Check Point vs

Frequently Asked Questions For Internal Use Only Safe@Office 500/500W FAQ GENERAL What is Safe@Office 500? Safe@Office 500 and 500W are the latest addition to the Check Point Unified Threat Management product line for the small businesses. The new products feature security appliances that deliver an all-in-one Internet security solution right out of the box. The Safe@Office 500W series features Check Point’s market leading firewall and VPN technology integrated with a top of the line WiFi access point that offers a simple, affordable and reliable solution designed to keep small businesses networks protected and running. What is new with Safe@Office 500? The new Safe@Office 500/500W appliances are based on the Embedded NGX 6.0 firmware with exciting new features such as stateful inspection antivirus scanning on the gateway, intrusion prevention, anti-phishing, secure hotspots and much more. The new appliances offer new attractive models with new feature sets and pricing especially targeted for small businesses with different needs. What are the main customer benefits of Safe@Office 500/500W? • Industrial Strength Network Security: Secure your business with the same stateful inspection firewall and intrusion prevention technology used by the Fortune 500. • Productivity Increase with Secure Remote Access: Work from home or on the road, connect remote offices and lower connectivity costs. Connect from any Windows, Mac or PDA. • Block Viruses and Phising Attacks Before they Enter Your Network: Super-fast, stateful inspection, antivirus scanning of all Web, e-mail and file downloads. Zero-day outbreak protection without having to update each PC on the network. • Enjoy the Freedom of Wireless Without Having to Worry About Security: Integrated topspeed secure wireless interface. Separated from the other networks by firewall and encrypted against eavesdroppers with Enterprise grade IPSEC encryption. With Safe@Office 500W you can quickly and easily set up a secure hotspot for your guests without compromising the security of your corporate network. • Stay Up-to-date with Automatic Subscription Services: Get around the clock security updates, antivirus signatures, new firmware versions with new features, monthly graphical reports of blocked attacks and more – all the security without the hassle. Check Point Software Technologies Ltd. – CONFIDENTIAL – INTERNAL USE ONLY 1 Safe@Office 500 Frequently Asked Questions • • • • 4-Port Switch with VLAN, DMZ and 2-USB ports: Set up separate server segments, share broadband connections and printers and make the most of your broadband Internet connection. Quick Setup: Install the Safe@Office in minutes with guided wizards and preset security rules. No network security expert required and the easy set-up allows you to quickly install your secured network so you can focus on running your business. Reliable: Helps keep wired and wireless networks up and running at all times with back up ISP connections support and automatic failover between units. Affordable: Pricing starts at $299 for a feature rich solution. Are all Safe@Office 500/500W models based on the same hardware? There are only two hardware versions: • • Safe@Office 500 – wired Safe@Office 500W – wireless All upgrade and service options are done with license keys and without any need to replace the hardware. What is the PowerPack and who is it intended for? The PowerPack is an upgrade option that activates high-end features. It is intended for customers that that have a more advanced secure networking needs, for example: • • • • • • Require more than 5 remote access users Require more then 3 sites Have more than two separate internal network segments Require dual unit fail-over Require the availability of hotspots Require support for dynamic routing The PowerPack upgrade is independent from the user count upgrades. Any user count can use it. It can be installed on any Safe@Office 500/500W unit, regardless of the number of users it supports. What is the pricing of the new Safe@Office 500/500W series and what models are available? 5 Users Safe@Office 500 List Price Safe@Office 500W List Price PowerPack Add-on 1Y Support and Subscription 1Y Support, Subscription, AV & AI 1Y Web Filtering $299 $449 $499 $79 $179 $49 25 Users $599 $749 $499 $99 $299 $199 Unlimited Users $999 $1,149 $499 $199 $449 $299 Full features table: www.checkpoint.com/products/smallbusiness Pricing and SKUs: http://pricelist.checkpoint.com/sections/Home_Office.asp Check Point Software Technologies Ltd. – CONFIDENTIAL – INTERNAL USE ONLY 2 Safe@Office 500 Frequently Asked Questions Which features are included in the standard version and which are added with the PowerPack? Safe@Office 500/500W Hardware Features Firewall/VPN Throughput (Mbps) Concurrent Firewall Connections DMZ port 108Mbps Wireless USB Based Print Server Content Inspection Application Intelligence Gateway Antivirus VPN Remote Access VPN Users Site-to-Site VPN (IPSec) Tunnels Managed VPN Tunnels (req. SMP) Internal Security VPN Networking Traffic Monitor Traffic Shaper (QoS) Secure Hotspot VLAN (Port / Tag based) Dynamic Routing (OSPF) High Availability Backup ISP Connection (WAN2) Dialup Backup (Req. Ext. Modem) Automatic Failover (HA) Management HTTP / HTTPS / SSH / SNMP SMP 100/20 8,000 + 500W series only 500W series only + + 5 2 10 + + Basic Safe@Office 500/500W with PowerPack 150/30 8,000 + 500W series only 500W series only + + 25 15 100 + + Advanced + + + + + + + + + + + + How are nodes (users) counted within the Safe@Office product line? Nodes are based on the count of concurrent users passing traffic through the firewall. Is Embedded NGX 6.0 available also for VPN-1 Edge? The new Embedded NGX 6.0 firmware is available also for VPN-1 Edge X series. However, SmartCenter AV and AI management capabilities will only be available in Q1/06. Customers can evaluate the new firmware on VPN-1 Edge X devices combined with the early availability version of the new SmartCenter management software. Check Point Software Technologies Ltd. – CONFIDENTIAL – INTERNAL USE ONLY 3 Safe@Office 500 Frequently Asked Questions SECURITY MANAGEMENT PORTAL (SMP) What is SMP and who is it intended for? The Security Management Portal (SMP) is a unique management solution for service providers and resellers that seek to deliver comprehensive Internet security to home users and small businesses thereby generating revenues and increasing customer loyalty. With its flexible group based plan system and batch management tools you can use the SMP to support your individual security offering and deploy it to anywhere from tens to tens of thousands of subscribers. Can the Security Management Platform (SMP) 5.0 manage Safe@Office 500? Yes, although we highly recommend upgrading to the new SMP 6.0 in order to be able to deliver antivirus updates and to manage the new Embedded NGX 6.0. What are the benefits of using the new SMP 6.0? SMP 6.0 has the following new benefits: • Provisioning of Embedded NGX 6.0 features: - Antivirus signature update service - Management of the antivirus and SmartDefense configuration - Management of wireless and Secure Hotspots configuration New Vulnerability Scanning service based on Nessus Web Filtering enhancements: - Manual UFP allowing the definition a set of allowed/blocked sites per gateway/plan - Support for SurfControl 5.0 - Support "User Defined" UFP server type New SOAP based SMP API that allows partners to connect the SMP to other systems • • • What is the new vulnerability scanning service? SMP 6.0 includes an integrated vulnerability scanning service (VSS) that provides service providers with the ability to scan subscriber networks for security vulnerabilities. SMP 6.0 integrates with the world's most popular, free vulnerability scanner, Nessus, scheduling automatic periodical security scans, security report generation and report delivery. When is SMP 6.0 available and how can I get it? SMP 6.0 is currently in an early availability version. The final version release is planned for January 2006. Existing SMP owners with a software subscription contract can download from the Check Point download site. For an evaluation version contact smp_support@sofaware.com. Can SmartCenter or Provider-1 manage Safe@Office? No. Check Point Software Technologies Ltd. – CONFIDENTIAL – INTERNAL USE ONLY 4 Safe@Office 500 Frequently Asked Questions ANTIVIRUS I already have antivirus on my PC, why do I need it on the gateway? Installing antivirus software on your office PCs is very important but cannot provide complete protection against virus attacks. Ask yourself, if there was a new virus outbreak spreading the Internet this morning, how confident are you that all your PCs have the latest signature file? Using an antivirus at the gateway allows you to have a single point of control for blocking all viruses before they enter your network. By incorporating a gateway antivirus in parallel to the desktop antivirus, you can assure protection against zero-hour virus outbreaks and provide an additional layer of protection against new viruses in the wild. Does the Safe@Office antivirus protect against phishing attacks? Yes. The signatures update includes special signatures that cover the most active phishing attacks. Can I control which protocols are scanned? Yes. Safe@Office supports a granular antivirus scanning policy that allows defining specific ports and protocols to be scanned. How many connections can the gateway antivirus support? The gateway antivirus can support over 1,500 simultaneous connections. Will the antivirus slow my network? The antivirus is faster than most common broadband connections so most customers will not experience any slow down. Scanning throughput depends on the type of traffic and scanning policy and can be as high as 3 to 5Mbps. What scanning engine is it based on? The underlying engine is ClamAV. ClamAV is GPL antivirus engine especially designed for fast network scanning. It is widely used by ISPs around the world and frequently updated. For more information about ClamAV refer to: http://www.clamav.net. Who releases the signature updates? The signature updates are managed and released by Check Point. How many signatures are supported? Safe@Office supports over 14,000 different signatures. For efficiency purposes the list is optimized to include the most active network and email borne viruses. What do you need to do in order to start using the gateway antivirus scanning? The antivirus function is built-in with the supplied firmware, but receiving signature updates require that you purchase a subscription plan and connect to a service center (see more details below in the services section). Check Point Software Technologies Ltd. – CONFIDENTIAL – INTERNAL USE ONLY 5 Safe@Office 500 Frequently Asked Questions WIRELESS Which wireless protocols are supported by the Safe@Office 500W? • IEEE 802.11b – common protocol mostly used in old adaptors. Can reach a theoretical rate of 11Mbps. • IEEE 802.11g (default)– the most popular protocol. Can reach a theoretical rate of 54Mbps. Backwards compatible 802.11b, which means you can have a network with 802.11g compatible clients as well as 802.11b and have them function simultaneously. • Super G – a propriety technology built on top of 802.11g that allows increased throughput of up to a theoretical rate of 108Mbps with compatible clients. Note that Super G requires Super G support throughout the network so clients using regular 802.11g cause the network to default to 802.11g. For more information about this mode refer to: http://www.superag.com. Does Safe@Office 500W support 802.11a? No. What are the benefits of the new Secure Hotspot feature? Public Internet access hotspots are rapidly being deployed in airports, hotels, retail outlets, and educational institutions. To facilitate easy creation of guest access networks, Embedded NGX includes the new and innovative Secure Hotspot system. The Embedded NGX Secure Hotspot is enabled as a hotspot network by selecting a single check box. On hotspot networks, each user is required to sign in to the hotspot before gaining access to the network. Signing in can be done either by surfing to the page http://my.hotspot, or by surfing to any other Web page, in which case a user who has not signed in will automatically be redirected to http://my.hotspot. On the Secure Hotspot page, the user is prompted to accept the terms of use for the network. If the hotspot is configured to be password protected, the user is prompted to enter a username and password before gaining access to the network. Secure Hotspot also includes support for Quick Guest, which allows an administrator to grant access to a new hotspot guest user with a single mouse click. Secure Hotspots allow the user to define a custom landing page for all wireless guests and require web based authentication before being allowed on the network. This is similar to the hotspot experience you might find in hotels or airports. Hotpot user accounts can be either defined locally or pulled from external RADIUS servers. It is also possible to define time limited accounts either locally or using RADIUS. Is the Secure Hotspot feature available only for the wireless model? No. The Secure Hotpot feature is also available in the wired version or on interfaces other than the integrated wireless interface in the wireless model. This allows using external access points or implementing web based access control for wired networks. For example, hotspot access can be enabled in public computer labs, educational institutions, libraries, Internet cafés, and so on. Check Point Software Technologies Ltd. – CONFIDENTIAL – INTERNAL USE ONLY 6 Safe@Office 500 Frequently Asked Questions Can I have different security policies for wireless employees and wireless guests? Yes. SecuRemote VPN software users who are authenticated by the Internal VPN Server are treated separately from hotspot guest users. This allows, for example, authenticated employees to gain full access to the corporate LAN, while guest users are permitted to access the Internet only. Which wireless security protocols are supported by the Safe@Office 500W? Safe@Office 500W supports the security protocols to protect the wireless interface: • IPSec over WiFi: our recommended wireless security solution that is based on our IPSec VPN technology. Works with bundled SecuRemote/Client VPN client software that supports Windows, Mac and PDA’s. Using SecuRemote/Client you can establish a secure connection from anywhere – from your wireless network and on the road - without changing any settings. You can access company resources in an Internet cafe or any public or private hotspot in the same way you would if you were sitting at your office desk. WPA / WPA-PSK (WiFi Protected Access): This security standard can be used in along-side to IPSec VPN security. Supports pre-shared secret (WPA-PSK) or RADIUS based authentication. 802.11i / WPA2: IEEE 802.11i (also known as WPA2) is an amendment to the 802.11 standard specifying security mechanisms for wireless networks. It is a replacement for the WPA and WEP security specifications, both which were discovered to have severe security weaknesses. WPA2 makes use of the Advanced Encryption Standard (AES) cipher, instead of the RC4 cipher used by WPA and WEP. Embedded NGX wireless appliances now offer full support for the WPA2 standard, in addition to continued support for the older WPA and WEP standards. 802.1X: authentication standard for end-point identity verification. Works in conjunction with RADIUS. WEP (64-bit, 128-bit, 152-bit): out-dated and no long secure standard. Not recommend for use. Included in Safe@Office appliances for cases where out-dated adapters are part of the wireless network. Please note that the WEP standard has been compromised and if used should always be used in addition to IPSec secure access. MAC filtering: allows end-point filtering based on MAC addresses. It is recommended for use along side with additional security measures. SSID hiding: allows putting the access point in stealth mode requiring all connected users to know the SSID. It is recommended for use along side with additional security measures. • • • • • • What are the advantages of using an integrated wireless security appliance over the option of connecting an external access point? • Secured WiFi interface: even if you place the wireless device behind a firewall intruders can still gain unauthorized access to wireless clients on your network. Why rely on an access point device with weak, breakable security standards, if any, when you can get a complete solution from a security vendor that makes sure the wireless interfaces is tightly secured using proven enterprise grade VPN security. • Dedicated WiFi Interface: no need to dedicate your DMZ port for the wireless access point or compromise security by connecting it to your LAN and losing all ability to manage it. In the Safe@Office 500W the wireless interface is separately managed and secured. Check Point Software Technologies Ltd. – CONFIDENTIAL – INTERNAL USE ONLY 7 Safe@Office 500 Frequently Asked Questions • • • Manageability: SMP (SofaWare Security Management Portal) management software allows service providers and VARs remote management of wireless networks providing small business customers with wireless networking without requiring local maintenance. Superb Wireless Technology: with up to twice the speed of a standard 802.11g access point and up to three times the range, the Safe@Office 500W makes a perfect solution for a small business that has yet to install a wireless network or is using a slow and insecure access point. The range and speed allow you to cover the entire range of the office with a single device eliminating the need of repeaters that are known also to damage the overall throughput of the wireless network. High Availability: today it is no longer sufficient to have your gateway support high availability when most access points do not support it, The Safe@Office 500W includes robust high-availability features. If the ISP connection fails, the unit can automatically establish a secondary connection. If the broadband connection is down, the unit can automatically re-establish connectivity over a backup dialup connection. In case when the unit ceases to function, a secondary backup unit can automatically take its place in the network, without requiring any action from the user. No other solution on the market offers this wealth of high-availability options in such a compact integrated security and wireless solution making sure your wired and wireless networks are available at all times. Does Safe@Office 500W come with a wireless adaptor? No, you should purchase a wireless adaptor(s) from your vendor of choice. What is the frequency and range of the Safe@Office 500W? Safe@Office 500W transmits in 2.4Ghz using dual diversity antennas that offer excellent range. On top of that Safe@Office supports a proprietary extended range (XR) mode that allows up to three times the range of a standard access point. With this mode Safe@Office is capable of reaching up to 300 meter (1,000 ft) indoors and over 1 km (3,200 ft) outdoors with XR enabled clients (actual ranges may vary in different environments). How can I find wireless adaptors that support Super G and the extended range mode? Visit http://customerproducts.atheros.com/customerproducts/ and search for products that support the Super G with XR feature. Is there a way to wall mount the Safe@Office 500W for better reception? Yes. Safe@Office 500W includes a wall mounting kit. Please see the user guide for mounting instructions. Does Safe@Office 500W support Wireless QoS? Yes. Embedded NGX wireless appliances now offer full support for Wireless Multimedia (WMM). WMM is based on the IEEE 802.11e draft standard, providing basic Quality of Service (QoS) features to IEEE 802.11 wireless networks. WMM prioritizes traffic according to four access categories (Voice, Video, Best Effort, and Background). Do internal SecuRemote users count against the remote access license limit? No. The remote access license limit relates only to external VPN connections on the WAN interface. Check Point Software Technologies Ltd. – CONFIDENTIAL – INTERNAL USE ONLY 8 Safe@Office 500 Frequently Asked Questions EXISTING SERIES (100/200/400W) What happens to the current Safe@Office models (100, 200 & 400W series)? The current models are still available as before. Embedded NGX 6.0 firmware is available for all 400W, 200, 100B & 100C appliances with a valid software subscription plan. Is there any change to the 100/200/400W unit pricing? No. Is there any change to the 100/200/400W service pricing? Yes. Subscription pricing is updated accordingly: 1Y Support and Subscription 1Y Support, Subscription, AV & AI 105/405 $79 $179 110/410 $99 $299 225/425 $99 $299 225U/425U $199 $449 Does the new Safe@Office 500 run the same firmware as Safe@Office 200 & 400W? Yes. Which of the new Embedded NGX 6.0 features are available on which of the existing 100/200/400W models? The new features are available according to following table: Application Intelligence Gateway Antivirus Traffic Monitor Packet Sniffer Secure Hotspot Dynamic Routing (OSPF) 105B/405W + + + + 110B/410W + + + + 225/425W + + + + + + 225U/425UW + + + + + + All other existing features remain unchanged. How do I know if my Safe@Office 105 or 110 device supports Embedded NGX 6.0? There are several versions of series 100 appliances: 100B, 100C and regular 100. 100B and 100C support the new firmware. The initial 100 model does not. Most of the units sold in the last year were based on the 100B or 100C versions and can easily be identified as they have a physical DMZ port on the back side and the front panel label on the front side shows 100B or 100C. Another way to verify is to obtain the unit’s MAC address or serial number and to contact the small business support team at: http://www.sofaware.com/support. Check Point Software Technologies Ltd. – CONFIDENTIAL – INTERNAL USE ONLY 9 Safe@Office 500 Frequently Asked Questions ORDERING When will Safe@Office 500/500W be available for ordering? Safe@Office 500/500W is available for immediate ordering. First orders will be fulfilled in December. In what countries is Safe@Office 500W available? Due to different wireless import regulations in different countries Safe@Office 500W is available only in some countries.. Safe@Office 500W supports two wireless domains: • FCCA: USA, Canada, Mexico (includes US power adaptor) • World: Europe, Hong Kong, Singapore (either EU or UK power adaptors) To verify product availability in a specific country contact order@checkpoint.com. Are there any limitations on exporting Safe@Office 500/500W units? Each Safe@Office 500W unit is factory pre-set to a specific wireless domain. A unit cannot be exported to countries that are not included in the wireless domain the appliance is pre-set to. The local user interface requires you to choose a country from the list of countries in your domain. On top of that the Safe@Office 500/500W cannot be exported to countries that are included in the forbidden countries list for encryption export. For a full list of such countries refer to the end user license agreement attached to the product. How can I find out the wireless domain of a specific unit? The wireless domain (FCCA or World) is specified in the SKU that appears on the invoice and on all the packaging labels. For example the SKU CPSB-500W-25-WORLD-EU refers to a Safe@Office 500W unit with a World wireless domain setting and EU type power adaptor that can be used in European countries, except for UK and Ireland where a different power adaptor is required (CPSB-500W-25-WORLD-UK). How do channel partners place orders for Safe@Office? For direct VARS and service providers Safe@Office orders should be submitted as regular orders to order@checkpoint.com. What are the VAR and Distribution discounts for the Appliance? The products are Category III products. Where can I find end user pricing for VARs, Distributors and E-tailers? From the end user price list, located at: http://pricelist.checkpoint.com/sections/Home_Office.asp. Are there any cables included with the Safe@Office 500/500W? Yes, one CAT5 Ethernet cable is provided. Check Point Software Technologies Ltd. – CONFIDENTIAL – INTERNAL USE ONLY 10 Safe@Office 500 Frequently Asked Questions What is the lead-time for receiving an order? For VARs, it depends on product availability at their distributor. For distributors, expected leadtime is up to 2 weeks for small orders of less than 20 units and up to 8 weeks for larger orders. To get a more accurate EST for a specific order contact availability@checkpoint.com or check online here: https://usercenter.checkpoint.com/pub/usercenter/ProductLeadTime.html. Once a VAR or a distributor submits an order, will they receive any confirmation and estimated delivery date? An order confirmation is sent within 5 days after the order is received. An EST will be sent along with the order confirmation. When the order is shipped, the VAR or distributor will receive a delivery confirmation with the tracking number of the order. Who does a VAR or distributor contact for technical questions? For pre-sales technical support please contact your supporting Check Point SE. For post-sales support, the VAR or distributor can contact the small business support team at: http://www.sofaware.com/support. NOTE: Before contacting the support team, make sure you have the customer details and MAC address of the unit in question. The MAC address is listed on the appliance label and also appears in the Web user interface What is the return policy? VARs should contact their distributors for return policy information. What are the warranty terms? All Safe@Office appliances include a 1-year hardware warranty and 90 days of software updates. Are power adaptors available for countries outside the U.S.? Yes. The SKUs are located on the Check Point Price List. Customers can select the desired power supply with their order. To order additional power supplies, contact order@checkpoint.com. NOTE: there are different power supplies for different models. Please specify the exact part number of the appliance you need to user the supply with, before placing the power supply order. What certifications do Safe@Office 500/500W appliances comply with? The Safe@Office 500/500W were tested and certified to comply with the following minimum set of standards: FCC class B, CE For the full list of standards for each model type please refer to the user guide. What is the MTBF of the 500 and 500W? The MTBF is 68,000 hours at 30 degrees Celsius. Check Point Software Technologies Ltd. – CONFIDENTIAL – INTERNAL USE ONLY 11 Safe@Office 500 Frequently Asked Questions SERVICES What is a Safe@Office Service Center? A Safe@Office Service Center is a server that delivers Safe@Office advanced security subscription services such as: automatic software and security policy updates, antivirus signature updates, Web filtering, antispam, dynamic DNS, reporting, etc. How does a customer connect to a Service Center? To connect to the service center a customer needs to complete the following steps: a) Surf to the Safe@Office configuration portal using http://my.firewall. b) Click on 'Services' from the left side menu. c) Choose 'Connect' and follow the on-screen instructions and enter the address of the Service Center and optional enter username and password provided to the customer when the subscription was purchased Does a customer have to be connected to a Service Center? Safe@Office is fully functional without connecting to a Service Center. However, advanced security features such as antivirus updates and Web filtering require a connection to a Service Center. Who delivers the services? Services are delivered either by partners or from Check Point’s Service Center. Customers registering the service will be directed to the relevant Service Center according to their geographic location. To check for availability of the service in your area please refer to http://www.sofaware.com/services. What are the Safe@Office support and subscription plans? Safe@Office currently offers the following three support and service plans available from Check Point: • Support and Subscription: a) Security and firmware updates b) Email, web and chat support c) 8x5 telephone support in US and European time zones d) Advanced replacement e) Dynamic DNS Support, Subscription, Gateway Antivirus and Application Intelligence: a) Security and firmware updates b) Email, web and chat support c) 8x5 telephone support in US and European time zones d) Advanced replacement e) Dynamic DNS f) Gateway antivirus updates g) Application Intelligence update Web Filtering • • Check Point Software Technologies Ltd. – CONFIDENTIAL – INTERNAL USE ONLY 12 Safe@Office 500 Frequently Asked Questions What does a customer need to do in order to be entitled to receive technical support for Safe@Office? The customer needs to purchase a Safe@Office support plan. Support plans are listed on the Check Point small business price list (here: http://pricelist.checkpoint.com/sections/Home_Office.asp) and available through our channels. How do customers contact the small business support team? • The best way to contact support is to visit the Safe@Office technical support portal at: http://www.sofaware.com/support, open a ticket, chat with an agent or request a callback. • It is also possible to reach the support team by phone at these numbers: U.S. +1 (800) 870-0302; outside the U.S. - +972 (3) 751-8080 Where can I find the latest user guide and technical documentation? Technical documentation for the Safe@Office and SMP product lines can be found in the knowledge base and download sections of the small business support site located here: http://www.sofaware.com/support What Safe@Office products are eligible for RMA? Products under the initial one year warranty or under a support plan that have been verified by the support team as being malfunctioned. A Returned Materials Authorization (RMA) number must be obtained before returning a product. NOTE: Due to wireless regulations Safe@Office 500W & 400W may not be used in countries out of the predefined wireless domain (see 23). RMA requests for shipping addresses outside of the wireless domain of the unit in question will not be approved. How does the customer get an RMA number for Safe@Office? To obtain RMA number for a Safe@Office product contact the small business support team (www.sofaware.com/support) and follow the online instructions. Before an RMA number is issued the support team needs to verify that the problem is indeed hardware related and cannot be solved by configuration or software update. After confirming this, the support team provides an RMA number and the process of exchanging the appliance takes place. How and when is the product replaced? Upon receiving an approval for the RMA the customer needs to return the defective box to the Check Point’s logistic center. In parallel, Check Point would send a replacement box on Check Point's account. How does the customer know where to return the unit? As part of the RMA procedure the customer receives the address of the closest logistic center. Such logistic centers are currently set in the US, Europe and in Israel. Check Point Software Technologies Ltd. – CONFIDENTIAL – INTERNAL USE ONLY 13 Safe@Office 500 Frequently Asked Questions How much time does it take to receive the replacement unit from the time the RMA is approved? It usually takes around 2 working days for customers in US, Canada or Europe. What is the significance of advanced replacement? If a customer has advanced replacement, a replacement unit will be sent before removing the defective unit. Products returned without an RMA number displayed clearly on the outside of the box will be returned to the sender at sender's expense. Are advance replacements available? Advance replacement is a feature of both of Check Point’s standard and comprehensive Safe@Office support offerings. UPGRADES Is it possible to upgrade Safe@Office appliances? Yes. Additional users and features can be added to the Safe@Office 500/500W without requiring a hardware replacement. Customers receive a sales confirmation code, register online and receive the permanent new product key that allows the new functionality. Partners should use the new Safe@Office 500/500W upgrade SKUs that cover all possible upgrade combinations: Upgrades (500 or 500W) From 5 to 25 Users From 5 to Unlimited Users From 25 to Unlimited Users PowerPack Upgrade SKU CPSB-500-UPG-5TO25 CPSB-500-UPG-5TOU CPSB-500-UPG-25TOU CPSB-500-UPG-PPACK List Price $359 $759 $519 $499 User count upgrades allow connecting more concurrent users behind the unit and do not affect the features. The PowerPack upgrade adds the advanced feature set. It is available for any user count mode. For the existing series (100/200/400W), partners should use the existing calculation method for upgrades. The list price of the functionality is calculated as the price of the higher model minus 80% of the price of the old model. For example, the list price of a functionality upgrade from Safe@Office 405 to Safe@Office 410 is $400 (=$799-$499 x 80%). Is it possible to trade-in a Safe@Office 100 or 200 appliance? For trade-ins please contact your local Check Point sales representative. Check Point Software Technologies Ltd. – CONFIDENTIAL – INTERNAL USE ONLY 14 Safe@Office 500 Frequently Asked Questions EVALUATION PROGRAM What is the evaluation program? The Evaluation program is designed to enable resellers to: • • • Demonstrate the product to potential buyers. Enable end-user customers to try the product out in their own work environments. Broaden market reach as well shorten the sale cycle. What is the source for NFR units? Small Business Partners can order NFR units from distributors or directly from Check Point by sending a purchase order to order@checkpoint.com in which case it will require credit card payment. These units will be clearly distinguished as NFR units (Not for Resale). What is the price for an NFR unit? NFR units are available for $200 and are limited to 3 per Small Business Partner. How do I get a demo license for the SMP? Contact your Check Point sales representative. How can Check Point employees order units for internal or personal use? Refer to: http://cpi.checkpoint.com/docs/salesadminpublic/internal_Ordering.asp. Where can I find more information? You can find the latest datasheets product information on the Check Point and SofaWare online product pages here: http://www.checkpoint.com/smallbusiness, http://www.sofaware.com Check Point Software Technologies Ltd. – CONFIDENTIAL – INTERNAL USE ONLY 15