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RSA NetWitness process for requesting Amazon Web Services, Microsoft Azure, and Google Cloud images

Issue

Existing RSA NetWitness customers or Sales Engineers performing Try & Buy (Proof of Concept) engagements need access to Amazon Web Services (NW Server), Microsoft Azure (NW Server), or Google Cloud (NW Server) image. All other images can be found on the respective services public areas.

Note: Only the Nw Server (Node 0) image needs to follow this knowledge base article.

Tasks

  1. A Salesforce case must be open for any Cloud image request.
  2. Determine if the request is for an existing customer or a Try and Buy (Proof of Concept).
  1. If the request is for a Try & Buy, only a Salesperson, not a customer, can make the request.
  2. If not a Try & Buy and it is an existing customer, determine if they have an active maintenance contract.
  3. If the customer does not have an active contract, inform them that a valid maintenance contract is required. They should contact their sales representative to address the maintenance issue.
Note: If the customer does not know who their Sales representative is, you can help them by sending an email to the appropriate distro list below.
  • AMER: RSA NetWitness Inside Team
  • EMEA: RSA-EMEA-Internal-Sales-Renewal
  • APJ: RSA APJ Inside Sales
  1. Ensure the following information is in the request from the customer.
  • Customer's Business Name
  • Customer's Name (First and Last)
  • Customer's Email Address
  • Customer's Telephone Number
  • Customer's Cloud Account Number (Account the image will be transferred into).
  • If a Try and Buy, the Sales Representative's contact information
Note: The account number is mandatory. Without this number, there is no way to provide the requested image to the customer.
  1. If the request is for a Google Cloud image, perform the following steps.
  1. Go to JIRA https://bedfordjira.na.rsa.net
  2. Click the Create button at the top to start a new JIRA case.
  3. Select Project: NW Cloud Distro (NWCD)
  4. Select Issue Type: Task
  5. In the Summary put the following: NW Image Request
  6. Set Priority as appropriate.
  7. In the Description area, provide all the information gathered from Step 3.
  8. Once the JIRA is created, add it to the Salesforce case for tracking purposes.
  1. If the request is for AWS or Azure images, perform the following steps.
  1. Go to JIRA https://bedfordjira.na.rsa.net
  2. Click the Create button at the top to start a new JIRA case.
  3. Select Project: RSA SecurID Access SaaSOPs (SAAS)
  4. Select Issue Type: Task
  5. In the Summary put the following: NW Image Request
  6. Set Priority as appropriate.
  7. In the Description area, provide all the information gathered from Step 3.
  8. Once the JIRA is created, add it to the Salesforce case for tracking purposes.
Note: The expected turnaround time for these requests is about 24 hours for normal workweeks. This can be extended due to weekends or holidays.

Resolution

  1. A Salesforce case must be open for any Cloud image request.
  2. Determine if the request is for an existing customer or a Try and Buy (Proof of Concept).
  • If the request is for a Try & Buy, only a Salesperson, not a customer, can make the request.
  • If not a Try & Buy and it is an existing customer, determine if they have an active maintenance contract.
  • If the customer does not have an active contract, inform them that a valid maintenance contract is required. They should contact their sales representative to address the maintenance issue.
Note: If the customer does not know who their Sales representative is, you can help them by sending an email to  netwitness.ops@netwitness.com
  1. Ensure the following information is in the request from the customer.
  • Customer's Business Name
  • Customer's Name (First and Last)
  • Customer's Email Address
  • Customer's Telephone Number
  • Customer's Cloud Account Number (Account the image will be transferred into)
  • Customer's Closest Region for the Cloud Service
  • If a Try and Buy, the Sales Representative's contact information
Note: The account number is mandatory. Without this number, there is no way to provide the requested image to the customer.
  1. To request an AWS, Azure, or Google Cloud image, perform the following steps.
  1. Go to JIRA https://nw-corp.atlassian.net
  2. Click the Create button at the top to start a new JIRA case.
  3. Select Project: NW Cloud Distro (NWCD)
  4. Select Issue Type: Task
  5. In the Summary put the following: NW Image Request
  6. Set Priority as appropriate.
  7. In the Description area, provide all the information gathered from Step 3.
  8. Once the JIRA is created, add it to the Salesforce case for tracking purposes.

Product Details

RSA Product Set: NetWitness Platform
RSA Product/Service Type: Logs & Packets
Platform: Amazon Web Services, Microsoft Azure, Google Cloud

Summary

This knowledge base article is to provide instructions for requesting Amazon Web Services, Microsoft Azure, and Google Cloud NW Server images for Production and Try & Buy scenarios.


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