Deployment Support Account Manager

Service Description

The Pulse Secure Deployment Support Account Manager (DSAM) offering provides for critical services though a named contact assigned as End User’s advocate within Pulse Secure to manage End User service-related operational activities during local business hours. This dedicated Engineer will focus on offering remote assistance with on-boarding, configuration, migration, and user on-boarding during a 90 day continuous period.

Deliverables

The key deliverables of a DSAM include the following:

  • Point of contact within Pulse Secure to oversee the delivery of all entitled services in this offering.
  • Provide account set up assistance and ongoing account management to ensure that the End User has access to the service deliverables in this service offering and appropriate resources within Pulse Secure
  • Have a kickoff meeting with the End User to provide information needed for the End User to receive entitled service deliverables limited to product on-boarding, configuration, migration, and user on-boarding.
  • Ensure that the End User account is correctly set up internally within Pulse Secure to be able to open cases, download software, and manage licenses
  • Manage End User escalation related to on-boarding, configuration and migration and provide customer support working with Pulse Secure internal delivery teams
  • Provide image and software upgrade assistance for all Pulse products.
  • Provide recommendations on security fixes and patches and the best release for migration based on the customer deployment scenario.

Eligibility and Prerequisites

Pulse Secure Deployment Support Account Manager (DSAM) add-on is available for purchase only by End Users who have purchased a Pulse Secure Gold or Platinum Support contract. The DSAM Services cover only Pulse Secure products for which the End User has an active Pulse Secure Gold or Platinum Support contract.

The start of services commences on the day of purchase of the DSAM contract and is valid for a period of 90 days.

End User Responsibilities

  • Install, set up, and monitor the devices under contract.
  • Determine and register the site ID associated with Pulse Secure Platinum Service Contract that has the DSAM add-on with Pulse Secure, and provide an e-mail address of a primary contract for the site ID.
  • Contact Pulse Secure and provide all of the required information to activate the Gold or Platinum Services and to enable the delivery of support Services, such as serial numbers of each system.
  • Provide information on the current software releases running in the network and current configurations as and when requested by Pulse Secure to enable delivery of the DSAM Services.
  • Provide access to servers, equipment, information, logs, infrastructure, and resources that are necessary for the delivery of the Service.
  • Designate at least two (2) who must be the primary technical interface to the designated contact of the Service Manager and other Pulse Secure services teams, if appropriate. The End User will designate contacts who are senior engineers with the authority to make any necessary changes to the network configuration.
  • Participate in ongoing communications with Pulse Secure primary contact(s) who will help in the delivery of knowledge transfer and other proactive communications.
  • Provide Pulse Secure with any information Pulse Secure may reasonably request about the execution of the Services throughout the delivery of Services. If third-party participation and cooperation are required for the performance of End User responsibilities, End User shall be responsible for getting such participation and cooperation.

Availability

  • DSAM Services are available globally excluding countries listed in Group E under the U.S. Export Administration regulations, which are currently Cuba, Iran, North Korea, Sudan, and Syria and any other countries as to which the furnishing of such Services may be prohibited. However, certain advance replacement and onsite services are not available in certain countries. Services deliverables are available in English only.
  • The Service Manager is available during his/her local business hours Monday through Friday, excluding Pulse Secure observed holidays.
    • AMERICAS: 8 a.m. to 5 p.m.
    • EMEA: 9a.m.to5p.m.
    • APAC: 9a.m.to5p.m.
  • These Services are available for a fixed duration of 90 days based on the terms of the contract.

Scope

  • The scope of Services is limited to the Pulse Secure products and services purchased and in use by the End User.
  • Services shall be delivered remotely from an authorized Pulse Secure location unless stated otherwise.
  • End User named contacts who can open cases with Expert to Expert Access and interface with Service Manager are limited to six (6).
  • One DSAM unit is meant for up to 8 appliances(HW or VA). Customers requiring deployment or handling of more than 8 appliances need to purchase additional DSAM units at 0.5 unit for up to 4 additional appliances.
  • All service deliverables in this offering are available in English only.

Ordering Information

For ordering information, please contact your local Pulse Secure Partner or Pulse Secure field sales manager.