Introduction

If you are deploying Field Effect MDR directly for your organization, please refer to Deployment Overview: MDR Complete for Direct Clients.

Field Effect MDR deployments involve network monitoring, cloud monitoring, endpoint devices, and feature configuration. This article aims to provide a high-level view of the process for MDR Complete deployments by partners for their clients. This article includes the following topics:

• Ordering Services for New Clients
  • License Management Portal
  • Custom Orders
• Deploying Your First Client
  • Receiving the Getting Started Email
  • Setting up the MDR Portal
    • Onboarding Wizard
  • Installing Endpoint Agents
  • Receiving the Appliance
    • Virtual Appliance - Field Effect Hosted
    • Physical Appliances
    • Virtual Appliance - Self Hosted
  • Installing the Appliance(s)
    • Virtual - Field Effect Hosted
    • Physical Appliance
    • Virtual - Self-Hosted
  • Completing the Deployment

Our playbooks offer more detail into each step and provide links to topic-specific Help Center articles. Should you have a question, issue, or concern about a deployment, please contact support@fieldeffect.com to open a ticket with our team. 

Ordering Services for New Clients

After signing your Master Services Agreement (MSA) with Field Effect, we will assign you a to Business Executive Manager and a Partner Success Manager. These two managers will schedule a Sales Kickoff with you to start two engagement tracks with Field Effect:

• Business engagements with your Business Executive Manager
• Service delivery with your Partner Success Manager

Business engagements focus on helping you sell Field Effect's services to your client base, while service delivery support will ensure that your clients are getting the most from Field Effect’s products and services. 

The Sales Kickoff will explain the two ways to order services for your clients, through either the License Management portal or your Business Executive Manager.

License Management Portal

This is only available to partners with a volume license agreement.

The License Management Portal allows you to take a self-service approach to ordering and onboarding clients. It allows you to onboard clients using the licenses and available seating within your volume license agreements. See our Help Center articles on this topic to learn more. 

Custom Orders

The second method allows you to make orders not possible via the License Management Portal, as well as administer

individual client agreements. This process involves completing Order Forms with your Business Executive Manager.

Deploying Your First Client

This section walks through the high-level steps to deploying Field Effect MDR.

Receiving the Getting Started Email

Once you complete an order of Field Effect's services (via the LMP or order form) for a client organization, the contacts indicated in your order should receive a “Getting Started with MDR" email from our Support team (support@fieldeffect.com). 

This email includes:

• A link to the Field Effect MDR Portal for configuring the new client.
• A link to the Field Effect MDR Deployment Guide.
• A link to a summary ticket about all your deployments.
• An expected shipping date for the client's physical appliance(s).

The following image is an example of the Getting Started email you will receive as a partner. 

If your client is an MDR Core customer, some features are not included with your service tier and these can be ignored. See our Service Tiers to learn more.

The Field Effect MDR Portal

The Field Effect MDR Portal is the main interface where you will interact with our services for your clients. From here, you will receive and act on your client's AROs, view dashboard reporting, as well as set up and configure the features included with the clients service tier.

If your appliance is in transit following the Getting Started email, we suggest setting up the Portal before the appliance arrives for a more efficient deployment.

Onboarding Wizard

If you would prefer to set up the MDR Portal at a self-guided pace, you can take advantage of our Deployment Playbook. Each playbook (available for Partners and Clients) goes into more depth than this article and provides links to articles specific to a given concept, topic, or workflow.

When logging into the new client's instance of the MDR Portal for the first time, you will be greeted with our Onboarding Wizard that walks you through the first-time setup process. If you can't finish it at once, a banner will be shown in across the MDR Portal to take you back (unless dismissed). All of the concepts and configurations introduced in the Onboarding Wizard are accessible in the MDR Portal. 

If you do not want to use the onboarding wizard, Field Effect has extensive video and text documentation on all aspects of setting up a new client with MDR services in our Help Center. If you have any further questions or challenges, our Support team will be happy to assist you.

Installing Endpoint Agents

For a more efficient deployment, you can choose to install the endpoint agent while the appliance is in transit.

Once you have access to the MDR Portal, you can download our endpoint agent installer(s), which support Windows, macOS, and more. We recommend you install our endpoint agent on every endpoint device in your organization that our agent supports.

Receiving the Appliance

How you receive your appliance will depend on the type of appliance selected for your client's deployment. There are three cases:

1. Field Effect hosted virtual appliances
2. Physical appliances
3. Self-hosted virtual appliances

Virtual Appliance - Field Effect Hosted

If your deployment is using a virtual appliance, the welcome email (shown above) will inform you that we are provisioning your virtual appliance. Once provisioned, it will be shown on the MDR Portal's status page. Note that this usually happens within 30 minutes of receiving the welcome email but in some cases can take up to 24 hours.

Physical Appliances

The initial welcome email will provide an estimated arrival date. Once the appliance ships with a courier, we will send you a shipment email informing you that it is on its way and include the courier-generated tracking details. 

When you receive the appliance(s) and are ready to install them in the client's network, you can either see our appliance Quick Guide and Configuration Guides or refer back to this email for installation instructions.

Virtual Appliance - Self Hosted

Field Effect's Support team (via support@fieldeffect.com) will contact you to exchange the necessary files.

Installing the Appliance(s)

Virtual - Field Effect Hosted

If Field Effect is hosting the client's virtual primary appliance, we will provision it for the end client internally. To view the status of the appliance, visit the MDR Portal's Status page. It is likely that by the time you start to set up the MDR Portal, we will have their virtual appliance provisioned, and its status should be reflected on the Status page.

Physical Appliance

Once the appliance arrives, you should have the client's MDR Portal set up and endpoint agents installed. If this is the case, you are ready for the of the deployment: installing the appliance within the client organization's infrastructure (applicable to physical and self-hosted appliance deployments). The appliance includes a QR code taking you to detailed instructions for installing the appliance. We recommend that your team members in charge of appliance installations to read and review our instructions prior to going into the customer’s environment. See our Appliance Quick Guide and Configuration Guides for more details.  

Virtual - Self-Hosted

These appliances require installation with the assistance of Field Effect Support. They will contact you to arrange for installation.

Completing the Deployment

If we notice areas of your deployment remain incomplete after three weeks, we will respond to the Getting Started email offering assistance to ensure your deployment completes smoothly.

Welcome to Field Effect MDR

You are now ready to starting using Field Effect MDR.