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Welcome to MSx Firewalls

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Welcome to MSx Firewalls!  This article will help you understand what to expect and how to get the most out of your service.

Product Description

MSx Firewalls provides management of a next generation firewall (NGFW) with today’s advanced Unified Threat Management (UTM) features. It is designed to help keep your network secure while also providing great visibility and control over your network.  The CORE Support level includes management of the device with basic features like anti-virus and web filtering.  MSx Firewalls OPTIMUM service also includes other UTM features like custom web filtering, application control, intrusion prevention and anti-spam along with longer log retention and more reporting capabilities.  Refer to MSx Firewalls Product Description for more details.

Service Onboarding

The first step in the service relationship is Onboarding. Onboarding includes the start-up activities necessary to ensure that the ongoing service meets your specific technical and customer-service requirements.  This includes provisioning and installing network firewall to your specific needs, setting up monitoring, and establishing communications processes. The onboarding process is led by the TPx team and with your engagement is typically completed within 32 business days.  Refer to What to expect during MSx Firewalls Onboarding for more details.

Ongoing Support

Once the Onboarding project is complete, our Onboarding team will update all documentation in the customer runbook and transfer responsibility for supporting your MSx Firewalls service to the MSx Support Team.  All the ongoing system maintenance and security activities as well as remote troubleshooting and repair is delivered by the MSx Support Team.  You have access to the support team any time 24x7x365 via phone and online service request. Refer to Accessing MSx Firewalls Support for more details.

Account, Billing & Service Management

We recognize that your needs may change, and you may have questions that are not technical support related.  We’re here to help!  As a valued customer, you will be assigned a dedicated Account Manager to help you manage these changes, answer your questions, and facilitate access to additional TPx resources as needed to ensure your complete satisfaction.  You can also access the support department directly to get help with all your MSx Firewalls questions and change requests.  Billing inquiries can be directed to our finance department as needed.  Refer to Account, Billing and Service Management for more details.

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