This article applies to all customers who have purchased Smoothwall Filter and/or Firewall that includes the Smoothwall On-Premise Appliance.
Options to install the Smoothwall Appliance
To install your Smoothwall Appliance, you can do a self-installation. However, we recommend a Professional Services installation by our Delivery Team or one of our Installation and Delivery Partners.
Benefits of using Smoothwall Professional Services:
- Configuration designed by certified Smoothwall experts following best-practice standards.
- Seamless deployment and configuration performed by experienced Smoothwall Engineers.
- Full access to Smoothwall’s end-to-end implementation support and project governance.
- Post-installation Health Check to ensure optimal performance.
Risks of Self-Installation:
- Potential for a non-standard or suboptimal configuration, which can impact the performance and effectiveness of the Filter and Firewall functionality.
- Web Filtering policies may not be configured to best-practice standards, potentially leading to a safeguarding incident.
- Firewall rules may not be configured correctly, which increases the risk of a cyberattack.
- Delays in getting your Smoothwall Appliance up and running.
Self-installation
If you decide to proceed with a self-installation, you can use our Help Centre articles for guidance.
- You can raise product issues and unexpected behaviour to our Support Team via a ticket.
- Smoothwall Support won’t assist with queries or problems resulting from your installation (for example, the configuration of your Authentication policies) until we have completed a Health Check. Contact your Customer Success Manager to organise a Health Check and receive configuration support.
If you later decide you require installation assistance, contact your Customer Success Manager to organise a new project. This will involve project planning, configuration design, and scheduling implementation time with our Delivery Team.
Professional Services installation
- Decide on your installation timeline:
- Organise an installation date with our in-house Delivery Team.
- If you are dissatisfied with the delivery date offered by our in-house Delivery Team (typically within five weeks), we can expedite the process through one of our approved Partners. Contact your Customer Success Manager to arrange this. The Partner will complete the installation on Smoothwall’s behalf, at the same cost.
- The installation will be completed, and access to systems will be given to your nominated staff.
- Contact your Customer Success Manager to organise your Health Check.
- Once the installation phase is complete, Smoothwall will provide standard support:
- You can contact our Support Team to report issues or ask questions via a ticket.
- If needed, we can guide you through making changes to your configuration.
- You can also use our Help Centre articles for guidance.