The groundbreaking Dell ™ SonicWALL SuperMassive E10000 Series offers enterprise organizations unparalleled power, performance and scalability. Dell SonicWALL Platinum Support and Professional Services combine the technical support and custom services IT needs to attain the greatest return on its Dell SonicWALL investment. ™ ™

Dell SonicWALL Platinum Support is a custom support offering that includes a comprehensive suite of services to ensure operational effectiveness and efficiency, all of which are managed and delivered by a team of senior support engineers who understand an enterprise's business and technical requirements. Built upon a proactive service and support lifecycle, Dell SonicWALL Platinum Support establishes a solid operational foundation, anticipates emerging security demands, and dynamically adapts and evolves to support an enterprise's business goals.

Dell SonicWALL Platinum Professional Services enable the enterprise to get the most from a SuperMassive E10000 solution by offering custom onsite installation and configuration services, training and education services and system migration from either an existing Dell SonicWALL solution or a product from another vendor.

Platinum Support features and benefits

24x7 technical support provides phone, email and web-based access to designated, highly-trained senior support engineers and subject matter experts.

Software and firmware updates and upgrades provide greater ongoing value to the enterprise by ensuring a SuperMassive E10000 Series solution has the newest features and most up-to-date protection services.

Advance Exchange hardware replacement provides next-businessday replacement in the event of failure, thus eliminating or minimizing hardware- related downtime.

Subscriptions to service bulletins and newsletters bring IT up to speed on the latest information from Dell SonicWALL, keeping you current on the hottest trends and opportunities. Beta program invitations enable a customer to participate directly in shaping nextgeneration Dell SonicWALL products and services that can best meet future needs.

Platinum Professional Services features and benefits

On-site installation and configuration services ensure a SuperMassive E10000 appliance is properly installed and configured according to a customer's needs.

On-site training and education services provide a hands-on knowledge transfer between a Dell SonicWALL senior support engineer and a customer's IT administrator.

Migration services simplify and accelerate the transition from a customer's existing firewall product to a new SuperMassive E10000 Series solution.

Platinum Support

Dell SonicWALL Platinum Support provides:

• 24x7 support provided by a team of senior support engineers
• Software and firmware updates and upgrades
• Advance Exchange hardware replacement (RMA)

24x7 access to team of senior support engineers To deliver optimal uptime and utility, Platinum Support offers the enterprise around-the-clock access to a team of Dell SonicWALL senior support engineers to resolve issues. In the event that basic troubleshooting procedures have taken place without resolving the issue, the senior support engineer will make timely decisions about when to escalate and will identify the appropriate resources to resolve the issue. If an issue falls out of scope or contacts cannot be reached for escalation, the senior support engineer will notify the escalation manager, who will gather the right resources to resolve the situation and communicate status to the customer.

Software and firmware updates and upgrades To ensure ongoing value and return on investment, Platinum Support provides 24x7 access to the latest software and firmware updates and upgrades available for the SuperMassive E10000 Series on MySonicWALL (www.mysonicwall.com). In addition, Dell SonicWALL will proactively communicate the availability of new firmware. This includes beta, early release and general availability versions.

Hardware replacement (RMA) In the event a customer requires a field replaceable unit (FRU) such as a power supply, fan or blade, a Dell SonicWALL support engineer will bring them the replacement part and provide on-site replacement of the defective part within 24 hours. In the event a replacement chassis is required, Dell SonicWALL will deliver a complete replacement unit via Advance Exchange next-business-day shipping. Dell SonicWALL provides on-site installation and configuration of the replacement appliance at a time arranged between the customer and Dell SonicWALL.