the factory or from local spare parts depot depending on the contractual obligation.
• Support staff qualifications: Customer Support engineers are senior network engineers with at least five years of hands on experience in firewall and VPN and are NetScreen certified in the operation, maintenance and troubleshooting of NetScreen devices.
• Software updates: All software releases within a major release will be kept compatible. Hardware compatibility comes automatically since the compatibility issues are really addressed in the software. As long as the hardware is on the same major release (2.0, 2.5, etc.) then compatibility is almost always ensured.

  The customer will be required to purchase a software updates and a hardware maintenance agreements. It is the customer's responsibility to ensure that the devices are kept current.

• Customer notifications: NetScreen customers having an active software subscription service receive a login account and password to download SW upgrades from NetScreen secured web sites. They are notified by email about new SW upgrades and end of life plans.

  New products and product developments are announced via press releases, channel updates and outbound sales activity to the existing clients.

• Revenue Sharing: Revenue sharing is based on the standard Reseller contract.

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Summary
By replacing slow, CPU-intensive software-based systems with high-performance ASIC-based solutions, NetScreen provides purpose-built security systems and appliances for accelerated encryption, firewall and traffic-shaping functions. Its patent-pending architecture reduces performance barriers while delivering ICSA certified stateful inspection firewall security and the highest level of data security available (3DES IPSec encryption support). NetScreen's products range from the Gigabit-performance NetScreen-1000 to the NetScreen-5, a security appliance for the SOHO market and broadband telecommuters. We believe that these advantages are exactly what a successful ISP should use to provide reliable, high performance to their clients while pricing out the competition.

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