FAQ

Frequently asked questions

How many firewall vendors do you support?


Our first roll out will cater to customers with Palo Alto firewall network environments. We will later expand to include other major vendors like Cisco, Juniper, Checkpoint, SonicWall, zScaler and Fortinet.




What happens after I make a purchase?


After you make a purchase, you will recieve a Servie Level Agreement (SLA) via email to digitally sign and send back to us. Once we receive your signed SLA, we will email a digital calendar where you can go and choose a date and time that you would like us to deliver your service.




What is your refund policy?


We have a very flexible refund policy. For more information on our refund policy, please visit our Refund Policy webpage on: www.uptime365.com/refund-policy




Do you have a Service Level Agreement (SLA) for your services?


Yes, we have Service Level Agreements (SLA) for all the services that we offer.




What happens if you are not able to fix the problem with my firewall?


All our engineers are industry certified and have previous TAC experience from major firewall vendors. Once we diagnose an issue, the discovery usually leads to 3 things: 1. The configuration or operating system of the firewall 2. The hardware of the firewall 3. The configuration or hardware of an external device on the same network as the firewall Our service is backed by 100% guarantee. If we can't fix the problem, no major firewall vendor's TAC can!




How do I know that you will not take my network down?


We follow industry standard change management and disaster recovery procedures with a solid roll-back plan. Before we make any changes to your network, we will first educate you on the potential impact it may have. We will only make the change following your approval.




We have a complex enterprise network. How confident are you that you will be able to wrap your head around it?


All our engineers are industry certified and have previous TAC experience from major firewall vendors. Also, we have a proven methodology that speeds up our turn-around time from the network discovery phase to the solution implementation phase.




What kind of network environments do you support?


We support networks of various sizes from small to large enterprise networks with complex topologies whether on-premise or in the cloud. We also support data centers and mission-critical production environments.




Do you use your own tools for remote access when you are providing support?


Yes, we provide a remote access tool that is compatible with most computers.




Can we give you remote access with our own tools?


We understand that some network environments may be more restricted than others. We are flexible to work with any remote access method that meets your comfort level as long as it does not slow down our work rate.




Are you flexible in case our maintenance window falls outside your normal business hours?


Due to the negative impact that potential network interruptions could have on your business, we understand that some tasks may need to be performed after business hours. We will work with you to determine the maintenance window that works best for your team and ours.





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Contact

:שירות לקוחות

1-700-077-150

sbhsbh146@sbh.org.il

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