Support Guide

North America Radware Inc. 575 Corporate Drive Suite 205 Mahwah, NJ 07430 Tel 888 234 5763

International Radware Ltd. 22 Raoul Wallenberg St. Tel Aviv 69710, Israel Tel 972 3 766 8666

www.radware.com

Certainty Support Guide Revised: April 23, 2008

Certainty Support Guide Revised 4/23/2008 2

Table of Contents Introduction ....................................................................................................................................... 3

Radware’s Service Principles ....................................................................................................... 3 Radware Technical Support ............................................................................................................. 4

Position Statement ........................................................................................................................ 4 Certainty Support Program ........................................................................................................... 5 Continuous Support and Renewal Policy ..................................................................................... 7 Geographic Coverage ................................................................................................................... 8 Phone Support ............................................................................................................................ 10 On-Site Support .......................................................................................................................... 12 Planned Technical Support ......................................................................................................... 12 Spare Unit On-Site Option .......................................................................................................... 12 Hardware..................................................................................................................................... 13 Case Opening Guidelines ........................................................................................................... 14 Return Material Authorization (RMA) Procedure ........................................................................ 14 Dead on Arrival (DOA) ................................................................................................................ 15 Standard Warranty ...................................................................................................................... 15 Escalation Process ..................................................................................................................... 15

Radware Implementation Support .................................................................................................. 17 Implementation Services ............................................................................................................. 17 Professional Services (Time and Expense Based Support) ....................................................... 17

Radware Product and Service Solutions ........................................................................................ 18 Training and Certification ................................................................................................................ 23 Product and Software Upgrades & Downgrades ............................................................................ 25

Ordering Product Upgrades ........................................................................................................ 25 Product Downgrades / Returns ................................................................................................... 25 Software Classifications .............................................................................................................. 25 Software Numbering Convention ................................................................................................ 26 Software Lifecycle ....................................................................................................................... 26 Software Upgrades ..................................................................................................................... 26 Software Downgrades ................................................................................................................. 27 Obtaining Software ..................................................................................................................... 27 End of Maintenance for Specific Software .................................................................................. 28

Product Lifecycle ............................................................................................................................. 29 End of Sales ................................................................................................................................ 29 End of Development ................................................................................................................... 29 End of Features .......................................................................................................................... 29 End of Maintenance .................................................................................................................... 30 End of Support ............................................................................................................................ 30

Product Status ................................................................................................................................ 31


Introduction Application Delivery Solutions (ADS) have become an integral element of today’s most successful businesses. Radware offers a comprehensive set of technical services that ensures Customers realize the full potential of their ADS investment. Whether the business goal is in the area of design, implementation, or on-going support and training, Radware’s globally-deployed Technical Services organization has the programs and expertise to meet those business needs.

Radware’s Service Principles Radware places a high priority on Customer support and our Customer’s 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 our Customer and design the most effective ADS infrastructure possible to achieve business-smart networking within each 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 who will 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 Customer’s urgency on all issues.

• We will take personal ownership for problems and will always be responsive.

• We will look for ways in which to exceed our Customer’s 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 the available programs and services and is intended as a general guide for the Radware Sales Organization, our partners and resellers, and most importantly, our Customers.


Radware Technical Support Position Statement To successfully compete in a global economy, leading organizations must create effective communication channels with many diverse Customers, partners, resellers and employees at an international scale while simultaneously avoiding becoming a Tower of Babel. Radware’s Technical Support organization has taken the responsibility of removing 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-request-related information is maintained in one common language in order to facilitate unhindered technical support to all Radware Customers.


Certainty Support 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 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 (CS1): 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 CS1 Agreement.

• Certainty Support Level 2 (CS2): Expands CS1 access to the Technical Support Center to 24 hours a day, 7 days a week and 365 days per year.

• Certainty Support Level 3 (CS3): Adds to CS2 level next business day replacement of failed hardware, with no up-front cost to the Customer. Availability is location dependent – refer to the Global Availability Table below for details.

• Certainty Support Level 4 (CS4): Adds to CS3 level next business day on-site support from Radware Engineering. Availability is location dependent – refer to the Global Availability Table below for details.

• Certainty Support Level 5 (CS5): Offers two options: Onsite technician third-party support within 4 hours (only available in certain areas) or a spare unit located onsite. Refer to Table 1 below for more details.


The table below summarizes the main advantages of the 5 programs:

Table 1: Certainty Support Levels

Program Description

Phone Support

Software Hardware On-Site Support

Certainty Support Level 1

5 x 8 Features & Maintenance

Releases

Standard Warranty 1

No



Releases

Standard Warranty 1

No



Releases

Next Business Day

Replacement 2

No



Releases

Next Business Day

Replacement 2

Next Business Day Radware Certified

Engineer 5



Releases

Next Business Day

Replacement 2,4

4 Hour On-site

3rd Party Tech 3

OR

Spare Unit On

Site4

Notes: • Note 1: The Standard Hardware Warranty is extended beyond the initial term for all units

covered in the program to match the term of the Certainty Support Agreement. • Note 2: The Standard Hardware Warranty is extended beyond 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 Global Availability Table below.

• Note 3: Availability is location dependent – refer to the Global Availability Table. • 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 & port configuration). FireProof & LinkProof can be considered a common product. For Countries where CL3 is not available (see Global Availability Table below), Unit Replacement is provided, but on-site delivery is not guaranteed for one business day.

• Note 5: In Japan, 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 Global Availability Table below for details.


Continuous Support and Renewal Policy 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 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 the Customer is not interested in renewing support for the unit including additive licenses, Customer has the choice of removing the additional licenses and renewing support on the basic unit only. Customer should note that such waiver will result in downgrading of the unit to remove the additional license(s) before support can resume.


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 2: Global Availability

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 • • • • •

Mexico • • • 1 •

Bermuda • • • 1 •

All Other Countries

• • • •

South America

All Countries • • •

Asia & Pacific

Australia • • • 1 • •

China • • • 2 •

Indonesia • • • 1 •

Japan • • • • 3 •

South Korea • • • 2 •

Malaysia • • • 1 •

New Zealand • • • 1 •

Singapore • • • 1 •

Taiwan • • • 1 •

Thailand • • • 2 •

Other Countries • • •


Table 2: Global Availability (Continued)

Region Certainty Support Program

Level 1

Level 2 Level 3 Level 4 Level 5

4 Hour Spare Unit

Europe, Middle East & Africa

Austria • • • •

Belgium • • • •

Cyprus • • •

Czech Republic • • • 1 •

Denmark • • • •

Finland • • • •

France • • • •

Germany • • • •

Greece • • •

Hungary • • • •

Ireland • • • •

Israel • • • •

Italy • • • •

Netherlands • • • •

Norway • • • •

Poland • • • 1 •

Portugal • • • •

Romania • • • 1 •

South Africa • • •

Spain • • • •

Sweden • • • •

Switzerland • • • •

United Kingdom • • • •

All Other Countries • • • Note 1: 2nd Business Day Hardware delivery only. Note 2: 3rd Business Day Hardware delivery only. Note 3: 4 hours unit replacement available in 23 Wards in Tokyo. Next business day Radware certified engineer is not available.


Phone Support Customers are provided with a direct dial number (toll free in most cases) to contact Radware’s Technical Assistance Centers located in Mahwah NJ, New Delhi, India, and Tel Aviv, Israel. For Certainty Support Level 1, phone support is available Monday – Friday, excluding holidays, from 9:00 AM – 5:00 PM in the Customers’ local time zone. For Certainty Support Levels 2 – 5, phone support is available on a 24x7 basis. In the event that Customers do not immediately reach a technical assistance center engineer, they can leave a message and expect a call back within 30 minutes. Additionally, Customers can contact Radware Technical Support via email at [email protected] or through the Customer support section of Radware’s website. Response time for email cases is within one business day. The numbers for reaching Radware Technical Support for various countries around the world are shown in Table 3 below. To hasten the process of problem resolution, Radware recommends that products be registered at the time of installation so that all necessary information is available to Radware Technical Support. Products can be registered through the Customer support section available at www.radware.com.


Table 3: Technical Support Phone list

Technical Support Contact Numbers

North America Asia & Pacific

United States & Canada (7x24)

1 (877) 236 9807 Australia 1 800 675 203

China 1 0800 490039

United States & Canada (5x8)

1 (800) 283-2382 Honk Kong 800 965892

India 00 91 1130853495

Mexico 1 (801) 386-7488 Japan 0053 1 800063

+972 3 7668686

All Other Countries 1 (801) 386-7488 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

Direct to U.S Support

(Mahwah, NJ)

1 (801) 386-7488 Thailand 800 120663926

All other Countries +972 3 7668686

Europe, Middle East & Africa

Austria 0800 293591 Netherlands 0800 249857

Belgium 0800 77112 Norway 800 16638

Denmark 808 83293 Portugal 800 819597

Finland 0800 115564 South Africa 800 994930

France 0805 701005 Spain 900 941875

Germany 800 1827169 Sweden 020 792187

Greece 0800 125577 Switzerland 800 563059

Israel 03 7668686 Turkey 8001 42038250

Hungary 06 80015073 United Kingdom 800 0968875

Italy 800 786016 All Other Countries +972 3 7668686

Luxembourg 800 29732


On-Site Support Next Business Day on-site support by Radware Certified engineers is available to Customers purchasing Certainty Support Level 4 (Please see Table 2 Global Availability for exclusions). The 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 is not sufficient to resolve the problem, a Radware Certified engineer can be dispatched to the Customer site at no charge to the Customer. For Customers purchasing Certainty Support Level 5 with the on-site technician option, the same procedure and conditions apply; however, the additional option of dispatching a third-party technician within 4 hours, instead of a Radware Certified Engineer, is also available.

Planned Technical Support A new service offering called Planned Technical Support (PTS) became effective January 1, 2008 for Radware Customers located in the U.S. and holding valid Certainty Support Level 3 – 5 agreements. PTS service allows Customers to arrange, in advance, for Radware dedicated technical support assistance with new installations, configuration changes, maintenance support, or other similar service. PTS may be scheduled on any Radware product with a valid Certainty Support contract for Levels 3-5 and can occur Monday through Saturday, with 5 business days advance notice. Up to a 4-hour block of time may be scheduled, if needed. PTS service requests will be entered into Radware’s Case Management System to ensure proper tracking and exceptional handling of the dedicated support request through completion. There is no additional charge for this value-added service for qualified Customers. 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 [email protected] at least 5 business days in advance of the planned support. A Support Engineer will contact the Customer within 1 business day from 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 directly to the Customer containing conference bridge and other specific information related to the planned service.

Spare Unit On-Site 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 option, 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 (WSD, LinkProof, or CSD) and


having the same hardware configuration (platform & port configuration). For this option, FireProof and LinkProof can be considered the same product family. Radware will provide a single spare unit for all sites at which at least 4 similar units are covered by Certainty Support Level 5. This unit will be located at the Customer site, but remains Radware property and cannot be used for production traffic until authorized by Radware Technical Support. Radware Technical Support will provide this authorization only after a case is opened and the problem is diagnosed as a hardware problem.

Hardware Radware provides new hardware for the AS1 platform also known as AS1 Version 2. This platform is being shipped with 8FE or with 8FE ports and 2 GBIC slots (SFP) (unlike the AS1 Version 1 that shipped with 2 fixed Fiber Optic GIGA ports). AS1 Version 2 supports boot 2.53 and above for non-File System versions and Boot 5.30 and above for File System versions. AS1 Version 2 supports the following software versions and up:

Table 4: Software Supported by AS1 Version 2

Product Non FS-Version FS-Version CID 2.00.17 2.20.04 CSD 4.00.17 4.20.04 LP 3.73.11 4.21.08/4.35.04FP 2.73.11 3.21.08/3.35.04

SecureFlow N/A All Versions DP N/A 2.43.04

WSD 7.56.20 8.15.13/8.23.06 AppDirector N/A All Versions


Case Opening Guidelines If your Radware device is not working properly, you need to make changes to your environment or your Radware device should be replaced, you need to contact Radware Technical Support. The first step is to open a case. When opening a case with Radware Technical Support, 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 be used to validate your service agreement and to promptly identify your hardware. If you are unable to locate any of this information, Radware Technical Support will help you find it.

Return Material Authorization (RMA) Procedure Once it has been confirmed by Radware Technical Support that your device needs to be repaired or replaced, the Technical Engineer will send you a completed RMA Form for your review. Please review the form for the correct shipping address, serial number, type, platform, memory and software version. Once this review is complete, please sign and follow the instructions on the form to return it to Radware Technical Support as soon as possible.

• If you are in North America, South America, Central America, the surrounding islands or Hawaii, the signed RMA Form must be received by Radware Technical Support via email or fax by 4:00 pm EST.

• If you are in the rest of the world (ROW), the signed RMA Form must be received by Radware Technical Support via email or fax by 6:00 pm Israel local standard time.

Certainty Support Level 1 and Level 2 provide for repair or replacement of failed hardware through the RMA Procedure. Once a case is opened as explained under “Case Opening Guidelines”, Radware Technical Support will attempt to diagnose, troubleshoot and resolve the problem. If it is determined that hardware repair or replacement is required, an RMA approval with an RMA number will be issued along with further instructions. The Customer must first send the unit to the Radware designated repair center. Radware will then analyze the unit, repairing 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.


Once an RMA is approved by Radware Technical Support, the Customer will receive an e-mail notification about the RMA. The Customer will need to follow the instructions contained within the e-mail and review or fill-in any missing RMA details (address, contact, etc.) and submit the RMA form for processing. For Certainty Support Levels 3 through 5, Customer follows the same process. However, once the RMA approval is issued, a replacement will be shipped for arrival within the timeframe indicated in the Global Availability Table. The Customer must then send the failed unit to Radware within five (5) business days via the return process defined by Radware Technical Support. If the failed unit is not returned to Radware, the Customer will be invoiced for the full amount 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.

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 Japan, 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 case of a DOA scenario, 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.

Standard Warranty Radware’s hardware products are warranted against defects in material and workmanship, for a period of one year from date of shipment. For 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 other specific details outlined in the Standard Warranty section of the Customer’s contract. Radware also offers an extended hardware agreement to cover products after the first year, as well as software warranty under the Certainty Support Program.

Escalation Process Radware Technical Support consists of 4 Tiers of support all staffed by Radware Engineers. Tier 1 & 2, centralized in Radware’s Technical Assistance Centers in Mahwah, NJ, New Delhi, India, and Tel Aviv, Israel, are the initial point of contact and address over 90% of Customer inquiries. These range from product capability questions through complex design and configuration issues.


Tier 3 support is provided by Radware’s globally deployed Systems Engineering as well as Post Sales Support/Tier 3 Teams. Local Systems Engineers provide on-site support services when required and are available as an escalation point for the Tier 1 & 2 teams, as are the Post Sales/Tier 3 Teams. Tier 4 handles all product related issues that require advanced testing or possible resolution by development. In addition to a direct interface to Radware development, Tier 4 has access to Radware’s Test & Integration Lab for problem replication and testing. Cases are escalated by Radware Technical Support staff based on problem severity and complexity. In addition, Customers can request a technical escalation at any time if the rate of progress is not to their satisfaction.


Radware Implementation Support For those Customers that lack the time or are looking for an extra level of assurance when deploying an ADS solution, Radware offers the support of our dedicated engineering staff. These highly trained ADS experts will work with Customer staff with total focus on the successful deployment of the solution. Implementation Support is offered on a fixed price basis through our Implementation Service or on a Time & Expense basis for specific pre-negotiated projects or support.

Implementation Services Requirements & Solution Review: A Radware Engineer will contact the Customer prior to arriving on-site to ensure that 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 arriving on site, the Radware Engineer will first provide a step-by-step hands-on walkthrough of the Radware product, using both Radware’s management and monitoring tool, Insite, as well as the Command Line Interface. The Engineer will identify how to configure key features and interpret key statistics and diagnostics. Solution Implementation: The Radware Engineer will then configure 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. The Implementation Service 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

Professional Services (Time and Expense Based Support) For Customers requiring support beyond what is provided by the 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 ADS implementation, on-site troubleshooting and network analysis, and remote monitoring. Please contact Radware Sales for further information on Professional Services availability.


Radware Product and Service Solutions 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. 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. LinkProof® LinkProof®, Radware’s 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. 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 industry’s 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 APSolute™ family 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. 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.


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. For a complete and detailed description of all new and existing Radware products, please visit our website at www.radware.com. Intrusion Prevention Radware’s 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. Web Application Firewall (WAF) Service WAF service is an add-on solution to the AppXcel product based on Radware’s open service architecture. WAF provides unified and automated protection against known and zero-day web application worms, platform exploits, and network attacks using behavior-based learning and profiling of web applications and services. WAF compares user traffic patterns against learned profiles to easily detect and block suspect traffic. WAF activation on the AppXcel product combines with it the ability to inspect encrypted SSL traffic and provide complete transaction visibility and security, while guaranteeing end-to-end performance acceleration and tuning of web-enabled, SSL-based applications. Adding WAF service is simple and seamless requiring no manual configuration or tuning, ensuring both secure and uninterrupted online business activity. Similar to SUS updates,


WAF updates are also available as downloads from the Radware website for registered subscribers. Security Update Service Radware’s 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:

a) Automatically via the Insite management interface, easily propagating updates across multiple Radware devices, and/or

b) 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. Security Operations Center Radware’s 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 Radware’s 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 Detection The first step in mitigating a threat is to detect the attack. Radware’s Security Operations Center monitors Internet activity for threats utilizing network “Honeypots”, probes, reports of new vulnerabilities to Radware’s 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 Risk 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:

a) The relevance to Radware’s Customers b) Impact of the threat relative to its spread rate and specific systems and network

elements targeted and


c) 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 Radware’s 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. 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:

A) 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 Radware’s website will be automatically notified of the new signature file via a notification function within Radware’s 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. Customer’s not using the Insite management tool may access the Security Zone in the Customer section of Radware’s 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).

B) 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).

C) Custom Signatures - 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.


Radware’s 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.


Training and Certification Radware has developed a comprehensive APSoluteTM Application Delivery training curriculum that goes beyond basic product training. The training utilizes a combination of lectures, hands-on lab exercises and analysis of real world designs and troubleshooting scenarios. Training is offered at Radware locations throughout the world and covers the entire Radware product line. Please visit the Training section of the Radware website to enroll in a curriculum described below:

Application Access Solutions (2 Days) This course covers the LinkProof Product Line and end-to-end multi-homing plus an introduction to Application Security & Bandwidth Management for Connectivity solutions.

During this course, you’ll learn to enable uninterrupted and cost-effective communications from your central headquarters to your remote branch offices. You’ll 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’ll be taught how to keep the enterprise fully connected while cutting Internet link operation costs.

Attendance at this course and successful completion of the certification exam is required to earn the Radware Certified Connectivity Specialist (RCCS) certification.

Application Security Solutions (3 Days) This course covers DefensePro® and SecureFlowTM 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 vs. performance trade-off for fault tolerant and highly scalable defense.

Attendance at this course and successful completion of the certification exam is required to earn the Radware Certified Security Specialist (RCSS) certification.


Application Infrastructure Solutions (3 Days) This course covers local and global server load balancing with AppDirectorTM, transaction acceleration with AppXcelTM and an introduction to bandwidth management and application security.

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 and successful completion of the certification exam is required to earn the Radware Certified Application Specialist (RCAS) certification.

Custom 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.

Certification Testing Certification testing is performed throughout the Pearson VUE network of over 3,700 Pearson VUE™ Authorized Centers around the world. Click here to read more and register for certification testing.


Product and Software Upgrades & Downgrades The latest versions of Radware products introduce a new licensing mechanism that allows functionality upgrades without the need to change eproms or upgrade software. The Licenses are only required when upgrading unit functionality and are not required when upgrading the software on the units. Software upgrades are described later in this section. A complete description of the Licensing 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 • License Code • Base MAC Address • License ID The License information and Base MAC Address can be obtained from the unit through Certainty Insite (Device Menu: License Upgrade) or through the CLI “license get” command.

Product Downgrades / Returns The above information must also be provided when requesting a downgrade. Radware will generate a new License Code based on the provided information. In order to complete the downgrade, the new License Code must be entered into the unit and the subsequent License ID provided to Radware. 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 a credit can be issued for the downgrade.

Software Classifications Radware software status is classified as ‘LA’ (Limited Availability), ‘GA’ (General Availability) and ‘Shipping GA’. LA – A limited available version, the version includes new features, completed QA and beta but currently still has limited deployment in the field. GA - A general availability version, completed full QA and beta process and is considered a stable version Shipping GA - The ‘Shipping’ term means that this is the default shipping version on new product orders.


In addition to the above software status, each one has a type indicator as well. Software type can be Maintenance Version (MV), Features Version (FV), and Customer Version (CV). MV - Radware commits to provide 12 months notice before end of maintenance for this software. FV – Radware commits to 3 months of early announcement before end of maintenance for this software. Issues in this version may be fixed in a newer feature version. As indicated in the Software Numbering Convention section below, FV versions are available as major and minor releases. CV –Specially developed software that has custom features or specific fixes for unique Customer environment or applications. For ongoing maintenance it is required to upgrade to the next version where the specific development is integrated.

Software Numbering Convention Table 5 shows the numbering convention used for all software. Each software version follows the format X.YC.ZZ:

Table 5: Software Numbering Convention

Field Definition Example

X,Y Major Feature Release 8.00.00

8.10.00

9.00.00

C Minor Feature Releases 8.12.00

ZZ Maintenance Versions 8.10.03

Software Lifecycle As mentioned in the software classifications section above, for each maintenance version, maintenance fixes are provided for 1 year after a version exits MV stage. The Software Release Matrix in the Support section of Radware’s website shows the most current status and type for all software releases. Software that exited the Shipping GA/ GA or LA stage will no longer be available in the Software Release Matrix section but is available in the Software Center Archive section of Radware's website. Note: In the event a product reaches End of Sale or End of Development milestones (See Product Lifecycle section), it is possible that MV fixes will be provided for a period of less than one (1) year.

Software Upgrades Software Upgrades are available for units that are covered by the Certainty Support Program and for units that are covered by Radware’s 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 MV releases. MV releases are periodically provided by Radware to address reported problems and may add minor enhancements to existing features. MV releases are identified by a change in the third grouping of numbers in the software version. As an example, WSD version 8.18.01 is the first MV release for the major release 8.18.00 (see Table 5). Only units covered by any of the Certainty Support Programs 1 through 5 are entitled to both major and minor FV releases. FV releases add major new capabilities to the software. FV releases are identified by a change to the first or second grouping of numbers in the software version. As an example, WSD version 8.19.00 is considered a minor FV release from version 8.18.00. WSD version 8.20.00 is considered a major FV release from version 8.18.00 (see Table 5).

Software 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 Software Both MV and FV releases can be obtained through Radware’s website at www.radware.com. Units can be upgraded to a new MV 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 MV release. However, all upgrades to major FV Releases and all software downgrades require an upgrade 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 Radware’s 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 if further assistance is required.

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 such software will be communicated through the Software Center Archive section in the Radware website.


Product Lifecycle The following diagram illustrates Radware’s product lifecycle and typical timelines associated with each phase. Support availability varies during each phase of the product lifecycle and is summarized in the 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.

End of Sales A product or platform that reaches the End of Sales (EOS) milestone can no longer be ordered from Radware, but will continue to be supported according to Table 6 (End of Support) definitions. Software that reaches the EOS milestone will be replaced by the current GA version and will no longer be available from the Radware website. However, it will be available upon request through Radware Technical Support. Certainty Support is available for products that have reached the EOS milestone, however, FV releases will only be available for a period of 12 months after the EOS date.

End of Development The End of Development (EOD) milestone is similar to the EOS milestone but not mandatory as EOS. At this point, Radware still sells the product but handles this product as if it reached EOS milestone. The product will continue to be supported according to Table 6 End of Support definitions. Software that reaches the EOD milestone will be replaced by the current GA version and will no longer be available from the Radware website. However, it will be available upon request through Radware Technical Support. The Certainty Support program is available for products that have reached the EOD milestone, however, FV releases will only be available for a period of 12 months after the EOD date.

End of Features The End of Features milestone is 12 months after the EOS date. At this point, no new FV will be released for a product. MV releases will be available for 12 months after the date of the last MV release for the product. The Certainty Support Program is available, but without FV releases and with MV releases available only to the End of Maintenance milestone.


End of Maintenance A product that is designated at End of Maintenance 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, as long as the product did not reach the EOS milestone.

End of Support A product that has reached the End of Support Milestone will no longer be eligible for further support. The table below summarizes the available Certainty Support program coverage for relevant stages of the Product Lifecycle.

Table 6: End of Support

Certainty Support Program Coverage

Product Lifecycle Phase Phone Support

On-Site Support

Software Hardware Warranty Extension FV

Release MV

Release

Controlled Introduction • • • • •

General Availability • • • • •

End of Sales (EOS) or

End of Development (EOD) • • For 12

months after EOS or EOD

Date

• •

End of Features

(EOF) • • For 12

months after EOF

Date

•

End of Maintenance • • •


Product Status The following table lists the Radware platforms that have reached or passed the End of Sales milestone.

Table 7: Product Status

Product Line Life Cycle Stage First Generation WSD & WSD Pro

(Fast Ethernet Bay Platform)

End of Support

WSD-PRO Ethernet Platform (i960 CF Processor)

End of Maintenance as of July 1, 2003

WSD/LinkProof/Fireproof Fast Ethernet C Platforms (i960 CF Processor)

End of Maintenance as of July 1, 2003

H processor (2 Fast Ethernet & 4 Fast Ethernet Platforms)

End of Features as of November 1, 2003

End of Maintenance Planned for November 1, 2004

End of hardware repair/ replace planned for November 1, 2006

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 Support as of December 2010

CertainT 100 platforms (XS1v1, XS1v2, XS2v1, XS2v2

End Of Sales as of September 2007

End Of Features as of September 2008

End Of Support as of September 2010

Support Guide

Documents

Transcript of Support Guide