Datasheet: AlienVault® Managed Appliance Service

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Proactive, Expert Maintenance Service of your AlienVault® USM™ Assets

AlienVault’s Managed Appliance Service (MAS) provides you with a proactive, expert service that accelerates and simplifies your ability to maintain the performance and security of your USM assets. This remote service puts time back in your day by offloading essential but time-consuming regular maintenance of your AlienVault deployment.

The MAS enables you to focus on responding to threats and improving your security posture while AlienVault handles the essential maintenance of up to 15 AlienVault USM appliances (All-in-One, Sensor, Logger, Server) for one low price:

Most support programs are designed to be reactive — once an appliance stops working, the support team jumps on the problem. Our Managed Appliance Service is different — it ensures your AlienVault USM devices are healthy, fully functional and problem-free, providing continuity to your threat detection and response capabilities.

The MAS enables your IT team to focus on responding to alarms generated by the USM platform and monitoring compliance, instead of spending time verifying system performance and installing updates day.

“The service continues to enable my team and I to focus on responding to threats and improve our security posture while AlienVault handles the essential maintenance of our appliances.”

– Network Security Engineer Telecommunications Industry

How The Managed Appliance Service Works

The AlienVault MAS  encrypts all communication between your systems and our server. We log all activity performed during the hourly automated checks and the monthly updates. We gather only the data that is relevant to health and usage of your USM deployment—the MAS does not have access to any other aspect of your environment.

The Managed Appliance Service Includes both hourly health checks and monthly updates:

Hourly Health Checks
Every hour, the AlienVault MAS diagnostic tool will conduct an automated, detailed assessment of the health of your USM appliances to identify minor problems before they become major issues, including:

Monthly Updates

Every month, an AlienVault Certified Engineer (CE) will update your appliance to the latest AlienVault firmware version to ensure that your threat detection, response, and regulatory compliance capabilities are fully up to date.

This monthly update includes:

Note: Managed Appliance Services are delivered remotely

What’s not included in the Managed Appliance Service:

How the Managed Appliance Service differs from AlienVault Support and Maintenance

The Managed Appliance Service is separate from an AlienVault Support and Maintenance contract. AlienVault Technical Support provides the following functions, as part of our standard Support and Maintenance agreement::

Detailed list of system checks delivered as part of the hourly health check (The AlienVault MAS performs the following steps, whether you have an All-in-One appliance or separate USM components):

 

USM Server

  • AlienVault automated diagnostic tool will encrypt all data sent to our server
  • Evaluate Server logs to analyze disk usage, CPU usage and database usage, and take corrective action before critical situations arise
  • Identify last event processed to verify regular data collection
  • Verify that DB backups are running as expected and being cleared out
  • Monitors DB size and raw log size, to prevent uncontrolled growth
  • Check for any defunct processes and disk space
  • Identify dropped packets
  • Verify hardware profile packages
  • Log any issues as support tickets for resolution
  • Take corrective action as necessary to resolve logged issues
  • Assign to support queue if issue cannot be resolved in two hours

Sensor

  • AlienVault automated diagnostic tool will encrypt all data sent to our server
  • Monitors DB size and raw log size, to prevent uncontrolled growth
  • Check for any defunct process and disk space
  • Log any issues as support tickets for resolution
  • Check for any defunct processes and disk space
  • Log any issues as support tickets for resolution
  • Take corrective action as necessary to resolve the logged issues
  • Assign to support queue if issue cannot be resolved in two hours. 

Logger

  • AlienVault automated diagnostic tool will encrypt all data sent to our server.
  • Check overall disk usage
  • Log any issues in Salesforce as support tickets for resolution
  • Take corrective action as necessary to resolve the logged issues
  • Assign to support queue if issue cannot be resolved in two hours
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