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Certainty Support Guide



J une 2010























Radware Certainty Support Guide Page 2
TABLE OF CONTENTS
INTRODUCTION ...........................................................................................................................................5
SERVICE PRINCIPLES ..................................................................................................................................... 5
RADWARE PRODUCT AND SERVICE SOLUTIONS .................................................................................6
RADWARE PRODUCTS .................................................................................................................................... 6
AppDirector.......................................................................................................................................... 6
AppWall............................................................................................................................................... 6
AppXML............................................................................................................................................... 6
AppXcel............................................................................................................................................... 6
VirtualDirector ..................................................................................................................................... 6
SIP Director......................................................................................................................................... 7
LinkProof............................................................................................................................................. 7
CIP-Content Inspection Director.......................................................................................................... 7
AlteonApplication Switches ................................................................................................................ 7
Alteon Application Accelerator ............................................................................................................... 8
DefensePro.......................................................................................................................................... 8
Insite ManagePro ............................................................................................................................... 8
Inflight ................................................................................................................................................. 8
Radware Service Solutions .................................................................................................................... 9
Intrusion Prevention ............................................................................................................................... 9
Denial of Service (DoS) Protection ........................................................................................................ 9
Security Update Service......................................................................................................................... 9
Security Operations Center .................................................................................................................. 10
APSOLUTE PRODUCT AND SOFTWARE UPGRADES & DOWNGRADES.......................................... 12
PRODUCT UPGRADES .................................................................................................................................. 12
Ordering Product Upgrades ................................................................................................................. 12
PRODUCT DOWNGRADES / RETURNS ............................................................................................................ 12
SOFTWARE LIFECYCLE ................................................................................................................................. 13
Terminology ......................................................................................................................................... 13
Lifecycle ............................................................................................................................................... 14
Software Release Matrix ...................................................................................................................... 15
End of Maintenance for Specific Software ........................................................................................... 15
SOFTWARE UPGRADES ................................................................................................................................ 15
SOFTWARE DOWNGRADES ........................................................................................................................... 16
OBTAINING SOFTWARE ................................................................................................................................ 16
ALTEON PRODUCT AND SOFTWARE UPGRADES & DOWNGRADES .............................................. 17
SOFTWARE LIFECYCLE ................................................................................................................................. 17
Terminology ......................................................................................................................................... 17
Lifecycle ............................................................................................................................................... 18
SOFTWARE UPGRADES ................................................................................................................................ 18
Obtaining Software ............................................................................................................................... 18
APSOLUTE INSITE PRODUCT AND SOFTWARE UPGRADES ......................................................... 19
PRODUCT UPGRADES .................................................................................................................................. 19
Ordering Product Upgrades ................................................................................................................. 19
APSOLUTE INSITE SOFTWARE CYCLE ........................................................................................................... 19
APSolute Insite ManagePro ................................................................................................................. 19
APSolute Insite ..................................................................................................................................... 19



Radware Certainty Support Guide Page 3
OBTAINING SOFTWARE ................................................................................................................................ 19
PRODUCT LIFECYCLE ............................................................................................................................. 20
PRODUCT END OF LIFE PROCESS ................................................................................................................. 20
PRODUCT STATUS .................................................................................................................................. 22
RADWARE TECHNICAL SUPPORT......................................................................................................... 23
POSITION STATEMENT ................................................................................................................................. 23
NON-DISCLOSURE STATEMENT .................................................................................................................... 23
CERTAINTY SUPPORT PROGRAM .................................................................................................................. 24
CONTINUOUS SUPPORT AND RENEWAL ......................................................................................................... 27
GEOGRAPHIC COVERAGE ............................................................................................................................. 28
TELEPHONE NUMBERS ................................................................................................................................. 31
CASE REPORTING ........................................................................................................................................ 32
iSupport ................................................................................................................................................ 32
SUMMARY REPORTING METHODS ................................................................................................................. 33
SEVERITY CASE CLASSIFICATIONS ............................................................................................................... 34
RESPONSE TIMES ........................................................................................................................................ 38
ON-SITE SUPPORT ....................................................................................................................................... 39
SPARE UNIT ON-SITE OPTION ...................................................................................................................... 39
PLANNED TECHNICAL SUPPORT (PTS) ......................................................................................................... 40
Scheduling PTS Service ...................................................................................................................... 40
RETURN MATERIAL AUTHORIZATION (RMA) .................................................................................................. 41
Overview .............................................................................................................................................. 41
RMA Process by Certainty Support Levels .......................................................................................... 42
RMA Process for Alteon Products ....................................................................................................... 42
Dead on Arrival (DOA) ......................................................................................................................... 42
STANDARD WARRANTY ................................................................................................................................ 43
EXTENDED WARRANTY ................................................................................................................................ 43
RADWARE ALTEON 5-YEAR SUPPORT ........................................................................................................... 44
Business benefits ................................................................................................................................. 44
Supported Alteon models ..................................................................................................................... 44
SUPPORT FOR MD AND EOL ALTEON PRODUCTS .......................................................................................... 45
TECHNICAL TEAM OVERVIEW ....................................................................................................................... 47
TECHNICAL CASE ESCALATION ..................................................................................................................... 48
MANAGERIAL CASE ESCALATION .................................................................................................................. 50
Other Managerial Notifications ............................................................................................................. 50
ANOMALIES ................................................................................................................................................. 50
RADWARE IMPLEMENTATION SUPPORT ............................................................................................. 51
IMPLEMENTATION SERVICES ......................................................................................................................... 51
PROFESSIONAL SERVICES (TIME AND EXPENSE BASED SUPPORT) ................................................................. 51
TRAINING AND CERTIFICATION ............................................................................................................. 52
APPWALL (2 DAYS) ..................................................................................................................................... 52
LINKPROOF (2 DAYS)................................................................................................................................... 52
DEFENSEPRO (2 DAYS) ............................................................................................................................... 53
APPDIRECTOR (LEVEL 1 & LEVEL 2) ............................................................................................................. 53
ALTEON (LEVEL 1 & LEVEL 2) ....................................................................................................................... 54
CUSTOM TRAINING ...................................................................................................................................... 54
COURSE SCHEDULES & REGISTRATION ........................................................................................................ 55
CERTIFICATION ............................................................................................................................................ 55



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NOTES ....................................................................................................................................................... 56




Radware Certainty Support Guide Page 5
Introduction
Application Delivery Controllers (ADCs) have become an integral element of todays most
successful businesses. Radware offers a comprehensive set of technical services that ensures
customers realize the full potential of their ADC investment. Whether the business goal is in the
area of design, implementation, or on-going support and training, Radwares globally-deployed
Technical Services organization has the programs and expertise to meet those business needs.
S ervice Principles
Radware places a high priority on Customer Service and our customers continuing satisfaction.
Keeping this in mind, Radware has developed the following core service principles to guide our
customer interactions:
Designing the right solutions for our customers is our first priority. We listen carefully to
the needs of each customer and design the most effective ADC infrastructure possible to
achieve business-smart networking within every customized environment.
We will commit to what we can deliver and deliver on what we commit. We offer a highly
trained global services organization to back our product line and to work closely with
each and every customer to ensure the optimal operation of their network.
In our dealings with customers, we will be friendly and courteous and share in the
customers urgency on all issues.
We will make our best endeavors to resolve problems and will always be responsive.
We will look for ways in which to exceed our customers expectations.
We will report status openly, honestly, and in a timely manner.
We are committed to continuous learning and will strive to share our knowledge with our
customers.
The remainder of this document provides an overview of available Radware products,
programs, and services. It is intended as a general guide for Radware partners, customers, and
employees.



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Radware Product and Service Solutions
R adware Products
AppDirector
The AppDirector intelligent application delivery controller (ADC) enhances the delivery of
applications over IP networks by enabling accelerated application performance, local and global
server availability, and application security and infrastructure scalability, successfully bridging
the gap between applications and networks.
AppWall
Radwares AppWall is a Web application firewall (WAF) appliance that secures Web
applications. It enables PCI compliance by mitigating Web application security threats and
vulnerabilities to prevent data theft and manipulation of sensitive corporate and customer
information. AppWall incorporates advanced, patent-protected Web application security filtering
technologies to seamlessly detect threats, block attacks, and report events.
AppXML
AppXML was designed to meet the intrinsic challenges of deploying web services and service
oriented architectures (SOA). By offloading tasks to dedicated hardware, it vastly improves the
speed of XML document processing and secure SML-based communications between an
enterprise and its business partners. Included as part of the AppXML offering are
comprehensive management capabilities and rich graphical reporting tools to meet security,
compliance (HIPAA, SOX) and content delivery concerns.
AppXcel
By supporting a wide set of application acceleration and security services, AppXcel enables
complete transaction reliability, cost-effective scalability and fast application and translation
response times.
VirtualDirector
VirtualDirector is an application delivery optimization solution for the virtualized data center
providing real-time dynamic allocation of data center resources based on business events,
ensuring positive user experience and improving response time. The solution aligns virtual data
center operations with business policies while optimizing the use of virtual resources to further
generate CAPEX and OPEX savings.



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SIP Director
Radwares SIP Director guarantees SIP service delivery. SIP Director is a comprehensive SIP
Application Delivery Controller (ADC) for SIP value-added application vendors, Telecom
Equipment Manufacturers (TEMs) and System Integrators (SIs). SIP Director is designed to
work with a wide range of applications including application/feature servers such as IVRs,
conference applications and 911 services. SIP Director provides carrier grade performance
across all IMS network layers from the Service Plane through the Control and Signaling Plane to
the Transport Plane. SIP Director is also optimized for pre-IMS networks and entities including
softswitches and SBCs.
LinkProof
LinkProof, Radwares multiWAN switch, provides uninterrupted access to your data centers,
remote locations, websites and the Internet. To ensure continuity when disaster strikes,
LinkProof provides reliable access (and fast response times) for all mission-critical applications
residing in the data center. LinkProof enhances and intelligently routes traffic across Internet
links, controlling bandwidth throughput to ensure fault-tolerant connections and scalability.
CIP-Content Inspection Director
CIP-Content Inspection Director (CID) helps carriers deliver value-added services such as anti-
virus, anti-spam and content filtering, with complete confidence. CID helps drive carrier
profitability by enabling:
Dynamic service selection for creation of new premium services
New business models for a variety of network edge services
The unified, high-availability, switch-based architecture lets carriers dynamically provision new
content and makes it easy to transparently add subscribers, make quick changes to subscription
packages and save greatly on the management and operations of service delivery.
Alteon Application Switches
Alteon Application Switches enable application optimization, delivery, and high availability
through the use of sophisticated application/device load balancing, intelligent traffic
management, application-layer security, security acceleration, and bandwidth management.



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Alteon Application Accelerator
Alteon Application Accelerator 510 saves money and increases user satisfaction by reducing
the server and bandwidth needs and by improving the responsiveness of web-based
applications.

The Alteon Application Accelerator 610 is ideal for enterprises that plan for more than 4000
peak users or require the assurance of continuous availability that dual power supplies, hot-
swappable fans and dual hard drives deliver.

For a complete and detailed description of all new and existing Radware products, please visit
our website at www.radware.com. Alteon products can be found at www.radwarealteon.com.
DefensePro
DefensePro is an in-line, DoS protection, traffic-shaping and Intrusion Prevention solution
designed for enterprise core and perimeter deployment, data centers, university campuses, and
carrier backbones. As the industrys first solution to fully integrate adaptive, behavior-based
protection capabilities both at the network and application levels, DefensePro provides
unparalleled security against known and zero-day threats.

Radware also offers a broad spectrum of integrated security solutions for the APSolutefamily
of products armed with adaptive behavioral and signature based technologies to effectively
drive web applications and services and optimize enterprise operation. Radware solutions
maximize the end-user experience and meet the increasing service demands of a growing array
of business-critical applications delivered over IP networks.
Insite ManagePro
Insite ManagePro is Radwares enterprise-grade, security management solution. This
appliance acts as a single point of access for your IT management and operations staff so they
can centrally manage and monitor the real-time status and performance of your application
delivery infrastructure. It delivers all the functionality of Insite and more.
Inflight
Inflight is a network-based monitoring solution that delivers actionable, real-time business
events to any back-end analytic system. The device monitors and captures raw, identity-based
data from online channels, converts that content into meaningful information, and feeds the
resulting event streams into horizontal analytics engines all in real-time. Whether it is reducing
fraud exposure, associated costs, and reputation vulnerabilities or providing appropriate
information for upside revenue opportunities, Inflight is the clear and only choice.



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Radware Service Solutions
Intrusion Prevention
Radwares Intrusion Prevention protects against the criminal network infiltration and
compromise or loss of proprietary data that is possible through the determined efforts of a
hacker. By continuously monitoring all network traffic at Gigabit speeds, Intrusion Prevention
detects and prevents attacks in real time, immediately terminating suspicious sessions to
completely safeguard enterprise operations from hackers attempting to slip through their
network defenses. All suspect traffic is monitored and reported, enabling network administrators
to take proactive instead of reactive measures against potential intruders.
Denial of Service (DoS) Protection
DoS Protection identifies and blocks debilitating Denial of Service attacks that flood the network
with endless requests that valid traffic either crawls or is completely halted. The DoS Protection
module guards the network from service failures and downtime by filtering out attack traffic while
maintaining continuous flow of legitimate traffic. Coupling multi-gigabit throughput speeds with
an advanced sampling algorithm, the DoS protection module automatically detects abnormal
service requests and thwarts DoS attacks before they undermine network operations for
complete security and business continuity.
Security Update Service
Radwares Security Update Service (SUS) is a security advisory and managed
monitoring/detection system dedicated to protecting your network elements, hosts and
applications against the latest security vulnerabilities and threats. The service delivers rapid and
continuous updates to current subscribers
Automatically via the Insite management interface, easily propagating updates across
multiple Radware devices, and/or
Via the www.radware.com website for on-demand downloading
SUS along with APSolute OS Intrusion Prevention and DoS protection complements your
purchase of Radware products as a critical service continuously protecting your network from
both known and zero-day attacks.

SUS is available on a one-year or multi-year subscription basis. This service requires 24x7
support and is therefore available at Certainty Support Level 2 and higher. SUS coverage must
have the same end date as the Certainty Support agreement on the unit.



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Security Operations Center
Radwares Security Operations Center (SOC) is an integral element of the SUS offering.
Dedicated Security Specialists employ various methods to monitor Internet activity 24x7 and
provide the first line of defense. Security events are directly reported to Radwares Security
Forum and Security Hotline, responsible for core security development. Subscribers to the SUS
system benefit from rapid response to high-impact security events, continuous signature file
updates, and development and distribution of custom attack signatures.
Emerging Attacks Detecti on
The first step in mitigating a threat is to detect the attack. Radwares Security Operations Center
monitors Internet activity for threats utilizing network Honeypots, probes, reports of new
vulnerabilities to Radwares Security Forum and Security Hotline, tracking of Vendor-reported
vulnerabilities, and the monitoring of industry resources such as security related websites,
mailing lists, and news forums.
Security Ri sk Assessment
After a threat is detected, Radware employs a thorough Risk Assessment methodology to
determine the potential thread impact and the appropriate mitigation strategy. Threats are then
rated to determine:
The relevance to Radwares customers
Impact of the threat relative to its spread rate and specific systems and network
elements targeted and
The viability of developing a signature or filter to protect against the threat.
The above factors are used to calculate a threat rating, which determines whether a filter can be
developed and in what timeframe it will be released.
Threat Mitigation
Once Radwares R&D Security team makes the decision to develop a new filter, a final analysis
of the exploit code or vulnerability is performed. Data from this analysis is then used to develop
and thoroughly test the filter to ensure the needed level of protection is provided. The threat and
new filter are documented and the attack signature is distributed to our customers.



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Distribution of Security Updates
SUS provides for periodic updates to signature files, rapid response to high impact security
events, and the development and distribution of custom filters as described below:
Periodic Updates

- Periodic Updates are typically available on a weekly basis and
include all new filters, including those previously released as an Emergency Update (see
below). Registered customers to Radwares website will be automatically notified of the
new signature file via a notification function within Radwares device management and
monitoring tool, Insite. The signature file can be downloaded and distributed to all
product units with an active Security Update Service Agreement. Customers not using
the Insite management tool may access the Security Zone in the Customer section of
Radwares website and check for the availability of new signature files. The files can
then be loaded on-demand directly to Radware products through Web Based
Management or through the Command Line Interface (CLI).
Emergency Updates

- For those cases where an immediate response is deemed
necessary, Radware will issue an emergency signature file update. Registered
customers will be notified via email once the emergency update is available for
download from our website. The file download and update can be initiated in the same
manner as Periodic Updates (see above).
Custom Signatures
Radwares integrated security solutions defend against both network and application-level
attacks, delivering a holistic approach to application and network-level threats, while enhancing
the overall performance of business operations across an entire organization.
- SUS also allows customers to contact Radware to report
environment-specific threats or newly discovered threats and to request signatures to
mitigate the threat. The threat will be assessed using the methodology previously
described and for those threats for which a filter is appropriate, Radware will either issue
an Emergency Update to all customers or provide a custom filter specifically to the
customer reporting the threat. Custom filters will subsequently be analyzed and
incorporated through Periodic Updates when appropriate.



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APSolute Product and Software Upgrades & Downgrades
Product Upgrades
The Radware Licensing Model allows for functionality upgrades without the need to install
different device software. The Model also allows for capacity upgrades without the need to
upgrade hardware platform.

A complete description of Radware licensing and options is provided in the Radware Licensing
Model document available from the Radware website at www.radware.com.
Ordering Product Upgrades
The following information must be included on the Purchase Order for each unit when ordering
upgrades:
Requested Upgrade
Base MAC Address
License Code
License ID
The License information and Base MAC Address can be obtained from the unit via the following
management interfaces:
APSolute Insite (Device Menu: License Upgrade)
WBM (Device/License Upgrade)
CLI system license command
Product Downgrades / R eturns
The information provided for a product upgrade must also be provided for a product downgrade
or return. Radware will generate a new License Code based on the information provided. To
complete the downgrade, you must enter the new License Code into the unit and you must
provide the subsequent License ID to Radware to apply a credit, if applicable. All prior License
Codes for the unit become obsolete once a new License Code is entered into the unit. The new
License ID must be validated by Radware before credit can be issued for the downgrade.



Radware Certainty Support Guide Page 13
S oftware Lifecycle
Terminology
Software Classifications
Radware software status is classified as Limited Availability (LA), General Availability (GA) and
Shipping GA.
LA - A Limited Availability version completed QA and beta but currently still has limited
deployment in the field.
GA - A General Availability version completed full QA and beta and is considered a
stable version.
Shipping GA - A Shipping version means that this is the default shipping version on
new product orders.
Software Numbering Convention
The table below shows the numbering convention used for all software. Each software version
follows the format X.YY.ZZ.

Table 1 - Software Numbering Convention
Field Terminology Description Example
X Major Feature Release Major functionality
additions or changes
8.00.00 9.00.00
YY Minor Feature Release Functionality
additions/changes and
fixes for known issues
8.10.00 8.12.00
ZZ Maintenance Release Fixes for know issues.
May also include minor
enhancements to
existing functionality
8.10.03
DL Hot Fix Release Hot fix for critical issues
(available only via Tier
4, not via website)
8.10.03DL




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Lifecycle
The diagram in Figure 1 below illustrates Radwares lifecycle for a Major software version and
typical timelines associated with each phase:
Figure 1: Major Software Version Lifecycl e
Beta
Limited
Availability
General
Availability
Retirement
Date
End of
Maintenance
End of
Support
1 3 Months 1 3 Months 12 Months +12 Months
Minor
Release
Maintenance
Release
Maintenance
Release
Minor
Release


Each Major version follows the lifecycle below:
1. Release to Beta testing.
2. Commercial release as LA version.
3. Promotion to GA or Shipping GA version.
Note: In some instances, a new version is released before the LA version has gained
enough field exposure. In such cases, the LA version is never promoted to GA status
and is immediately retired.
4. Minor and Maintenance releases are provided according to market needs and
development schedule.
5. Once a new major release reaches Shipping GA status, the previous Major version
is retired (Retirement Date milestone).
6. For the first 12 months following the retirement date, Radware will provide Hot Fixes
for critical bugs reported via Radware Technical Support, as well as phone support
and on-site assistance through the Certainty Support Program.
7. A year after the software version was retired it reaches End of Maintenance
milestone and Radware will no longer develop, repair, maintain, or test the retired
software version. Phone support and on-site assistance are available through the
Certainty Support Program for another 12 months.
8. Two years after the software version was retired it reaches End of Support milestone
and is no longer eligible for further support.




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Minor version retirement policy:
1. Once a new Minor version is released as GA, the previous minor version is retired.
2. Fixes for critical bugs discovered in a retired Minor version will be provided via the
latest release of the Major version to which this Minor version belongs. Radware will
test the retired version for critical bugs reported via Radware support for:
o 3 months following the retirement date of a Minor LA version
o 24 months following the retirement date of a Minor GA version or until the Major
version to which this minor version belongs reaches End of Maintenance
milestone (whichever occurs first)
3. Phone support, hardware repair/replace and on-site assistance are available through
the Certainty Support Program.
Software Release Matrix
The Software Release Matrix in the Support section of Radwares website shows the most
current status and type for all software releases. The last release of a Major version that was
retired from Shipping GA / GA status is available in the Software Center Archive section of
Radwares website. All other retired releases are available on the website via the Search tool
only.
End of Maintenance for Specific Software
Radware may choose, at its discretion, to discontinue support for a software version within a
particular product. This can be because the software can be easily replaced with a newer
version or the software is unused by customers. End of Maintenance for a major release will be
communicated through the Software Center Archive section in the Radware website.
S oftware Upgrades
Software Upgrades are available for units that are covered by the Certainty Support Program
and for units that are covered by Radwares Standard Warranty.

However, the entitlement differs as follows:

Units covered by the Certainty Support Program and units that are within the Warranty Period
are both entitled to Maintenance releases and Hot Fixes (see Software Numbering Convention
Table above).

Only units covered by any of the Certainty Support Programs 1 through 5 are entitled to both
Major and Minor releases (see Software Numbering Convention Table above).



Radware Certainty Support Guide Page 16
S oftware Downgrades
Sometimes when upgrading device software to take advantage of desirable system features
only available in newer versions of code, functionality that was only available in legacy software
may be lost. For this reason and for cases involving RMAs, it may be necessary to downgrade
device software to a prior version for a specific configuration.

Every software downgrade requires an upgrade password. See section Obtaining Software
below for more details.
Obtaining S oftware
All software can be obtained through Radwares website at www.radware.com. Units can be
upgraded to a new Maintenance release without a new password. Although the administrator
will be prompted for a password, the password check is not enforced when upgrading to a new
Maintenance release.

However, all upgrades to Major or Minor releases and all software downgrades require a
password. The password requirement ensures customers have a valid support agreement at the
time a software upgrade or downgrade is requested. It also provides the opportunity for
customers that do not have a valid agreement in place at the time to activate one, if needed.

Registered customers can obtain an upgrade password from the Password Generator on
Radwares website at http://www.radware.com/content/support/pwordgen/default.asp. The
following information will be required in order to generate the password:
Requested Software Version
Base MAC Address of the Unit
For more details, registered customers can refer to the full upgrade/downgrade procedures on
the Radware website at:
http://www.radware.com/content/support/software_upgrade/ct100.asp
http://www.radware.com/content/support/software_upgrade/default.asp

Please contact Radware Technical Support at support@radware.com if further assistance is
required.



Radware Certainty Support Guide Page 17
Alteon Product and Software Upgrades & Downgrades
S oftware Lifecycle
Terminology
General Availability (GA) This status applies to products, releases, and associated
design documentation that have undergone full process validation and meet all criteria
for design quality and volume production. Full design support is given to products,
releases, and associated documentation with a GA product status.
Manufacture Discontinued (MD) This status applies to products, releases, and
associated design documentation that are no longer supported by production related
processes. Customers have been notified of the intent to Manufacture Discontinue the
product or release and all last time buy orders have been processed. Repair services,
technical support, and emergency recovery are provided per published policies and/or
the terms of associated customer contracts. Design maintenance is limited to emergency
recovery, critical issues, and/or the terms of associated customer contracts.
End of Life (EOL) This status applies to products, releases, and associated design
documentation that are no longer supported by design driven processes. Customers
have been notified of the intent to end the life of the product or release and all
obligations for continued service and support have been satisfied. Design supported
hardware repair services are no longer available. Emergency recovery is available
subject to spares availability. Technical support may be available to a commercially
reasonable extent.
The table below shows the numbering convention used for all software. Each software version
follows the format XX.YY.ZZ.WW:

Table 2 - Software Numbering Convention
Field Terminology Description Example
XX Major Feature Release Major functionality
additions or changes.
24.0.0.0
25.0.0.0
YY Minor Feature
Releases
Functionality
additions/changes and
fixes for known issues.
24.1.0.0
25.1.0.0
ZZ Maintenance Release Fixes for known issues.
May also include minor
enhancements to
existing functionality.
25.0.1.0
WW Patch Patch for critical issues 24.1.0.9



Radware Certainty Support Guide Page 18

Lifecycle
Each Major version follows the following lifecycle:
1. Release to Beta testing.
2. Promotion to GA version.
3. Minor releases are provided according to market needs and development schedule.
4. Maintenance releases are provided on average every two months.
5. At any given time two major releases are supported for Alteon products per platform;
once a new major version is planned to become available a MD announcement is
issued to customers for the oldest previously supported major release.
6. For the first 24 months following the retirement date, Radware will provide
Maintenance release for critical bugs reported via Radware Technical Support, as
well as phone support and on-site assistance through the Certainty Support Program.
7. 24 months after a release becomes MD it reaches End of Life milestone and
Radware will no longer develop, repair, maintain, or test the retired software version.
S oftware Upgrades
Software Upgrades are available only for units that are covered by a valid support agreement.
Radware provides the opportunity for customers that do not have a valid agreement in place at
the time to activate one, if needed.
Obtaining Software
All software releases can be obtained through Radware Alteon website at
www.radwarealteon.com.



Radware Certainty Support Guide Page 19
APSolute Insite Product and Software Upgrades
Product Upgrades
The APSolute Insite license provides extended features and functionalities. An APSolute Insite
license is provided in the form of a license file, which is bound to the MAC Address of the
workstation on which APSolute Insite is installed.

A complete description of the APSolute Insite licensing mechanism and options is provided in
the Radware Licensing Model document available on www.radware.com.
Ordering Product Upgrades
The following information must be included on the Purchase Order for each unit when ordering
upgrades:
Requested Upgrade.
MAC Address of the ManagePro device or the workstation on which APSolute Insite is
installed.
APS olute Ins ite S oftware Cycle
APSolute Insite ManagePro
For APSolute Insite ManagePro, each new software release in Shipping GA status is a
Maintenance release for the previous software version and replaces it. No additional
maintenance releases are provided for the previous software version.
APSolute Insite
For APSolute Insite, there are no support fees for either the free product or advanced licenses.
Although Radware is not compensated for support and therefore, not obligated to provide
maintenance releases, it does provide releases, together with releases for APSolute Insite
ManagePro.
Obtaining S oftware
All APSolute Insite software releases can be obtained through Radwares website at
www.radware.com. Units can be upgraded to a new Maintenance release without a new
password. Although the administrator will be prompted for a password when upgrading
ManagePro, the password check is not enforced.

Please contact Radware Technical Support at support@radware.com if further assistance is
required.



Radware Certainty Support Guide Page 20
Product Lifecycle
The diagram in Figure 2 below illustrates Radwares product lifecycle and typical timelines
associated with each phase. Support availability varies during each phase of the product
lifecycle and is summarized in the Coverage for Product Lifecycle table at the end of this
section. The term Product refers to an integrated solution of a software feature set and
underlying hardware platform. The Software Lifecycle was described in the previous section.
Figure 2: Product/Platform Lifecycle
Beta
Limited
Availability
General
Availability
End of Sale
End of
Maintenance
End of
Support
1 3 Months 1 3 Months +24 Months +12 Months
End of Sale
Notice
3 Months

Product E nd of Life Proces s
1. Radware announces its intention to stop the specific product sales through an End of
Sale Notice.
2. Three months after the End of Sale Notice, the product or platform reaches the End
of Sale (EOS) milestone and can no longer be ordered from Radware.
3. For the first 24 months after the EOS milestone, Radware will provide Hot Fixes for
critical bugs reported via Radware Technical Support, as well as phone support,
hardware repair/replacement, and on-site assistance through the Certainty Support
Program. Hot Fixes will be provided only for the Major release that was Shipping
GA at the time of the EOS announcement.
4. Twenty seven months after the End of Sale Notice, the product or platform reaches
the End of Maintenance milestone and is no longer eligible for software upgrades of
any type. Phone support, hardware repair/replace and on-site assistance are
available through the Certainty Support Program for another 12 months.
5. Thirty nine months following the End of Sale Notice, the product or platform reaches
the End of Support milestone and is no longer eligible for further support. Phone
support, hardware repair/replace, and on-site assistance are no longer available once
the End of Support milestone is reached.



Radware Certainty Support Guide Page 21
The table below summarizes the available Certainty Support program coverage for relevant
stages of the Product Lifecycle.

Table 3 - Coverage for Product Lifecycl e
Certainty Support Program Coverage
Product Lifecycle
Phase
Phone
Support
On-site
Support
Software Hardware
Warranty
Extension
Major/Minor/
Maintenance
Release
Hot
Fix
Limited Availability

General
Availability

End of Sales



End of
Maintenance






Radware Certainty Support Guide Page 22
Product Status
The following table lists products and platforms at or beyond the End of Sales milestone:

Table 4 - Product Status
Product Line Life Cycle Stage
AppXcel Web Application Firewall
Module
End Of Sales as of April 2009
End Of Features
1
End Of Maintenance as of April 2011
as of April 2010
End Of Support as of April 2012
CertainT 100 platforms (XS1v1,
XS1v2, XS2v1, XS2v2
End Of Sales as of September 2007
End Of Features* as of September 2008
End of Maintenance as of September 2009
End Of Support as of September 2010
DefensePro 50, DefensePro 100,
DefensePro 200, DefensePro
1000, DefensePro 2000 &
DefensePro 3000

End Of Sales as of December 2007
End Of Features* as of December 2008
End Of Maintenance as of September 2010
End Of Support as of September 2011
FireProof 200, FireProof 202,
FireProof 1000 & FireProof 3000
End of Sales as of J une 30, 2008
End of Features* as of J une 30, 2009
End of Maintenance as of J une 30, 2010
End of Support as of J une 30, 2011
H processor (2 Fast Ethernet & 4
Fast Ethernet Platforms)
End of Maintenance as of November 1, 2004
End of hardware repair/ replace as of
November 1, 2006
End of Support as of November 1, 2006
Inflight 5000 3U Platform End of Sales as of J uly 2009
SecureFlow End of Sales as of March 31, 2010
End of Maintenance as of March 31, 2012
End of Support as of March 31, 2013
First Generation WSD & WSD Pro
(Fast Ethernet Bay Platform)
End of Support
WSD-PRO Ethernet Platform (i960
CF Processor)
End of Maintenance as of J uly 1, 2003

WSD/LinkProof/Fireproof Fast
Ethernet C Platforms (i960 CF
Processor)
End of Maintenance as of J uly 1, 2003
Web Server Director (WSD) End of Sales as of October 1, 2009
End of Maintenance as of October 1, 2011
End of Support as of October 1, 2012

1 End of Feature development for a product - relevant for products retired before J anuary 2009



Radware Certainty Support Guide Page 23
Radware Technical Support
Pos ition S tatement
To successfully compete in a global economy, leading organizations must create effective
communication channels with diverse customers, partners, resellers and employees at an
international scale and avoid becoming a Tower of Babel.

Radwares Technical Support organization has taken the responsibility to remove
communication barriers which often exist in such multilingual environments by formally adopting
English as its official language of operation. The purpose of this action is to ensure that all
service-related communication is maintained in one common language to facilitate the most
effective technical support possible for all Radware customers.
Non-Dis clos ure S tatement
Radware considers the privacy of your business information one of our key priorities and
responsibilities. In providing technical support, our staff fully abides by the following service
tenets to protect any personally-identifiable, proprietary, or valuable information disclosed to and
collected by us during the resolution of your service request:
The primary role of Radware Technical Support is to help ensure Radware solutions and
related networks operate efficiently.
Radware Technical Support staff is subject to the terms of the Service Level Agreement
that governs their access to and use of information necessary to provide technical
support.
Radware Technical Support staff will not use any information that becomes available to
them for any reason other than support.



Radware Certainty Support Guide Page 24
Certainty S upport Program
Radware offers technical support for all its products through the Certainty Support Program.
Each level of the Certainty support program consists of five (5) elements:
Phone and Email Support
Knowledge Base Access
On-site Support
Software Upgrades
Hardware Maintenance

All of the above elements are combined into five (5) separate support packages. Each package
in the program adds incremental value at higher levels of support. Support is provided on a per-
unit basis.

The following are the support packages available under the Certainty Support program:
Certainty Support Level 1 (CL1): Provides business day access to Technical Support
Center services and technical documentation, either via the Web, email or direct phone
support during weekdays, 9am to 5pm (excluding holidays). New releases of software,
including new features and maintenance releases, are available for units covered under
the Certainty Support program. In addition, for units covered under Certainty Support
Level 1, the standard hardware warranty is extended after the expiration of the initial
term to match the term of the CL1 Agreement.
Certainty Support Level 2 (CL2): Expands CL1 access to the Technical Support
Center to 24 hours a day, 7 days a week, and 365 days per year.
Certainty Support Level 3 (CL3): Adds next business day replacement of failed
hardware to CL2 level and waives customer shipping costs. Next business day
availability is location dependent refer to the Global Availability Table below for details.
Certainty Support Level 3 (CL3+): Applies to Radware Alteon devices only. Adds
next business day replacement of failed hardware to CL2 level and waives customer
shipping costs. Next business day availability is location dependent refer to the Global
Availability Table below for details. Also includes on-site technician support within 4
hours (available only in select areas). (This is 25% additional cost to CL5 coverage).
Certainty Support Level 4 (CL4): Adds next business day on-site support from
Radware Engineering to CL3 level. Availability is location dependent refer to the
Global Availability Table below for details.
Certainty Support Level 5 (CL5): On-site technician support within 4 hours (available
only in select areas) or a spare unit located on-site. Refer to below table for more details.
Certainty Support Level 5+ (CL5+): Applies to Radware Alteon devices only. On-
site technician support within 4 hours (available only in select areas) and a spare unit
located on-site. Refer to below table for more details. (This is 25% additional cost to
CL5).



Radware Certainty Support Guide Page 25
The table below summarizes the program by level:
Table 5 - Certainty Support Levels
Level Support SUS Software Hardware On-site Support
CL1
5 days a week,
8 hours a day
(in your local time
zone, excluding
holidays)
No
Features &
Maintenance
Releases
Standard
Warranty
1

No
CL2 7 x 24 Yes
Features &
Maintenance
Releases
Standard
Warranty
1

No
CL3 7 x 24 Yes
Features &
Maintenance
Releases
Next Business Day
Replacement
2

No
CL3+ 7 x 24 No
Features &
Maintenance
Releases
Next Business Day
Replacement
2, 6

4 Hour
On-site Tech
3, 6

CL4
7 x 24
Yes
Features &
Maintenance
Releases
Next Business Day
Replacement
2

Next Business Day
Radware Certified
Engineer
5

CL5
7 x 24
Yes
Features &
Maintenance
Releases
Next Business Day
Replacement
2,4

4 Hour
On-
site
Tech
3

OR Spare
Unit
On
Site
4

CL5+
7 x 24
No
Features &
Maintenance
Releases
Next Business Day
Replacement
2,4

4 Hour
On-
site
Tech
3

AND
6
Spare
Unit
On
Site
4


Notes:
Note 1: The Standard Warranty converts to an Extended Warranty at the end of the
initial term and the date is revised to match the term of the Certainty Support Agreement.
Note 2: The Standard Hardware Warranty converts to an Extended Warranty at the end
of the initial term and upgraded to provide for next business day unit replacement for all
units covered in the program. Availability is location dependent refer to the UGlobal
Availability TableU.
Note 3: Availability is location dependent refer to the UGlobal Availability TableU.
Note 4: Requires the purchase of at least 4 similar units at Certainty Level 5. Similar
units are the same product with a common hardware configuration (platform and port
configuration). The 4 units must be installed at the same location as the on-site spare.
For countries where CL3 is not available (see UGlobal Availability TableU below), Unit
Replacement is provided, but on-site delivery is not guaranteed for one business day.



Radware Certainty Support Guide Page 26
Note 5: In J apan, when purchasing Certainty Level 4 the on-site Radware certified
engineer option is not available. Instead unit replacement is provided within 4 hours in
selected areas. Refer to the Global Availability Table for details.
Note 6: This coverage applies to Radware Alteon units only.



Radware Certainty Support Guide Page 27
Continuous S upport and R enewal
The Certainty Support Program is a flexible program that may be renewed at any time to ensure
proper and continuous levels of coverage on a unit and any upgrade licenses or components
added to it thereafter. To avoid a lapse in support, please keep the following renewal policy in
mind:
Renewal contract coverage will always start at the end date of the previous contract;
hence intermittent renewal will be backdated to run consecutively and charged
accordingly (or backdated to ship date if a contract never existed)
A renewal lapse will involve an additional reinstatement fee on the backdated period
An RMA request that will be opened on a unit which is not covered by Certainty Support
will be charged as per the hardware price list (25% of list price for repair or 50% of list
price for replacement unit) and shipped within 14 working days
The above terms and conditions are also applicable to SUS (Security Update Service)
The support fees are based on the unit price plus the price of any additive license(s)
purchased in connection with the unit. Radware cannot support a partial solution;
therefore if a customer is not interested in renewing support for the unit including
additive licenses, the customer has the choice of removing the additional licenses and
renewing support on the basic unit only. The customer should note that such a waiver
will result in downgrading of the unit to remove the additional license(s) before support
can resume.
As a Radware Alteon customer, we offer seamless migration of your existing support program to
Radware Alteon Technical Services. During the initial transition, your existing support plan
2

coverage will be immediately transferred to Radware - unchanged and remaining in effect until
the support term expiration
3

. Upon support expiration, you will have the option to renew support
using the Radware Certainty Support Program.
To initiate the conversion to Radware Certainty Support, you must mail or call your dedicated
Radware Alteon Account Representative or local system integrator/reseller. Please provide the
Serial Number and/or MAC address for your device, indicate the desired Program level, and
term dates. The request will then be forwarded to the Radware local office for processing, where
a proposal quote is generated. Once approved, an order is placed for the appropriate Certainty
Support Program level.

2
The current support plan eligibility is based on Nortel support contract records and applies to exclusive (Alteon
units only) or bundled (Alteon units plus additional Nortel solutions) support contracts

3
The support term expiration is defined on a per case basis based on each customer's support contract.




Radware Certainty Support Guide Page 28
Geographic Coverage
The Certainty Support Program is available globally; however, the availability of specific support
packages varies by country. As of the date of this document, global availability is provided as
follows:

Table 6 - Global Availabil i ty
Region Certainty Support Program
Level 1 Level 2 Level 3 Level 4 Level 5
4-Hour Spare
Unit
North America
Continental
US

Hawaii &
Alaska

Canada 4
Mexico 2


Bermuda 1


All Other
Countries



South America
All Countries 2
Asia & Pacific
Australia 1
China 2
India
Indonesia 1
J apan 3
South Korea 2
Malaysia 1
New Zealand 1



Radware Certainty Support Guide Page 29
Region Certainty Support Program
Level 1 Level 2 Level 3 Level 4 Level 5
4-Hour Spare
Unit
Singapore 1
Taiwan 1
Thailand 2
Other
Countries

Europe, Middle East & Africa
Austria


Belgium


Cyprus


Czech
Republic



Denmark


Finland


France


Germany


Greece


Hungary


Ireland


Israel


Italy


Netherlands


Norway





Radware Certainty Support Guide Page 30
Region Certainty Support Program
Level 1 Level 2 Level 3 Level 4 Level 5
4-Hour Spare
Unit
Poland


Portugal


Romania 1


South Africa


Spain


Sweden


Switzerland


United
Kingdom



All Other
Countries




Notes:
Note 1: 2nd Business Day Hardware delivery only.
Note 2: 3rd Business Day Hardware delivery only.
Note 3: 4-hour unit replacement available in 23 Wards in Tokyo. Next business day
Radware certified engineer is not available.
Note 4: This coverage applies to Radware Alteon units only.



Radware Certainty Support Guide Page 31
Telephone Numbers
Below is the global telephone directory for Radware Technical Support. To expedite resolution,
register your installed Radware products through Customer support at www.radware.com.

Table 7 - Global Support Contacts
Technical Support Contact Numbers
North America Asia & Pacific
United States &
Canada (24x7)
1 877 236 9807 Australia 1 800 235 895
China 1 0800 490039
Local (US) or Mexico 1 646 200 5899 Hong Kong 800 965892
India 186030000010
All Other Countries +972 3 7668686 J apan 0053 1 800063
+972 3 7668686
Secondary Support
Line (to NJ , USA)
+1 201 785 3291
4
Malaysia 1800 803968
South America New Zealand 800 441490
Brazil 0897222010 Philippines 1800 11141017
Peru 0800 50777 South Korea 82 2 3452 1240
Chile 1 2300207521 Singapore 800 9722031
All Other Countries +972 3 7668686 Taiwan 00801 972119
Secondary Support
Line (to NJ , USA)
+1 201 785 32913F
4
Thailand 800 120663926
All other Countries +972 3 7668686
Europe, Middle East & Africa
Austria 0800 293591 Luxembourg 800 29732
Belgium 0800 77112 Morocco 002110012 code
2274
Denmark 808 83293 Netherlands 0800 249857
Egypt 7955770 code 2284 Norway 800 16638
Finland 0800 115564 Portugal 800 819597
France 0805 701005 South Africa 800 994930
Germany 800 1827169 Spain 900 941875
Greece 0800 125577 Sweden 020 792187
Israel 03 7668686 Switzerland 800 563059
Hungary 06 80015073 Turkey 8001 42038250
Italy 800 786016 Ukraine 000132103
J ordan 18800001 code 2066 United Kingdom 800 0968875
All Other
Countries
+972 3 7668686 Secondary Support
Line (to NJ , USA)
+1 201 785 3291
4


4
Use only if a technical problem occurs with the local number listed for the region.




Radware Certainty Support Guide Page 32
Cas e R eporting
Service Requests can be submitted to Radware Technical Support by telephone, email, or web.
All requests are entered into an Oracle-based Case Management System where a unique
Service Request number is assigned for updating and tracking purposes. A valid Support
Agreement and device Serial Number or MAC address are required to receive prompt
assistance. The engineer assigned to the request will advise if any additional information is
needed to help resolve the issue.

If your Radware device is not working properly, or you need to make changes to your
environment, or your Radware device must be replaced, contact Radware Technical Support to
open a Service Request. When opening a case, you will need to provide the following
information:
Contact name, email address, and phone number
Company name
Serial number and/or MAC address for the device
Configuration file and logs, if available
A detailed description of your issue, including any error messages, a detailed description
of when the problem started and if any changes were made prior
A logical diagram of your network, including the IP addresses of Radware devices and
any other relevant surrounding devices
This information will help validate your service agreement and promptly identify your hardware.
If you are unable to locate any of this information, please call Radware Technical Support for
assistance.
iSupport
Customers may also report a device issue to Radware Technical Support via iSupport. iSupport
is a web-based support application exclusively available to registered Radware customers from
the Customer portal of Radwares website. iSupport is a separate service from the Radware
website and requires its own login.

In addition to entering new service requests into Oracle, registered iSupport users can manage
previously submitted support tickets, view their installed base, search the technical Knowledge
Base, and more.

First-time Radware customers can register for an iSupport account at:
http://www.radware.com/isupport/register.asp. You will need your device Serial Number and
MAC Address to register. All users must register using this iSupport registration link.

An iSupport user guide along with login information is provided usually within 3 business days of
the registration request. Once registered, iSupport users can access the Knowledge Base by
clicking on the Support tab from the main page for iSupport at
http://www.radware.com/isupport/.



Radware Certainty Support Guide Page 33
S ummary R eporting Methods
Below is a summary of the various methods available to report a technical service issue on your
Radware device:

Table 8 - Reporting Technical Issues
Method Contact Use Availability
Phone
Toll-Free, US:
+1 877 236 9807
Local:
+1 646 200 5899
International:
+972 3 766 8686
Other:
Visit Contact Us at
www.radware.com

Appropriate for critical,
urgent issues. During heavy
call volumes, may be
answered by an operator at
a Radware-designated
service. A return call to the
customer by a Radware
representative will occur
WITHIN 30 MINUTES
24x7
Email
For Radware products:
support@radware.com
For Alteon products:
support@radwarealteon.com
Appropriate for non-critical
issues, e.g.:
general inquiries, requests
for technical documentation/
information, schedule
support during an upcoming
maintenance window
24x7, where
online service
is available
Online
Use Online Support Form
under Technical Support at:
www.radware.com for
Radware products (login
required)
OR
www.radwarealteon.com for
Alteon products
Appropriate for non-critical
issues, e.g.:
general inquiries, requests
for technical documentation/
information, schedule
support during an upcoming
maintenance window
24x7, where
Internet
service is
available
iSupport
www.radware.com/isupport/
(separate login required)
Appropriate for non-critical
issues, e.g.:
general inquiries, requests
for technical documentation/
information, schedule
support during an upcoming
maintenance window, view
installed base and manage
support cases, search
knowledgebase
24x7, where
Internet
service is
available




Radware Certainty Support Guide Page 34
S everity Cas e Clas s ifications
When a case is first opened, a classification rating is assigned based on problem severity,
complexity, system availability, and business impact. The five severity levels are:

E2 Outage Situation Emergency / Network Down. Use of services is completely
suspended. No workaround is available
E1 - Loss of Redundancy Backup device is down
Business Critical Feature/function failure, operations are severely restricted and a
workaround is available
Major Major Impact Sustained. Product does not operate as designed or limited
problem condition exists. Acceptable workaround is available
Minor Minor Impact Sustained. Minor condition or configuration issue is present but
can be avoided or there is a question or issue related to documentation or other general
inquiry.




Radware Certainty Support Guide Page 35
The table below lists severity designations and some representative examples:
Table 9 - Severity Classifi cations
Severity
Classification
Radware Case Priority &
Definition
Possible Examples
Critical
Alteon Only
E1
A problem that severely
affects service,
capacity/traffic, billing and
maintenance capabilities
and requires immediate
corrective action,
regardless of time or day
of the week.
Total or partial network element outage
A reduction in capacity or traffic handling
capability such that expected loads cannot
be handled
Failure resulting in dynamic routing,
switching capability or transport loss
Any loss of safety or emergency capability
(for example, emergency calls such as 911
in North America)
Loss of the systems ability to perform
automatic system reconfiguration
Inability to restart the system
Loss of billing/accounting capability
Corruption of billing or system databases
that requires service affecting corrective
actions
Other issue that severely affects service,
capacity/traffic, billing, and maintenance
capabilities or is jointly deemed as such by
Radware and the customer.




Radware Certainty Support Guide Page 36

Severity
Classification
Radware Case Priority &
Definition
Possible Examples
Major
Alteon Only
E2
A problem that results in
potential service
degradation and/or total
outage. Serious situation
not involving service
degradation in a live
environment, but leading to
a total or partial loss of
redundancy.
Loss of redundancy of critical functions (for
example, control, interface, power, cooling)
Loss of protection switching capability
Short outages equivalent to system or
subsystem outages not seriously impacting
service and having accumulated durations
of greater than two minutes in any 24-hour
period, or that continue to repeat during
longer periods
A reduction in provisioned capacity of 5%
and for a cumulative duration of more than
10 minutes per 24 hours
Repeated degradation of DS1/E1 or higher
rate spans or connections
Loss of systems ability to perform
automatic system reconfiguration
Loss of access to maintenance or recovery
operations
Any loss of functional visibility and/or
diagnostic capability
Loss of systems ability to provide any
required system critical/major alarms
Total loss of access to provisioning
Major Business Critical
A major degradation of
system or service
performance that impacts
service quality or
significantly impairs
network operator control or
operational effectiveness.
Overall network is
degraded causing severe
limitations to operations or
network management
software, product has
major feature that is not
working properly and has
only a difficult workaround.
Business has been given a workaround but
the situation still requires constant attention
due to the temporary nature of the
workaround
Software application/migration issue that
prevents the introduction of new services or
functionality
Billing error rates that exceed specifications
Corruption of system or billing databases



Radware Certainty Support Guide Page 37
Severity
Classification
Radware Case Priority &
Definition
Possible Examples
Major Major
A problem that results in a
condition that seriously
affects system operation,
maintenance and
administration, etc. and
requires immediate
attention. The urgency is
less than in a Business
Critical situation because
of a lesser immediate or
impending affect on
system performance,
customers, business
operation and revenue.
Degradation of any capacity/traffic
measurement function; degradation of
functional visibility and/or diagnostic
capability
Degradation of access for maintenance or
recovery operations
Degradation of the systems ability to
provide any required system critical/major
alarms
Loss of access for routine administrative
activity
Any system failure without direct immediate
impact
Intermittent degradation of services; partial
loss of access to provisioning
Software application/migration issues that
do not impact service
Reduction in any capacity/traffic
measurement function
Any loss of functional visibility and/or
diagnostic capability
Any significant increase in product-related
customer trouble reports
Follow-up to E1 customer problems
Other issue that disrupts or prevents routine
system activities or issue that is jointly
deemed as a Major event by Radware and
the customer.




Radware Certainty Support Guide Page 38

Severity
Classification
Radware Case Priority &
Definition
Possible Examples
Minor Minor
A problem that does not
significantly impair the
functioning of the system
and does not significantly
affect service to
customers. These
problems are tolerable
during system use.
Service analysis, recorded announcements,
operational measurements, maintenance
program, or network management
problems; or system-related documentation
inaccuracies that do not affect call
processing
Test equipment failures for which a backup
or manual alternative can be employed
Circuit pack testing issues
R es pons e Times
The following table summarizes typical response times for service requests by severity level.
Table 10 - Response Times by Severity
Severity Suggested Reporting Method Response Time
E2
Phone <30 minutes
E1
Phone <30 minutes
Business
Critical
Phone <30 minutes
Major
Email, Online or iSupport
5
Within 24 hours
Minor
Email, Online or iSupport
5
Within 24 hours


5
Response time is within one business day if request is submitted in English. Requests submitted in any
other language must first be translated and may exceed the one-business-day response time.



Radware Certainty Support Guide Page 39
On-s ite S upport
Next Business Day on-site support by Radware Certified engineers is available to Radware
customers purchasing Certainty Support Level 4 (please see the Global Availability Table for
exclusions). A Level 4 Certainty Support customer must first call Radware Technical Support
and open a case. Radware Technical Support will attempt to diagnose, troubleshoot and resolve
the problem remotely. If remote support does not resolve the issue, a Radware Certified
engineer can be dispatched to the customer site next business day at no charge to the
customer.

4-hour on-site support by a local technician is available (in select areas only) to Radware
customers purchasing this option under Certainty Support Level 5. The procedure and
conditions for Certainty Level 4 on-site support also apply for dispatching a technician under
Certainty Level 5 on-site support.

On-site Support is available to Alteon customers via Return Material Authorization (RMA) as
CL5+or CL5-S expanded service. The CL5 expanded service offers Alteon customers two
options:
H/W Replace w/Labor 4-HR/Same BD Mon-Fri
H/W Replace w/Labor 4-HR Sun-Sun
The RMA On-site Support option will be processed according to the level of service purchased
by each Alteon customer. Please refer to the RMA section in this Guide for more details.
S pare Unit On-s ite Option
Certainty Support Level 5 includes an option for a spare unit to be located at the Customer site.
In order to take advantage of this offering, at least 4 similar units at a common location must be
covered under Certainty Support Level 5. Similar units are defined as units belonging to the
same product family (for example, LinkProof or CID) and having the same hardware
configuration (platform and port configuration).

Radware will provide a single spare unit for all sites at which at least 4 similar units are covered
by Certainty Support Level 5 as described above. This unit will be located at the customer site,
but remains Radware property and must only be installed in a production environment upon
authorization from Radware Technical Support. Radware Technical Support will provide this
authorization following proper case diagnostics that may indicate the presence of a hardware
failure.



Radware Certainty Support Guide Page 40
Planned Technical S upport (PTS )
Planned Technical Support (PTS) is a service that allows customers to arrange, in advance, for
Radware dedicated technical support. Support can be scheduled during a change window or
other convenient time for assistance with basic configuration changes, software version
updates, maintenance or other similar operational support on eligible Radware products.

PTS is provided to existing Radware customers located in the U.S. and holding valid Level 3
through 5 Certainty Support agreements. Service may be scheduled at any time, 24 hours a day
and 7 days a week, with 5 business days advance notice. Up to a 4-hour block of time may be
scheduled, if needed.

PTS service requests, like standard requests, are entered into a Case Management System to
ensure proper tracking and exceptional handling through completion. There is no additional
charge for this value-added service for existing U.S. customers with eligible Radware products
and valid coverage, as defined above.

Note, the PTS Program is not available for installations of new devices or in lieu of Professional
Services offered by Radware. If a new installation, consultation or other assistance with large,
complex configurations is required, please contact Radware Sales for more information on
Implementation Support Programs.
Scheduling PTS Service
PTS service must be scheduled in advance by contacting the Radware Technical Assistance
Center at 1-877-236-9807 or by sending an email request to PTS@radware.com at least 5
business days in advance of the planned support.

A Support Engineer will contact the customer within 1 business day of receipt of the PTS
request to coordinate details for dedicated support. Up to 24 hours prior to the scheduled date,
an email confirmation will be sent to the customer containing specific information related to the
planned service.



Radware Certainty Support Guide Page 41
R eturn Material Authorization (R MA)
Overview
Once a case is opened as explained under Case Opening Guidelines above, Radware
Technical Support will attempt to perform a series of steps to diagnose the issue and restore the
device to its normal operation. However, if the support engineer is unable to recover the device
and further determines the issue is caused by hardware failure, the engineer will inform you that
the unit must be returned for repair or replacement and will update the status of your Service
Request accordingly.

To initiate the RMA process, you must complete the online RMA Form that is automatically sent
by the Case Management System as a URL link to the contact email address on file. The URL
link is dynamic and will change when a new RMA case is authorized by Radware Technical
Support.

Once the online RMA Form is submitted, it will be processed based on the terms of your service
contract. Generally,
For a unit covered by Same Day or 4-Hour service, with or without on-site Labor, or to
activate an on-site spare, please call Radware Technical Support at any time for
assistance:
Table 11 - Contacts for an RMA Case
Region Number
Toll-free (US): +1 877 236 9807
Local (US): +1 646 200 5899
International: +972 3 766 8686
Other Local
Numbers:
www.radware.com/Customer/GlobalSupport.aspx
If you are in North America, South America, Central America, the surrounding islands or
Hawaii, the completed RMA Form must be received by Radware Technical Support by
4:00 pm Eastern Time.
If you are in the rest of the world, the completed RMA Form must be received by
Radware Technical Support by 6:00 pm Israel Local Time.
For all repairs, the device will ship with the latest factory software release which may not be the
same version as the software received from the customer's defective unit. Radware provides a
six-month repair warranty. In the event the device incurs an RMA within the 6-month repair
warranty period, Radware will replace the device and no longer attempt to repair it.



Radware Certainty Support Guide Page 42
RMA Process by Certainty Support Levels
Certainty Support Level 1 and Level 2 provide for repair or replacement of a faulty device. The
customer must first send the unit to the Radware-designated repair center. Radware will then
analyze the unit and repair it, if possible. If the unit cannot be repaired, a replacement unit will
be sent to the customer. The customer will be notified of the status of the defective unit within 5
business days of receipt.

Certainty Support Levels 3 through 5 also provide for repair or replacement of a faulty device. In
addition, Radware advances a unit replacement to the customer and pays for return shipping of
the faulty device to a Radware service center. Once the completed RMA Form is received by
Radware Technical Support, a replacement unit is dispatched from one of our global warehouse
centers to arrive within the timeframe indicated in the Global Availability Table for the Certainty
Level purchased. The defective unit must be returned to Radware within five (5) business days
from the date the case was opened using the return label included in the advance replacement.
Failure to return the defective unit to Radware within this timeframe will result in an invoice to
the customer for the full cost of the replacement unit. Please note, non-consecutive renewal
orders (lapse in coverage) for Certainty Support Level 3 and above are entitled for Next
Business Day Advanced replacement only after fourteen (14) business days from the order
renewal date.

On-site spare devices provided by Certainly Level 5 coverage remain Radware property and
must only be installed in a production environment upon authorization from Radware Technical
Support. Radware Technical Support will provide this authorization following proper case
diagnostics that may indicate the presence of a hardware failure. Please note, once the on-site
spare device is installed, Certainty Support coverage transfers from the failed device to the
newly installed device and the RMA replacement shipped for next day delivery becomes the
new on-site spare.
RMA Process for Alteon Products
RMA for an Alteon product is subject to the same conditions explained above in the RMA
Overview section. In addition, if the faulty unit is not covered by a valid support or warranty
agreement, a cost estimate for the required service will follow and the RMA will be processed
accordingly.
Dead on Arrival (DOA)
A device is considered Dead on Arrival (DOA) if hardware failure occurs within thirty (30) days
of its ship date. The countries of J apan, Hong Kong, China and Taiwan are the only exception to
this policy. In these Asia-Pacific countries, a device is eligible for DOA designation within ninety
(90) days from its ship date.

In the event of a DOA situation, the RMA Procedure for Certainty Support Levels 3 through 5
would apply and delivery of the replacement unit would be subject to the guidelines of the
Global Availability Table contained in this document.



Radware Certainty Support Guide Page 43
S tandard Warranty
Radware hardware products are warranted against defects in material and workmanship for a
period of one year from date of shipment. Radware software carries a standard warranty that
provides bug fixes for up to 90 days after date of purchase.

For hardware warranty service or repair, the product must be returned to a service facility
designated by Radware. Customer shall pre-pay shipping charges to Radware and Radware
shall cover shipping charges in returning the product to the customer. Please see specific
details outlined in the Standard Warranty section of the customers purchase order.
E xtended Warranty
Radware offers an extended warranty to process an RMA request in the event of hardware
failure following termination of the Standard Warranty. The extended warranty is available
through the Certainty Support Program.



Radware Certainty Support Guide Page 44
R adware Alteon 5-Year S upport
6
As a valued customer, Radware fully respects your requirements and strives to support your
current and future plans. Therefore, we provide you with a 5-Year Support Plan guaranteeing no
end of support (EoS) of Radware Alteon models for 5 years as of March 31, 2009.

Business benefits
Key business benefits provided for the five-year period:
Ensure your ADC platform is continuously supported using our 24x7 Follow the Sun,
world-class support located in the US, Israel, and India
Eliminate risk of replacing your ADC platform due to unexpected support termination
Guarantee your business-critical applications infrastructure is continually maintained
enabling optimal productivity
Benefit from ADC-centric TAC team which includes many Alteon experienced specialists
providing expert-level know how and best practices
Comprehensive on-going support including hardware RMA, maintenance software
releases and feature releases
Supported Alteon models
The following Radware Alteon models are supported:
Radware Alteon Application Switch 2208
Radware Alteon Application Switch 2216
Radware Alteon Application Switch 2224
Radware Alteon Application Switch 2424
Radware Alteon Application Switch 2424-SSL
7
Radware Alteon Application Switch 3408

Radware Alteon Application Accelerator 510
Radware Alteon Application Accelerator 610






6
Starting March 31, 2009.
7
VPN functionality in Alteon 2424-SSL is provided to assist you with backward compatibility. However,
Radware does not support this functionality. For support for VPN functionality, please contact Nortel.



Radware Certainty Support Guide Page 45
The scope of the Radware Alteon 5-Year Support Plan
8
Hardware RMA
includes full support for the Alteon
Application Switch (formerly known as NAS) and Alteon Application Accelerator (formerly known
as NAA) product lines, and their relevant software modules, including:
TAC support on supported OS versions
Feature and maintenance software releases
Contact Radware Technical Support by phone with any additional questions on the 5-Year
9

Support Plan. For a telephone listing near you, please visit us at:
http://www.radware.com/Customer/TechnicalSupport.aspx or contact us via email at
support@radware.com or support@radwarealteon.com.
S upport for MD and E oL Alteon Products
Radware provides a special support option for certain products designated Manufacturing
Discontinued (MD) or End of Life (EoL) by Nortel.

1. The special support option applies to the following Alteon products:

Table 12 - Technical Support Avail able for MD/EoL Al teon Products
Product Nortel
Product
Status
Manufacturing
Discontinued
EoL Last supported
software version
180 EoL N/A Dec. 31, 2011 8.0.35
180 Plus EoL N/A Dec. 31, 2011 8.0.35
180E MD Dec. 31, 2010 Dec. 31, 2011 10.0.33.4
AD3 MD Dec. 31, 2010 Dec. 31, 2011 10.0.33.4
AD4 MD Dec. 31, 2010 Dec. 31, 2011 10.0.34.1
184 MD Dec. 31, 2010 Dec. 31, 2011 10.0.34.1
Alteon SSL
Accelerator
100, 310
MD Feb. 1, 2004 J une 30, 2009 4.2.1
Alteon SSL
Accelerator 410
MD Nov. 30, 2004 Nov. 30, 2009 4.2.1
Alteon SSL
Accelerator
FIPS
MD April 30, 2005 April 30, 2010 4.2.1


8
Starting March 31, 2009.
9
Starting March 31, 2009.



Radware Certainty Support Guide Page 46
2. The special support option consists of telephone support and hardware Return
Material Authorization (RMA) processing. Software upgrades are not available as
these products are considered MD or EoL.
3. The special support option can be renewed till the end of 2009 for a period of one
year.
4. Radware may extend the support renewal beyond the end of 2009. Radware will
announce the list of MD/EoL products that their renewal is extended during Q4 2009.
5. The special support option cost is 4% less than the current support level cost. For
example, if the current support cost is 12% of product price, the new support cost will
now be 8% of product price.
6. If the device is currently not under a support plan, the special support option is
available if the device is proved to be working and connected to the network
10
Below is a list of products, announced Manufacturing Discontinued (MD) or End of Life (EoL) by
Nortel, that are NOT supported:
.
Link Optimizer
Accelerator Cache
Content Cache
Content Director
Content Manager
In addition, Virtual Services Switch (VSS) 5000 was not released by Nortel and is not supported.

10
To verify the device is working and connected to the network, a Radware support engineer should connect to the
device and prove it is operational through the use of SSH or other remote method or through an on-site visit.



Radware Certainty Support Guide Page 47
Technical Team Overview
Radware Technical Support consists of 4 Tiers of support, all staffed by Radware Engineers.
Table 13 - Technical Service Teams
Team Role
Tier 1
Customer Service Representative coordinates inbound calls to the
Technical Assistance Center (TAC)
Assists with SR creation & updates, verifies contract information, handles
general inquiries, etc.
Direct customer interaction
Tier 2
Works all support cases escalated by Tier 1
Direct customer interaction
Tier 3
Works all support cases escalated by Tier 2 engineers
Provides on-site support based on support level purchased
Direct customer interaction
Tier 4
Works support cases requiring advanced replication & testing
Direct interface to R&D teams
Indirect customer interaction


Tiers 1, 2 and 3 are the initial point of contact and address 92% of all customer inquiries.
Questions range from product capability through complex design and configuration issues.
These teams are primarily located in the US, India, and Israel.

Tier 3 support is also provided by Radwares globally deployed Systems Engineering and Post
Sales Support Teams. Local Systems Engineers provide on-site support where available.

Tier 4 handles all product related issues that require advanced testing or possible resolution by
Research & Development (R&D). In addition to a direct interface to R&D, Tier 4 has access to
Radwares Test & Integration Lab for problem replication and testing.




Radware Certainty Support Guide Page 48
Technical Cas e E s calation
After performing the required system triage, the support engineer either identifies the problem or
outlines a solution plan. However, if neither is possible, the engineer will proactively escalate the
Service Request.

Escalations by Certainty Support Level are explained in the following tables:

Table 14 - Technical Escalation CL1
Certainty
Support
Severity Tier 1 Tier 2 Tier 3 Tier 4
Level 1
Avail able
08:00
17:00
E1
Immediately

24 hours
Follow-up:
Every 8 hours
8 hours
Follow-up:
Every 6
hours
12 hours
Follow-up:
Continuously
E2
Immediately

24 hours
Follow-up:
Every 8 hours
8 hours
Follow-up:
Every 6
hours
12 hours
Follow-up:
Continuously
Business
Critical
Immediately

36 hours
Follow-up:
Every 24
hours
12 hours
Follow-up:
Every 24
hours
12 hours
Follow-up:
Continuously
Major
Immediately

36 hours
Follow-up:
Every 36
hours
48 hours
Follow-up:
Every 36
hours
12 hours
Follow-up:
Continuously
Minor
Immediately

48 hours
Follow-up:
Every 72
hours
120 hours
Follow-up:
Every 72
hours
12 hours
Follow-up:
Continuously




Radware Certainty Support Guide Page 49
Table 15 - Technical Escalation CL2 & Above
Certainty
Support
Severity Tier 1 Tier 2 Tier 3 Tier 4
Levels 2, 3,
4 & 5
Avail able
24x7
E1
Immediately

2 hours
Follow-up:
Every 1
hour
1 hours
Follow-up:
Every 1
hour
12 hours
Follow-up:
Continuously
E2
Immediately

4 hours
Follow-up:
Every 3
hours
4 hours
Follow-up:
Every 3
hours
12 hours
Follow-up:
Continuously
Business
Critical
Immediately

8 hours
Follow-up:
Every 8
hours
4 hours
Follow-up:
Every 8
hours
12 hours
Follow-up:
Continuously
Major
Immediately

12 hours
Follow-up:
Every 12
hours
12 hours
Follow-up:
Every 12
hours
12 hours
Follow-up:
Continuously
Minor
Immediately

48 hours
Follow-up:
Every 72
hours
120 hours
Follow-up:
Every 72
hours
12 hours
Follow-up:
Continuously

All times represent maximum amounts that will lapse before escalation to the next level Tier,
provided the following conditions are met:
The resources currently working the issue have made little to no progress on the
issue and have not identified a plan to do so
The customer has provided all requested data and procedures




Radware Certainty Support Guide Page 50
Managerial Cas e E s calation
Senior engineers handling a case may deem it necessary to escalate the technical issue
internally to members of the Management team at their discretion. However, despite best efforts
by the various teams involved in responding to the issue, a customer may still feel the need to
escalate the issue to a manager. Managerial Case Escalation may be requested by the
customer at any time by submitting an email to: support_manager@radware.com.

Please allow the appropriate level of Radware TAC Management a minimum response time of
twelve (12) hours when emailing. You must provide the Service Request number, if discussing
an existing case, and the reason for requesting case escalation. The TAC Manager on duty will
take ownership of the request, respond to your inquiry and/or feedback, and further escalate the
matter, if necessary see Other Managerial Notifications.

Customers can also request an in-depth review and provide additional comments concerning
the handling of their case using Customer Satisfaction Surveys sent upon closure of every SR,
which is also reviewed by members of TAC Management.

Other Managerial Notifications
Radware TAC Management may deem it necessary, at their discretion, to notify other company
officials of a technical issue. Case-by-case notifications will occur based on the following
notification sequence:

1. TAC Manager 2. Director, Global
Technical Services
3. COO 4. CEO
Immediate 4 hours 48 hours 72 hours

Anomalies
A technical service issue that does not meet the guidelines prescribed in this document will be
considered an anomaly and subject to further evaluation by the Management team.




Radware Certainty Support Guide Page 51
Radware Implementation Support
For customers who are pressed for time or are looking for an extra level of assurance when
deploying their ADCs, Radware offers the support of our dedicated engineering staff. These
professionally trained ADC experts work hands-on with customer staff and are fully committed
to successful deployment of the solution. Implementation Support is offered on a fixed price
basis for Implementation Services or on a Time and Expense basis for Professional Services.
Implementation S ervices
This comprehensive service provides a methodical approach toward the successful installation
of Radware solutions at customer sites:

Requirements & Solution Review. A Radware Engineer contacts the customer prior to
arriving on-site to confirm the overall solution planned for deployment has been fully
assured. This review includes a discussion of the requirements, review of the product(s)
planned for deployment, and review of the proposed logical addressing for integration of
the product.
Quick-Start Training. Upon site arrival, the Radware Engineer provides a hands-on
walkthrough of the Radware product, using both the Radware management and
monitoring tool, Insite, as well as the Command Line Interface. Throughout the training,
the Engineer will identify how to configure key features and interpret key statistics and
diagnostics.
Solution Implementation. The Radware Engineer configures the unit(s) according to
the agreed-upon plan, guiding the customer through the entire process. Once the units
are configured and activated in the customer environment, the Radware Engineer will
support the customer during any planned application, load, or failover / recovery testing.
Implementation Services includes one day of on-site support and configuration support
for up to 4 units per site. For more complex implementations, please contact Radware
Sales for a Professional Services quote.
Profes s ional S ervices (Time and E xpens e B as ed S upport)
For customers requiring support beyond what is provided by Implementation Services or
Radware Technical Support, Radware offers Professional Services. A Professional Services
engagement is pre-negotiated and priced on a per-day or per-hour basis. The project can
include any of the following activities: design consultation, complex ADC implementation, on-site
troubleshooting and network analysis, and remote monitoring. Please contact Radware Sales
for further information on Professional Services availability.



Radware Certainty Support Guide Page 52
Training and Certification
Radware offers a comprehensive APSolute

Application Delivery accreditation program that goes
beyond basic product training. Training utilizes a combination of lectures, hands-on lab
exercises and analysis of real world designs and troubleshooting scenarios.

Training is offered at various locations throughout the world and covers the entire Radware
product line. On-site training is also available see Custom Training later in this section.

Please visit the Training section of the Radware website to enroll in a course at:
http://www.radware.com/Customer/Training/default.aspx.

Send general training and certification inquiries to training@radware.com.
AppWall (2 Days )
This course covers the AppWall product. It also includes an introduction to Web Application
Security.

Learn how AppWall helps you to enable PCI compliance by mitigating Web application security
threats and vulnerabilities to prevent data theft and manipulation of sensitive corporate and
customer information. See how AppWall incorporates advanced, patent-protected Web
application security filtering technologies to seamlessly detect threats, block attacks and report
events. Gain knowledge to plan an AppWall installation and configure the device.

Pre-requisites include familiarity with common network terminology, TCP/IP addressing &
routing, and Internetworking concepts is required.
LinkProof (2 Days )
This course covers the LinkProof Product Line and end-to-end multi-homing plus an introduction
to Application Security and Bandwidth Management for Connectivity solutions.

During this course, you will learn to enable uninterrupted and cost-effective communications
from your central headquarters to your remote branch offices. You will also discover ways to
ensure full link availability, security, and optimized utilization for all connections resulting in
accelerated application performance and a reduction in connectivity costs end-to-end. For
central site implementations, you will be taught how to keep the enterprise fully connected while
cutting Internet link operation costs.

Attendance at this course, passing a hands-on practical test, and successful completion of the
certification exam is required to earn the Radware Certified Connectivity Specialist (RCCS)
certification.



Radware Certainty Support Guide Page 53
Defens ePro (2 Days )
This course covers DefensePro and SecureFlow products.

Learn how to isolate, block and prevent application level attack, coupling unmatched security
performance with advanced security intelligence. Understand how to securely connect and
protect all mission-critical applications by immediately thwarting viruses, intrusions, Trojans,
worms and Denial of Service attacks. Learn how to eliminate security tool vulnerabilities and
bottlenecks across all combined security architectures, overcoming the security versus
performance trade-off for fault tolerant and highly scalable defense.

Attendance at this course, passing a hands-on practical test, and successful completion of the
certification exam is required to earn the Radware Certified Security Specialist (RCSS)
certification.
AppDirector (Level 1 & Level 2)
The Level 1, three-day course covers local server load balancing and transaction acceleration
with AppDirector.

Learn the skills necessary to enable the full availability, highest performance and complete
security of all mission-critical applications and transactions driving your enterprise.

Attendance at this course, passing the hands-on practical lab test, and successful completion of
the certification exam is required to earn the Radware Certified Application Specialist (RCAS)
accreditation.

The Level 2, four-day course covers advanced configurations and troubleshooting in local
server load balancing, transaction acceleration as well as global server load balancing with
AppDirector. The course also provides an introduction to bandwidth management and
application security.

The prerequisite for attending this advanced training is successful completion of the Radware
AppDirector Level 1 course. Successful completion of this advanced course, which includes
hands-on goals, as well as successful completion of the certification exam is required to earn
the Radware Certified Application Expert (RCAE) accreditation.



Radware Certainty Support Guide Page 54
Alteon (Level 1 & Level 2)
Radware Alteon Level 1 training is for technical staff involved in the installation and
maintenance of a Radware Alteon ADC switch, models 2208 to 5412. The course begins with a
general overview and includes a detailed review of required steps using CLI and GUI user
interfaces. It covers Load Balancing (LB) for Layer 4 and Layer 7 protocols using even
distribution or persistent policies. Standalone as well redundant LB using VRRP protocol is
explained in detail. SSL offloading basics using the 2424-SSL device, installing and updating
certificates, and onboard debugging are also covered in the 3 -day course. All topics are
explained in theory and implemented using hands-on lab exercises via remote access to a
virtual lab.

As a course prerequisite, delegates must have knowledge of networking IP and routing
protocols. A lab exam at the end of this course is available, which meets the second of three
accreditation requirements leading to the Radware Certified Switch Specialist (RCSWS)
accreditation.

Radware Alteon Level 2 training is for technical staff involved in the installation and
maintenance of a Radware Alteon ADC switch, models 2208 to 5412. The course reviews
standalone Load Balancing (LB) and redundant LB using VRRP protocol covered in the Level 1
course and continues with Bandwidth Management, Global Server Load Balancing, and Firewall
Load Balancing. Setup of SSL offloading using the 2424-SSL device is an important topic
covered in this 4-day advanced course as well as software upgrades for ADC and SSL features,
advanced debugging, and installation and configuration of Intelligent Traffic Management. All
topics are explained in theory and implemented using hands-on lab exercises via remote access
to a virtual lab.

Course prerequisite is successful completion of the foundation course (#500-101) or a minimum
of one (1) year switch installation and maintenance experience.

Level 1 and Level 2 course schedules are available from the Alteon Training center at:
http://www.radwarealteon.com/support1/training/.
Cus tom Training
Radware offers all its courses as on-site training with a curriculum tailored to the customer's
specific application switching solution. Radware provides all necessary equipment to conduct
the hands-on portion of the training. Students are required to bring their laptops. Custom
training is limited to a maximum of eight students.

Learn more from the training section of our site at:
http://www.radware.com/Customer/Training/default.aspx.



Radware Certainty Support Guide Page 55
Cours e S chedules & R egis tration
Course schedules and registration are published on the Radware training center. Other relevant
information is also available on the site. Please visit
http://www.radware.com/Customer/Training/default.aspx or
http://www.radwarealteon.com/support1/training/ for Radware Alteon training information in your
area.
Certification
Certifications are administered by Radware in-house. To be eligible, certification candidates
must meet the following criteria:

Complete certification training
Pass the corresponding hands-on lab exam
Pass the online exam

Detailed testing instructions are sent to eligible participants upon meeting certification
requirements.

For more information about course schedules and certification, please visit the online training
center at: http://www.radware.com/Customer/Training/default.aspx.



Radware Certainty Support Guide Page 56
Notes
















North America International
Radware Inc. Radware Ltd.
575 Corporate Drive 22 Raoul Wallenberg St.
Mahwah, NJ 07430 Tel Aviv 69710, Israel
Tel: +1-888-234-5763 Tel: 972 3 766 8666



2010 Radware, Ltd. All Rights Reserved. Radware and all other Radware product and service names are registered
trademarks of Radware in the U.S. and other countries. All other trademarks and names are the property of their respective
owners. Printed in the U.S.A

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