Documentation & assistance

Documentation

The documentation for SNS multi-function firewalls is available online at https://documentation.stormshield.eu.

This website allows you to look up or download various technical documents such as user guides, technical notes, etc. The Installation and first-time configuration guide explains how to configure your firewall. This guide can be found at: https://documentation.stormshield.eu/SNS/first-config.

MyStormshield personal area

Log in to the following address to access your MyStormshield personal area, or to create one: https://www.mystormshield.eu. Your personal area allows you to:

  • Register your product,

  • Activate and manage your user licenses and software options,

  • Download the latest updates,

  • Subscribe to technical and marketing mailing lists.

Knowledge Base

The technical support department’s Knowledge Base centralizes various technical entries relating to the use of Stormshield Network products. Its aim is to give a better understanding of how they work. You can access the Knowledge Base from your personal area or the following address: https://kb.stormshield.eu.

Help desk

When you encounter hardware issues on your firewall, or if any of the components does not match its description, 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.

The procedures and documents relating to these exchanges can be found on the MyStormshield online help website at https://mystormshield.eu/documentation.

In compliance with Common Criteria assumptions, clients must 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.