DOCUMENTATION & ASSISTANCE
DOCUMENTATION
The documentation for SN Multi-function Firewalls is available online at:
https://documentation.stormshield.eu
This website allows you to look up or download various technical documents (user guides,
technical notes, etc.).
SECURE AREA
The registration stage allows you to obtain the password to access your Secure area, in which
you will be able to:
l Activate licenses, software options or download the latest updates,
l Manage your licenses,
l Subscribe to technical and commercial mailing lists,
l Access the knowledge base.
Log on to the following address to access or obtain the access codes to your Secure area:
https://mystormshield.eu/
KNOWLEDGE BASE
The technical support department’s knowledge base centralizes various technical entries relating
to the use of Stormshield Network products. It aims to improve a better understanding of how
they work. Go to the Knowledge base in your Secure area.
ASSISTANCE
In the event of a hardware issue on your Firewall or if one of the elements does not match its
description, please contact your certified partner.
For Stormshield Network products, there are different product return procedures called RMAs
(return merchandise authorization). The various types of RMA are as follows:
1. RMA WITH STANDARD EXCHANGE:
If the appliance has a valid Standard maintenance package
2. RMA WITH EXPRESS EXCHANGE:
If the appliance has a valid Express exchange maintenance package
3. RMA WITH DOA EXCHANGE:
If the product was registered less than 30 days before the RMA was activated.
Documents relating to these procedures and their implementation are available in the Document
Base (Operational folder) in your Secure area.
In order to comply with the hypotheses of the common criteria evaluation, clients have to
subscribe to the Secure Exchange option and follow the procedure for this type of exchange. This
option ensures the confidentiality of the configuration elements imported into the Stormshield
Network product before it is sent for repairs.
SNS - PRODUCT PRESENTATION AND INSTALLATION 2019
DOCUMENTATION & ASSISTANCE
Page 54/66 sns-en-SNrange_installation_guide-2019 - 09/2019
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