Most technical personnel feel that engaging a "managed service" equates to relinquishing control. But SafeConnect's Maintenance and Support Service is something different - you maintain total control and Impulse Point works for you. They take pride in the rapid, efficient, and accurate implementation of SafeConnect and will be available to provide personalized advice and support through your project planning, installation, and deployment.
SafeConnect is delivered as a proactive support service. The health of the system is monitored from the Impulse Support Center and Impulse Point is responsible for delivering all necessary hardware and software maintenance, problem determination and resolution, and ongoing feature enhancement. The organization maintains full control of managing their desired endpoint computing policies and enforcement rules via the SafeConnect Policy Management Console.
Impulse Point prides itself on the quick, efficient, and accurate implementation and deployment of the SafeConnect NAC Solution. The SafeConnect policy enforcer appliance is configured prior to shipment and prepared for remote installation upon arrival. Remote installation, with the assistance of the customer, is provided as part of the Impulse Point standard service agreement, and generally takes less than an hour per appliance or location. SafeConnect NAC can be installed in hours instead of the days or weeks needed by other NAC providers.
SafeConnect is delivered as an operationally managed support service. The health of your system is monitored from the Impulse Support Center on a continuous basis. Impulse Point is responsible for delivering all necessary hardware and software maintenance, problem determination/resolution, and ongoing feature enhancements. You maintain full control of managing your endpoint security policies and enforcement rules via the SafeConnect policy management console.
Problem determination and resolution
Impulse Point owns problem determination and resolution. You don't need to be expert in SafeConnect because experts are monitoring your system. They'll answer your questions. They'll figure out what the problem is and if they don't know the answer, we'll work to get the right one. No research on your own. No trying to explain it to customer service.
Impulse Point provides 24/7 proactive monitoring of policy server hardware components (CPU, memory, disk, etc. ), network connectivity, and key SafeConnect application processes. In the event of a catastrophic failed condition, Impulse Point will overnight a hardware server configured with the previous night's policy configuration data backup, and coordinate system restoration services. If your recovery time objective (RTO) is less than next business day, hardware or virtual policy servers can be pre-configured on-premise in warm-standby mode to provide more immediate restoration.
Technical support available when you need itProduct Highlights
The Impulse Support Center is available by phone or email 24 hours a day. Call prioritization is automated and based on customer severity and response time metrics. Any trouble with the policy appliances that cannot be corrected remotely within 2 hours after the trouble-shooting commences will be resolved by the overnight dispatch.
- Implementation planning and server pre-load and testing
- Standard remote installation assistance and training
- Remote policy enforcer appliance monitoring
- Appliance hardware maintenance
- Installation of all software maintenance
- Remote disaster recovery daily backups
- Future software version upgrade protection