Managed Support & Helpdesk (1st & 2nd Line) - Router / Firewall (per device, per month) - Initial Term

Prerequisites

·         Supported manufacturer router or firewall, such as DrayTek, Cisco or approved vendor.

·         Router/firewall must be in vendor support and less than 5 years old.

·         Hardware should be covered by a valid manufacturer warranty or support agreement.

·         Administrative access to device and ISP/service details.

·         Internet service and network topology information available.

Setup

·         Initial router/firewall configuration.

·         WAN, LAN and VLAN configuration.

·         Firewall rules and security baseline configuration.

·         VPN configuration where included.

·         DHCP, DNS forwarding and routing configuration where required.

·         Firmware update to stable version.

·         Monitoring and alerting configuration.

·         Documentation of network configuration and management access.

Maintenance

·         Firmware and security update checks.

·         Connectivity, VPN and firewall health monitoring.

·         Review of firewall rules and exposure.

·         Performance monitoring including throughput and latency where available.

·         Configuration backup and lifecycle tracking.

·         Coordination with internet and wider network services.

Support

·         Troubleshooting internet, routing, firewall and VPN issues.

·         Configuration changes within agreed scope.

·         Security rule review and adjustment.

·         ISP coordination where required.

·         Vendor escalation and warranty coordination.

·         Incident response for connectivity or security events.