PAN-SVC-4HR-5440-3YR-R or equivalent 4 hr Premium Support (Response required) Quantity: 1 PAN-SVC-STND-5440-3YR-R or equivalent premium support (Response required) Quantity: 2 PAN-PA-5440-BND-CORESEC-3YR-R or equivalent core security bundle (ATP/Adv WF/DNS/Adv URL Filtering) (Response required) Quantity: 2 PAN-SOFTWARE-NGFW-CR or equivalent Virtual firewall software credits (Response required) Quantity: 33. The vendor shall provide comprehensive maintenance and support services for the specified Palo Alto Networks PA-5440 NGFW(s) or equivalent. The scope of work includes, but is not limited to, the following: • Technical Support: o Provide telephone, email, and/or online access to Palo Alto Networks or equivalent certified technical support personnel. o Respond to and resolve technical issues related to the NGFW hardware and software. o Provide support during regular business hours and after-hours support for critical issues (specify hours and oncall availability). o Escalate issues to Palo Alto Networks or equivalent, if necessary, and manage the escalation process. • Hardware Maintenance: o Provide hardware replacement services for failed components. o Specify the process for obtaining replacement parts (e.g., advance replacement, on-site replacement). o Specify service level agreements (SLAs) for hardware replacement (e.g., next business day, 4-hour replacement). • Software Maintenance: o Provide access to Palo Alto Networks or equivalent firmware updates and upgrades for the NGFW. • Access to Support Resources: o Provide access to the Palo Alto Networks or equivalent support portal, knowledge base, and other online resources. o Provide access to any relevant training materials or documentation.
