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As defined in our GCT, the warranty commences on the day that a system is delivered.

genua only has limited influence on the specific day, as a system is generally sent to the partner or end customer directly by our hardware supplier.

The support also usually starts upon delivery. However, a later support start date is possible at the partner’s request, e.g. because of a different installation date. Please note the desired delivery and support commencement dates in your orders.

genua offers a global replacement service for currently distributed systems. This service is already included in the purchase price for systems in Germany. In this case, the customer receives an identical system on the next business day.

For international locations, the replacement service is available for an additional charge. In addition, longer replacement times apply depending on the location.

In general, after replacement, the replaced system is retained by the customer and the warranty period of the old system remains in place. The defective system must then be sent to our hardware supplier, where it remains.

Please note that your customer only receives a replacement system with the equipment that is noted under the defective system in the database of our hardware supplier. As a result, it is important that any subsequent extensions (e.g. with network interfaces) are documented by the hardware supplier and that you specify the system for which the extension is purchased in your order.

Various options, which are based on the maximum downtimes acceptable to your customers, are available to further reduce the downtimes during a replacement phase.

Rough indication:

• Timescale of (several) hours: Use of a partner system

• Timescale of (up to) 30 minutes: Use of a standby system

• Timescale of seconds: Use of a cluster

Software licenses are perpetual; on purchase, they become the property of the purchaser and they are transferred to the new system (replacement hardware) in the case of hardware replacement. Software maintenance relates to an appliance. This means, for example, that the Update Service, Hotline Service, AntiVir licenses, and genublock have to be purchased for each appliance.

The Security System Management includes the following services:

• Installation of patches and new program versions via a remote data connection. This generally requires collaboration with the customer on site.

• Installation and configuration of software options of the genua product.

• Recording of alert messages, analysis of the same and, if necessary, introduction of remedial measures in consultation with the customer.

• Monitoring of the system resources and, if necessary, introduction of remedial measures in consultation with the customer.

• Daily integration check of all configuration files via comparison with the centrally stored data.

• Daily analysis of the reports generated by the firewall and response to the relevant report if necessary.

• Configuration adjustment (e.g. name server, mail, squid, etc.) as required.

• Set up of DMZs (demilitarized zones).

• Support with questions on the interaction of other software with the products, e.g. questions on the configuration of web-based software, such as browsers or email programs.

• Advice on the extension or modification of the existing installation.

• Security System Management is only possible if genua has free access to the systems via remote data transfer (e.g. via encrypted internet connection or call-back connection). Check the support GTCs!

The genua Security System Management (SSM) is available from Monday to Friday (excluding Bavarian public holidays) between 9:00 a.m. and 5:00 p.m. The SSM can be extended to 24x7 availability.

In this support level, genua automatically manages your systems. But, if you would still like to contact Support, the following options are available:

• Inquiries are added to our trouble ticket system via the email address support@genua.de after which they are dealt with as soon as possible. Guaranteed response times of one business day exist, which customers can reduce down to two hours with additional Support products (prices available upon request).

• The Support hotline is available for partners (free of charge) and end customers (with the purchased Hotline Support) via the following phone number: +49 89 991950-900.

Support requests may only be made in German or English by genua-certified personnel.

Security System Management (SSM) replaces Hotline Support and is offered as an extension to the update service. As part of the Security System Management, genua takes over the Hotline services as well as the management of your genua products.

In this case, secure maintenance access is set up to the customer system, which the genua system administrators can use to keep an eye on the system status and analyze and eliminate any problems that occur.

This support includes responding to email or telephone inquiries in case of system, configuration, as well as network problems associated with our products. In this case, a support ticket is created for you, which is assigned to your support case and is used for all further processing. By contrast, any inquiries on general routing problems in a network or a customer request for support staff to connect to the system and perform the administration activities themselves are not covered.

The standard response time amounts to one business day. The response time can be reduced to 4 hours.

The genua Hotline Support is available from Monday to Friday (excluding Bavarian public holidays) between 9:00 a.m. and 5:00 p.m.

The Hotline Support can be extended to 24x7 availability.

Partners may only use the 24x7 support if a partner contacts us on behalf of their 24x7 support customers or the partner has purchased 24x7 support for their own system.

The following two options are available:

• Inquiries are added to our trouble ticket system via the email address support@genua.de after which they are dealt with as soon as possible.

• The Support hotline is available for partners (free of charge) and end customers (with the purchased Hotline Support) via the following phone number: +49 89 991950-900.

Support requests may only be made in German or English by genua-certified personnel.

Our release process gives you a constant overview of how long the software version that you are using is still supported.

New product announcements are published on a regular basis; the following provides an overview of the release process:

• genua generally announces new product releases every six months. New genugate, genuscreen, genucrypt, genubox, and genucard are always announced in April and October.
• The associated release by the genucenter Central Management Station takes place one month later.
• A release with long-term support takes place every two years – certified for genugate and genuscreen – which is supplied with security updates and critical bugfixes for three years (version x.0). For the shorter releases, support lasts for one year.

Shorter development intervals per release changes the scope of the features: if necessary, the basic functionality is implemented first, followed by the extension of the functionality based on customer feedback.

Roughly six to eight weeks before every release you will receive an announcement that describes the new release and outline the future roadmap.

genua always supplies patches for the current and previous release, while older releases may also be included in exceptional cases. Patches are always also supplied for the most recently certified release.

Update packages with a new release are generally sent to the partners, who forward them on to their end customers.

Product releases take place twice a year.

Customers can download patches and hotfixes from the web server at any time via a HTTPS connection. The corresponding URLs can be found in the patch announces, which genua uses to constantly update known end customer and partner contacts by email.

The Update Service includes the provision of new software versions and feature upgrades. In addition to functional extensions, the products are also continuously developed with a view towards ease of use, so the Update Service also provides current GUI versions. We recommend at least subscribing to this type of support as this provides permanent protection against new methods of attack.

The annual support price for each category (update, hotline, security system management) is calculated based on the purchase price of the item multiplied by the tabulated percentage, where applicable, plus a tabulated base price.

Example for genucenter S (as at: 08/17/2017):
Purchase price EUR 7,200.00, support class A: The table defines the annual price for the security management system: EUR 7,200.00 * 20% + Base price EUR 600.00 = EUR 2,040.00

Legally speaking, the support contract is concluded between the partner and genua. This is true, even if certain support variants (such as hotline support) give the customer the right to make use of support services directly from genua. The partner, in turn, concludes an identical support contract with their customer. 

For product options and cluster solutions no, for VPN connections yes.

A uniform support level must be offered for all components in clusters (for instance, update service plus hotline support). The same applies for all product options: in this case the same support level as is provided for the product itself must be purchased. The following rule applies for the central management of several systems with genucenter: different support levels may fundamentally exist for different systems.

If the availability of a system is essential for the function of another system, the first system must not have a lower support level than the second system. If the availability of a system is a prerequisite for certain activities on another system, but it can also run without the first system, a lower support level can be selected for the first system. But these specified genua support services can then only be provided for the second system under the support conditions.

This is technically possible but we strongly advise against it.

Security solutions, such as those provided by genua need to be constantly maintained to protect them against new attacks. As a result, we recommend at least including the lowest support level, the update service, with every sale. If a customer believes that they can do without update support for reasons of cost, it should be made clear that this only shifts the costs into the future: To obtain an update service for a system at a later date, the system first needs to be brought up to the current release status. To do so, the update service needs to be retroactively purchased for the period since the product was purchased.

Our support model does not include the support products in lower support levels. This means that all products in the following support combinations need to be jointly ordered in each case where applicable:

• Support level 1: Update service
• Support level 2: Update service plus hotline
• Support level 3: Update service plus security system management

Hotline support is not necessary in level 3. But your customer can naturally still call genua system managers.

Three support levels exist for almost all products: The first support level is purely an update service for a product. This gives the customer the right to obtain regular software updates from genua.

genua support contracts have a term of 12 months. We will inform you in good time prior to their expiration. Support contracts may also be drafted as permanent contracts. In this case, there is no fixed term and you receive an invoice once a year, which significantly reduces administration effort. The permanent contract is also automatically transferred to a new system if replacement hardware is purchased. Permanent contracts have a notice period of three months at the end of the contract year.

Replacing the hardware of an old model series (100, 200, 300, 400, 500, 600, 700, 800, or rev. 1) also terminates the old support contracts. Support must be reordered for the new selected hardware revision 2.0 model. Support services that have already been paid for the old model series are credited to the new support contract.

Software licenses are perpetual; on purchase, they become the property of the purchaser and they are transferred to the new system (replacement hardware) in the case of hardware replacement. Software maintenance relates to an appliance. This means, for example, that the Update Service, Hotline Service, AntiVir licenses, and genublock have to be purchased for each appliance.

The following provides a decision-making tool that you can use to determine whether a customer requires a communication server.

Case 1: A customer operates their genuscreen as a stand-alone solution without genucenter. No communication server is required.

Case 2: A customer uses genuscreen exclusively to externally separate local Classified-FOUO networks without a gateway (e.g. internet), but does not operate a VPN. No communication server is required if management operates over a secure network.

Case 2.1: A customer has the setup (see case 2) and is required to use the genuscreen in certified operation. A secure management network or a communication server is required.

Case 2.2: A genuscreen is part of a P-A-P firewall structure (packet filter-ALG-packet filter) to separate from Classified-FOUO networks. This represents a certified, not an approved, operation. A secure management network or a communication server is required.

Case 3: The customer operates a Classified-FOUO VPN with or without internet access with a genuscreen and manages this via genucenter. A communication server is required.

Case 4: A customer is still using genuscreen version 4.x. No communication server is required. However, the approval expired on 01/31/2017. The customer should be encouraged to update the version and, if necessary, a communication server should be offered (see cases 1 to 3).

Case 5: A customer wants to use an existing genuscreen as a communication server. This is technically possible. However, in approved operation, a genuscreen must never be both a VPN end point as well as a communication server.

• More security: The managed appliances do not contain any open SSH ports.
• More security: A communication server protects the management station and the management network, as encrypted connections no longer have to be redirected to the management networks.
• Load distribution: When several communication servers are in use, the management connections are distributed across these servers, which also distributes the corresponding load.
• High availability/georedundancy: The use of several communication servers ensures the high availability of the management connections, as in the event that a communication server fails, the management connections can be established using another communication server.

If a customer needs to use a communication server but decides against it, the affected appliances are outside the Classified-FOUO-compliant or certified operation.

A communication server may be a mandatory requirement for the BSI (Federal Office for Information Security) if a Classified-FOUO approval or certification is necessary. The following decision-making tool provides an overview.

Customers can find out more about the BSI’s requirements in this PDF under point 1.3.1 “genuscreen and genucenter”. In addition, a communication server is included as a prerequisite in the terms of use and operation for genuscreen version 6.0  in the ‘genucenter operating requirements’ chapter.

Please note the Classified-FOUO requirements when setting up a Classified-FOUO solution with a vs-top:

• a VPN remote peer to your selected system (genuscreen)
• smart cards
• central management (genucenter)
• communication server
• for larger VPN networks, a key server
• potentially with a Smartcard configuration station (configuration server)

Please note that the following additional components are required for use under Classified-FOUO conditions:

• a VPN remote peer to your selected system (genuscreen)
• smart cards
• a central management (genucenter)
• a communication server

This is described in the genucenter 5.4 manual (chapter 2.4.12 Management connection):

The connection between genucenter and its appliances can essentially be set up in two different ways:

• genucenter establishes a management connection with the appliance.
• An appliance establishes a management connection with genucenter.

This first case is particularly suitable for appliances with static IP addresses, as genucenter can only reliably establish a connection with these kinds of appliances.
The second case is ideal for appliances with dynamic IP addresses that cannot be constantly reached by genucenter. Example include the mobile genucard appliance. The first case merely requires a static IP address for configurations, under which the appliance can permanently be managed by genucenter (admin IP).

The second case requires a management channel for configuration. A management channel is a management connection that is established by an appliance towards genucenter. A distinction is generally made between two different types of management channels:

• Direct channel: The appliance establishes the management connection directly with genucenter.
• Communication server channel: The appliance establishes a management connection with a communication server that is connected to genucenter. This version needs to be selected if genucenter cannot be reached by the managed appliance over the internet.

Conclusion: A communication server can be offered independent of an approval or certification.

Please note that, in a high-availability setup, one network interface for the HA connection is removed when configuring the network cards.

Setting up a “HA” system (high availability, double) means that in the event of a defect in the master system, continuous operation is ensured by the HA component. Almost all genua products can be set up as a high-availability cluster. The exceptions are the mobile clients vs-/cyber-top and genucard.

The aim is always to ensure that the functionality of the cluster is retained in the event of a failure. Different options for implementing high availability as an active/passive or active/active cluster are available depending on the product.

A genucenter is essential for operating the cyber-diodes. Customers that already have a genucenter should select the extension package. Customers without genucenter receive the cyber-diode and a virtual genucenter when selecting the starter package.

First of all, please note the performance values in the data sheets of the relevant appliance:

• genucenter S: entry-level version, management for up to roughly 75 appliances.
• genucenter M: management for between around 75/100 appliances and 500 appliances. What particularly sets version M apart from the S version are its redundant network parts and the large memory.
• genucenter L: from 500 appliances and above, e.g. in major projects.

These values apply for the genuscreen, genucard, genucrypt, and genubox appliances. In case of specific configuration requirements, large projects, or the additional integration of logging, please contact our Sales Team for more detailed information. The formerly used points system for licensing genucenter is no longer used.

Three versions are essentially possible:

• Insert an SFP+ cable (SFP+ Direct Attached Copper Twinax Cable) directly into the SFP+ card. This is often implemented if only short routes need to be covered: e.g. direct cabling to a switch with SFP+ port.

• Insert one or two multimode fiber-optic transceivers (item no.: 16084) into the SFP+ card. These modules fit into the SFP+ port of the 10 Gbit card. The fiber-optic cables (multimode SR) can then be inserted with an LC connector

• Insert one or two multimode fiber-optic transceivers (item no.: 16085) into the SFP+ card. Once again, in these modules, the correct cable (monomode LR) can then be inserted with an LC connector.

Here you will find an overview of the network card assignment

Further information

• Network assignment (PDF)

Different network cards with different
connections are available depending on the size of the machine. RJ45 network cards with two or four ports are used depending on the size of the system. The SFP and SFP+ network cards are only offered with two connections.

Important information

Any necessary transceivers must be ordered in a separate item.

Almost all of our product hardware can be equipped with additional network cords. Copper, fiber-optic, and mezzanine cards are available for selection. So-called SFP+ cards are also available.

The additional “AWC” module can be used to control and block WWW access by users. For example, a database filled with URLs makes it possible to block certain URL categories for selected user groups. (Up to software version 9.4. this service is called genublock)

The genugate AntiVir is a product from the German manufacturer Avira. This OEM product may only be used on a genugate or external genugate scan server. To operate the virus scanner software, you need the genuscan software module, which is included free of charge.

Installing a virus scanner on the genugate firewall or a genugate scan server gives you the option of centrally checking incoming and outgoing data for viruses. This check can be applied to email (SMTP and POP3), netnews (NNTP), file transfer (FTP), and web pages (HTTP). In contrast to some competitor products, outgoing data are also checked for viruses.

genua currently offers one virus scanner option: the “AntiVir genugate” product is a product from the German manufacturer Avira. This OEM product may only be used on a genugate or external genugate scan server. It can only be used in connection with the genuscan (use on a genugate) or genugate scan server (use on an external genua application server with scan server license) and differs in the nature of the licensing (see corresponding FAQ).

The Antivir licenses used for genugate products are special licenses based on OEM agreements between genua and the manufacturers, which can only be used on a genugate or genugate scan server. This also means that licenses that were not acquired from genua generally cannot be used on genua products for licensing and technical reasons.

genugate supports central virus scanning, active content weeding, as well as URL blocking. It offers more functions than competitor products and its work is much more thorough: for instance, it provides comprehensive protection for a range of protocols as well as for outgoing emails. Active content is extensively filtered and can be adjusted at a granular level. genua offers an extremely cost-effective OEM product for URL filtering.

genua offers a range of standard anti-spam options for no added charge. The use of real-time blacklists as well as a review of the domain data are possible. The graylisting process typically ensures that 99 percent of spam mails are rejected. In addition, a heuristic spam index examines the header and content of emails for suspicious circumstances and, if spam is suspected, it adds an additional header line to the email so that these kinds of emails can be sorted into a separate folder. And the misuse of genugate as a mail relay for the proliferation of spam is also excluded.

When using multiple SmartCards, the option of configuring these yourself can be helpful and cost-effective. We can offer you a SmartCard configuration station for this purpose upon request.

The devices in the XS and S hardware series are not delivered with a 19-inch case. To still be able to install the devices in a 19-inch server cabinet there is the option of ordering additional rack mount kits for installation in a 19-inch cabinet.

No, unfortunately this is not possible.

Replacement hardware needs to be procured for the corresponding device. The associated prices can be found in the online price list. Two cases currently exist:

• Replacement of hardware from the old model series (100 to 800 series): Select the corresponding replacement hardware as defined in the license matching table. The existing license is migrated to the replacement hardware where it can continue to be used. “New” support based on the new hardware size must be ordered for the new hardware.
• Replacement of hardware from the new model series: You order replacement hardware. The corresponding model size is selected based on the information in the data sheet. The license as well as the support contracts are migrated (except for license upgrade). The serial number of the device to be replaced must be indicated for the hardware replacement. You receive a license transfer document from genua.

Standby systems are systems that are intended as a replacement system  for a productive system. Standby systems are procured by purchasing a “replacement hardware” plus a “standby license”. These products can be found in the price lists. The hardware version should correspond to that of the productive system to prevent performance drops in the event of a defect.

The standby license allows your customers to hold the firewall software and configuration of the productive system in stock on the standby system with the productive system license, but only actively use it when the productive system has failed. Standby systems may also be connected temporarily to download patches and virus patterns. If the productive system fails, your customer has access to an identical replacement system that is available for immediate use by changing over the network cables. Please indicate the serial number of the associated productive system when ordering a standby system.

We have prepared a matching table for you to select a suitable hardware model. In general, your customer can choose between two different types of systems if they already own a corresponding complete predecessor system and would like to replace the hardware.

These systems are primarily intended to upgrade the hardware of an older system to the latest hardware. This enables the continued use of the existing software license.

Our training courses usually end at around 5:00 p.m., but there are exceptions, such as for our genuscreen & genucrypt Specialist Training. In this case, the training ends at 2:00 p.m. And on Fridays, training courses end at 1:00 p.m. to make the trip home more pleasant for you. No specific departure formalities exist.

Upon registration you will receive directions and a hotel list with discount codes.
We would be pleased to assist you in your search for hotels, but a booking by genua is unfortunately not possible.

Please consider the traffic situation at peak times as well as possible delays in the public transport in and around Munich to ensure punctual arrival.

If you are travelling by car: parking spaces are available and marked with a “genua” sign.

If you fall ill just before a training course and are unable to participate as a result, we waive the full costs of the relevant training. Please bear in mind that we will need to verify your non-attendance due to illness via a medical certificate. If this is not possible, we reserve the right to take the measures defined in the “Cancellation” section.

genua reserves the right to cancel training courses up to seven day before the start of training due to insufficient participant numbers without this leading to any obligations for genua.

As a registered participant, you can withdraw from a training course up to 14 days before the start of the training free of charge. After this period, we charge a processing fee in the amount of half of the training costs.

Training invoices or cancellation costs are payable immediately after the training. The relevant invoice is sent to the address indicated during the ordering process. We would also be pleased to issue advance payment invoices upon request. Please read the “Special treatment in case of illness” entry.

We would be pleased to reserve a provisional place for one of our courses for you. Once we receive your official booking, we will lock you in for the agreed date. For your planning activities, please be aware that we will assign reserved places for which a final booking has not been received to other individuals shortly before the training date.

We organize the catering; this is included in the price of your course.
We provide soft drinks, coffee, and tea, as well as small snacks.

For lunch, you can choose from Italian, Greek, and naturally also Bavarian cuisine. The final choice depends entirely on the preferences of our training participants!

You are able to access our WLAN free of charge during the training.

The training infrastructure (e.g. rooms and power) as well as the training documents, snacks, lunch, and drinks are provided by genua. Training participants are naturally free to independently bring along anything else that they need.

Our training generally starts at 9:00 a.m. Our remote maintenance Specialist Training, genucenter Training, and vs-top & cyber-top Training start at 1:00 p.m.

The training starts with a short round of introductions. This gives you a chance to express your desired topics that you consider particularly important for the training.

We provide 3 short coffee breaks during the day as well as a longer lunch break (approx. 1 hour).

Our training courses usually end at around 5:00 p.m., but there are exceptions, such as for our genuscreen & genucrypt Specialist Training as well as on Fridays. In this case, the training ends at 1:00 p.m.

You can find out Training Center here:

Überrheinerstraße 5
85551 Kirchheim bei München

Upon request, we can offer you training tailored to your specific needs. We would be pleased to coordinate the training topics together with you. Please note that we require a minimum number of 3 participants.

Please bring your own laptop with Windows 7-10 (2x USB, 1x Ethernet) with you to connect the genucard.
Apple Macintosh computers (“Macs”) are not suitable for technical reasons.

Über unsere Kooperation mit dem Cyber Training Center der ESG Elektroniksystem- und Logistik-GmbH bieten wir das Hacking Bootcamp auch an anderen Standorten an.

Eine Buchung können Sie hier tätigen: https://www.cybertraining.esg.de/seminar/hacking-hands-on-schutz-von-netzwerken/

Upon request, we can offer you training tailored to your specific needs. We would be pleased to coordinate the training topics together with you. Please note that we require a minimum number of 3 participants.

Regular participation in our sales partner training and release training courses put our partners in a position to competently sell genua products. To permanently ensure the high level of all trained employees, genua requires its partners to regularly participate in release training courses, which convey know-how on new products and features.
These are held around the time of the new product release. After completing the release training or self-study, a test (online test) must be passed to receive the certification status. No release training is offered for less complex products: in this case, self-study with release notes, manuals, and the like is adequate.

Successful participation in a test (online test) is necessary to obtain the “Certified Specialist” status for a genua product.

Partners with specialization must complete at least one technical training course for the genugate (firewall), genuscreen (firewall), genubox (security platform), or genucrypt (VPN) product lines for this specialization. As a specialist partner, you are able to provide consulting, project implementation, and product support services independently using your own employees. Specialization in one or more product lines leads to higher discounts for these product lines.

Partners that do not specialize in a product line are able to sell all genua products after participating in a sales training course. However, in this case, the consulting, implementation, and customer support provided by genua is subject to a charge.

We offer training for the genugate, genuscreen, genucrypt, genubox, genucenter, vs-top, and cyber-top products.

In general, we require good knowledge of UNIX and TCP/IP, as well as in the administration of complex network landscapes for our courses.

As some training courses build on each other, please note the specific course requirements in the training catalog.

The online test, not the participation in a training course, is of relevance for the receipt of a certificate. If the minimum score is not achieved, the test can be repeated twice. If the test is still not passed, all initial training courses involved in acquiring the specialization need to be repeated. For instance, in the event of a two-stage acquisition of specialization, the initial training courses for both stages need to be completed and the associated tests passed. If the test is not passed once again, genua reserves the right to exclude a participant from further training courses and testing.

Participants in a training course receive a written confirmation of participation at the end of this training. We may refuse to provide this confirmation of participation if the participant was present for less than 50% of the training time. We may refuse to provide certificates to be acquired as part of partner training courses if the participant was present for less than 90% of the training time.

We offer different training courses depending on the product, some of which builds on previous training events. These are detailed in our training catalog.

The Specialist Training courses end with an online test for the relevant product specialists.

Our products offer a range of features and applications. These are introduced in the training courses and applied in practical exercises. They allow our customers and partners to use and operate their systems more effectively. Mistakes during the configuration of firewalls can have significant effects on a company’s IT security. Training reduces the number of support requests as well as on-site services.