Services

Cato Services provides a comprehensive set of operational, advisory, and support capabilities to help customers deploy, manage, and optimize their Cato Cloud environment.

• Managed Services deliver ongoing operations and monitoring

• Professional Services support design, deployment, and optimization

• Support Services provide technical assistance and escalation handling

Together, these services ensure reliable operations, successful deployments, and continuous improvement of the customer environment.

Managed Services

Managed Services provide operational and advisory support to help customers operate, monitor, and manage their Cato Cloud environment. These services complement the Cato platform by offloading operational tasks, providing proactive monitoring, and offering expert guidance where required. Managed Services are licensed independently and apply at the account or site level, depending on the service.

NOCaaS

NOCaaS (Network Operations Center as a Service) provides customers with continuous access to Cato’s 24/7/365 Network Operations Center (NOC). It delivers proactive monitoring and operational support by combining Intelligent Last-Mile Monitoring (ILMM) and Hands-Free Management into a single service.

Through NOCaaS, Cato’s NOC team monitors supported sites and last-mile connectivity, detects outages and performance degradation, engages with ISPs when required, and performs customer-requested configuration changes within the Cato Cloud environment. NOCaaS is intended for customers who require comprehensive operational coverage for both last-mile connectivity and ongoing network and security configuration management.

Licensing

NOCaaS is licensed per site. The licensed quantity represents the total number of sites covered by the service. Each licensed site is eligible for both ILMM and Hands-Free Management under the NOCaaS license.

Intelligent Last-Mile Monitoring (ILMM)

Intelligent Last-Mile Monitoring is a managed service that provides continuous monitoring and operational management of last-mile Internet connectivity for supported Cato Socket sites. ILMM detects link outages and performance degradation, proactively engages with Internet Service Providers, manages support tickets, and follows incidents through resolution, with customer notification upon completion.

ILMM is delivered by Cato’s Network Operations Center. For sites deployed in a high-availability configuration, ILMM monitors only the active Socket and automatically shifts monitoring upon failover. ILMM requires customer authorization for Cato to engage with ISPs on the customer’s behalf.

Licensing

ILMM is licensed per site. Each ILMM license applies to a single supported Socket site and may be allocated or reallocated between eligible sites within the same account. ILMM applies only to supported physical Socket models and selected virtual Socket deployments

Hands-Free Management

Hands-Free Management is a managed service that augments the customer’s IT team by offloading day-to-day operational management of the Cato account. Through Hands-Free, a team of Cato experts performs customer-requested move, add, change, and delete (M/A/C/D) operations related to networking, routing, and security policies within the Cato Cloud environment.

Hands-Free Management can be delivered directly by Cato or through an authorized partner and supports co-management models where responsibilities are shared between the customer, partner, and Cato. The service applies only to configurations within the Cato Cloud and does not cover third-party devices or systems.

Licensing

Hands-Free Management is licensed per site. The licensed quantity represents the total number of physical and virtual sites.

Managed Detection and Response (MDR)

Cato Managed Detection and Response (MDR) provides access to Cato’s global team of security analysts who monitor, investigate, and respond to security incidents identified by the Cato platform. MDR analysts review alerts generated by XOps’ security capabilities, investigate potential threats, and work with customers to support remediation activities.

Licensing

MDR is licensed based on Bandwidth Pool (sites) and ZTNA Users.

The licensed quantity must cover the total bandwidth and ZTNA Users across all region groups.

Usage and fair use follow the measurement of the underlying Base Products

Customer Success Engineer (CSE)

Customer Success Engineer (CSE) is a professional services offering that provides customers with access to a named Cato technical expert who acts as the primary point of contact and subject matter expert for the customer account. The CSE provides ongoing technical guidance, architectural advice, proactive analysis, and consultation to support optimization and evolution of the Cato deployment.

CSE services are advisory in nature and complement, but do not replace, managed services such as ILMM, Hands-Free, or NOCaaS.

Licensing

CSE is licensed per account on a recurring monthly basis. Two service levels are available:

• Designated CSE - a named CSE is assigned as the primary technical contact

• Dedicated CSE - a CSE is assigned exclusively to the customer account

Professional Services

Cato Professional Services provides expert assistance to help customers plan, deploy, and optimize their Cato SASE Cloud environment. Professional Services support customers during initial rollout, expansion, and complex changes in a production environment and are delivered by specialized Cato personnel.

Professional Services are licensed based on service hours or predefined service packages and are delivered remotely or on-site.

Managed Deployment

Managed Deployment is a predefined Professional Services package that combines Technical Project Manager (TPM) and Professional Services Engineer (PSE) services into a single offering. These packages are designed to support common deployment scenarios by providing a recommended mix of project management and technical implementation services.

Licensing

Managed Deployment is licensed as a predefined package with a fixed number of TPM and PSE hours.

Additional TPM or PSE services can be purchased separately if required.

Packages

Technical Project Manager (TPM)

Technical Project Manager (TPM) services provide project coordination and delivery oversight for Cato deployments. TPM services focus on planning, scheduling, coordination, and alignment between customer teams and Cato resources to ensure the successful execution of deployment activities.

TPM services are advisory and coordination-focused and do not include hands-on configuration.

Licensing

TPM services are licensed based on TPM service hours.

Professional Services Engineer (PSE)

Professional Services Engineer (PSE) services provide hands-on technical expertise for deploying and configuring the Cato platform. PSE services include architectural guidance, configuration assistance, deployment execution, and support for complex changes or optimizations.

PSE services are technical and implementation-focused and are delivered by Cato engineers with deep platform expertise.

Licensing

PSE services are licensed based on PSE service hours.

Support Services

Support Services provide ongoing technical support for the customer’s Cato Cloud environment. Support applies at the account level and covers all licensed services and components within the deployment.

Support Services are provided as an ongoing service and are licensed relative to the overall size of the customer subscription.

Gold Support

Enhanced support beyond the standard support included with every subscription.

includes:

• Ability to submit support requests by phone

• Assignment of an Advanced Support Engineer

• 1-hour response time and update frequency for Priority 1 (P1) requests

Platinum Support

Highest level of support, designed for customers requiring dedicated oversight and accelerated response for critical incidents.

includes:

• Assign a Senior Support Engineer to support tickets

• 30-minute response time and update frequency for Priority 1 (P1) requests

• Support Delivery Manager provides onboarding assistance, ticket oversight, and escalation management

Support Tier Summary