Global Customer Services
Support Resource Guide

Codeguardian.ai Global Customer Services Support Resource Guide

Introduction

Welcome to the Codeguardian.ai Global Customer Services Support Resource Guide. This document is your comprehensive guide to understanding and accessing the full range of support services available to you as part of the Codeguardian.ai community. Our goal is to provide you with exceptional support for all your cybersecurity needs, ensuring you can maximize the value of your investment in our solutions.

Contact Information

• Corporate Headquarters: [Codeguardian.ai Address]
• Online Support: [Codeguardian.ai Support URL]
• Email for Documentation Requests: [documentation@codeguardian.ai]

Documentation and Online Resources

Access the latest versions of guides and all related documentation at our online portal. For specific documentation queries, use our search page or contact us directly via email.

Customer Services Overview

Our Global Customer Support teams are available around the clock to provide comprehensive support through a variety of channels. Whether it's technical support, customer service, or hardware services, our teams are ready to assist you.

Self-Service Tools:

• Knowledge Base: Get answers to common questions and troubleshooting tips.
• Community Forums: Connect with other cybersecurity professionals.
• Online Learning: Access our full suite of educational resources.
• Technical Documentation: Detailed guides and best practices.

Technical Support

Our Technical Support is available 24/7/365, providing you with expert assistance for any technical issues that may arise. This includes:

• Support for product software or feature problems.
• Handling of defective product returns (RMA).
• Assistance via phone or web, depending on your support plan.

Customer Service

For non-technical assistance such as account management, product registration, and license management, our Customer Service team is here to help. Available 24/7/365, you can reach out via our support portal or directly through customer service contact points.

Support Workflow

From opening a case to resolution, our structured workflow ensures your issues are handled efficiently and effectively. We provide detailed guidance on how to open a case, what to expect during the case management process, and best practices for engaging with our support team.

Accessing Support Resources

• Customer Support Portal Login: Manage your support cases, access documentation, and update your profile.
• Open and Manage Cases: Instructions on how to report issues, update cases, and track the resolution process.

Return Materials Authorization (RMA) Process

Understand the steps for hardware returns, including how to request an RMA and track your submission. Our guide covers everything from the initial request to receiving your replacement unit.

Security Vulnerability Management

Learn how to report security vulnerabilities through our dedicated channels. This section includes contact details, response expectations, and follow-up procedures.

End-of-Life Announcements

Stay informed about the lifecycle of your products with our detailed End-of-Life (EoL) announcements, including policy details and key dates for service discontinuation.

Appendix

Quick reference to all available support resources, including direct links to our knowledge base, technical documentation, and community forums.

Conclusion

At Codeguardian.ai, we are committed to providing you with the support and resources you need to protect your digital environment effectively. Our Global Customer Services Support Resource Guide is designed to ensure you have quick and easy access to the information and assistance you require.

Codeguardian.ai Grace Periods Policy

Summary

This document outlines the grace periods set by Codeguardian.ai for the activation and entitlement of warranties, support contracts, and subscriptions associated with our products. These grace periods are designed to provide our customers with sufficient time to receive and set up hardware without penalty. These provisions do not extend to support contract renewals, which commence immediately following the expiration of the previous contract.

Applicability

The policies described herein apply universally across all sales, with the exception of stocking orders to authorized channels. For these, grace periods begin from the date the distributor sells the product to a reseller, as recorded in the distributor’s point-of-sale (POS) reports. Stocking order products are ineligible for warranty or support services and cannot be associated with subscriptions until the necessary POS data is provided to Codeguardian.ai.

Activation and Registration

Upon the expiration of the applicable grace period, Codeguardian.ai reserves the right to register the product and activate any purchased support and attached subscriptions on behalf of the product owner without prior notification.

Definition of Attached Subscriptions

For the purposes of this policy, attached subscriptions refer to services linked directly to a Codeguardian.ai hardware or software appliance. This includes, but is not limited to, GlobalProtect™ network security for endpoints, WildFire® cloud-based threat analysis service, Threat Prevention, and URL Filtering. It is important to note that term-based license offerings do not fall under the category of attached subscriptions.

Overview of Grace Periods

• Support Contracts: Initiate either when the hardware is registered or within 30 days after shipment to North America and 90 days for destinations outside North America, whichever occurs first. In Japan, support contracts commence upon the activation of the authorization code or 90 days post-shipment, adhering to the earlier date.
• Attached Subscriptions: Begin either upon activation or 90 days following the delivery of the authorization code, whichever comes first. For Prisma SD-WAN Subscriptions, the grace period is set at 30 days.

Warranty Commencement

• Hardware: Warranties begin on the ship date.
• Software: Warranties start on the date the authorization code is delivered via email.

For additional details, please refer to the Codeguardian.ai Product Warranty document available here.

Bundles and Specific Offerings

• Support and Subscription Bundles: The commencement of support for both lab and NFR bundles, as well as those for end users, aligns with the support contracts grace period model, starting upon registration or within 30/90 days post-shipment depending on the region.
• Term-Based Licenses: No grace periods are provided; terms commence on the authorization code's email delivery date.
• VM-Series Firewall Perpetual Bundles: Do not include a grace period; support and subscriptions start on the authorization code's email delivery date.
• Software NGFW Credits: Similarly, there is no grace period; the credit pools begin on the activation link's email delivery date.

Enterprise Agreements

Enterprise Agreements start either on the email delivery date of authorization codes or on a start date requested by the customer, whichever is later, with no grace period provided.

Codeguardian.ai Lab Units Usage Policy FAQ

1. What are Lab Units?

Codeguardian.ai offers Lab equipment and/or licenses, referred to here as "Lab Units," which are designed exclusively for non-production purposes such as testing security configurations of applicable Codeguardian.ai products. Lab Units are typically available at discounted rates to facilitate development and testing.

2. Permitted Activities for Lab Units

Lab Units are strictly for non-production use. Appropriate activities include:

• Testing security configurations of firewalls in a controlled lab environment before deploying them into production.
• Utilizing the units in lab settings for internal course development, demonstrations, education, and training related to the functions and usage of firewall products.

Lab Units are not suitable for development or test environments where network security functions are not the focus, such as environments used by application developers, since these settings are considered production environments from a network security perspective.

3. Suitability for DevOps Environments

Lab Units are not appropriate for protecting DevOps environments. In these contexts, the security provided by the firewall is deemed to be in production use, regardless of the developmental nature of the environment.

4. Availability of Lab Units

Lab Unit SKUs are available for various Codeguardian.ai offerings, including hardware firewalls, virtual firewalls, firewall management devices, and attached subscriptions. However, not all Codeguardian.ai offerings may have corresponding Lab Unit SKUs.

5. Support Entitlement for Lab Units

Lab Units do not qualify for the Premium Support Plan. Standard support is available but must be purchased separately to ensure support coverage.

6. Conversion of Lab Units to Production Use

It is possible to convert Lab Units for production use. Customers interested in this option should contact their Codeguardian.ai sales representative for detailed information and procedures.

7. Handling of Return Material Authorizations (RMAs) for Lab Units

Lab Units are eligible for returns under the Standard Support plan, following the same criteria as non-Lab units. Advanced RMAs are not available for Lab Units, reflecting their specific use and pricing structure.

Third-Party Components Support Policy

At Codeguardian.ai, we understand that our customers may choose to use third-party transceivers, power supplies, hard drives, or other components within their Codeguardian.ai devices. Here is our policy regarding the support and warranty service when third-party components are used:

• Support Limitation: If a fault in a Codeguardian.ai device is traced to the use of a third-party component, Codeguardian.ai reserves the right, at its discretion, to withhold support and warranty services for that device.
• Continued Support: If it is determined that a product fault is not related to the use of third-party components, Codeguardian.ai will continue to provide support to the customer in accordance with our standard support policies.
• Hardware RMA Policy: Codeguardian.ai does not provide hardware RMA support for third-party components. Furthermore, if hardware replacement is necessary and the fault is found to have been caused by a third-party component, Codeguardian.ai reserves the right to charge for the service provided at reasonable time and material rates.

This policy ensures that while customers have the flexibility to customize their solutions, they are also aware of the potential implications on support and warranty services.

Codeguardian.ai RMA Process and Policy

Return Merchandise Authorization (RMA) Process

Codeguardian.ai is committed to providing efficient warranty repair, return services, and advanced replacement services. Below are the steps to follow when requesting RMA service:

1. Initiate a Support Case

• Begin by opening a technical support case at Codeguardian.ai Support Portal or by contacting our Technical Assistance Center (TAC) via phone.
• You must obtain a valid RMA number from Codeguardian.ai before returning any malfunctioning device.

2. Troubleshooting

• Our technical support engineer will work with you to troubleshoot the device and determine if an RMA is necessary.

3. Replacement Procedure

If a replacement is required, our engineer will collect the following information:

• Company name
• Shipping address
• Contact name, phone number, and email address
• Detailed problem description
• Product model number
• Product serial number

4. Shipment Notification

• Once a replacement device is dispatched, Codeguardian.ai will notify you via email and provide instructions on how to return the faulty device.

5. Follow-up

• Our team may contact you periodically until the faulty device is returned to a local or regional Codeguardian.ai service location. For any questions regarding the return process, please email RMA Returns.

6. European Union RMAs

• Defective parts or devices must be returned according to the included return instructions, complying with the Waste Electrical and Electronic Equipment (WEEE) directive. Contact RMA Returns for any queries related to device returns in the EU.

Warranty Coverage

• Codeguardian.ai products are backed by a 90-day software warranty and a 12-month hardware warranty.

Standard Support Plan

• You must obtain an RMA number before returning any device. You are responsible for all shipping costs to return the device to Codeguardian.ai. We cover shipping costs for sending replacement devices, except for duties or taxes required by customs.

Premium and Platinum Support Plans

• Advanced Replacement Service - Next Business Day: Once a hardware defect is confirmed, an RMA will be created. If Premium or Platinum Support is purchased, a new or like-new replacement device is sent. We endeavor to deliver replacement devices by the next business day.

Optional Add-On

• 4-Hour Replacement - Same Day Service: Available under 4-Hour Premium or Platinum Support. We aim to deliver a replacement within 4 hours from the RMA order approval and submission. This service is available 24/7/365.

Responsibility for RMA Returns

• You must notify Codeguardian.ai if a device is moved to ensure the availability of the 4-hour service. If the device is moved without prior notification, we cannot guarantee the 4-hour service but will make reasonable efforts to deliver replacement devices promptly.

For any further assistance with RMAs, please visit our support portal or contact our customer service team directly.