Sophos Platinum - 1 Month - Service

Sophos Platinum - 1 Month - Service

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Sophos Platinum - 1 Month - Service - 24 x 7 - Maintenance - Electronic and Physical
0 Review(s) Item: AM7V1009PE | By: Sophos |  2 In Stock
$166.19 Retail $169.99
  • Keeps your system optimally maintained with a predictable total cost of ownership
  • Features Email Support service that helps you handle any mishaps
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Sophos Platinum - 1 Month - Service - 24 x 7 - Maintenance - Electronic and Physical
24 x 7 - Maintenance - Electronic and Physical

Product Specifications

Brand NameSophos
ManufacturerSophos Plc
Manufacturer Part NumberAM7V1009PE
Manufacturer Website Addresshttp://www.sophos.com
Marketing Information

Astaro offers a comprehensive range of customer support services for its security solutions to end customers either directly or through its worldwide network of certified partners and resellers.

Product SupportedAstaro Mail Gateway Virtual Appliance V7 100 Users
Product TypeService
Provided SupportPhone Support
Provided SupportEmail Support
Provided SupportWeb Support
Service Availability24 x 7
Service Availability Days7
Service Availability Hours24
Service Description24x7
Service DetailsPlatinum Maintenance:

Platinum Maintenance is Astaro's premium 24x7 support offering designed for organizations requiring continuous support coverage at the highest possible levels. For technical support customers can contact Astaro via a web form or telephone. During business hours they will receive immediate access to the first available member of the customer support staff. Outside of business hours they will receive an email or telephone reply according to the SLAs. Platinum Maintenance for Astaro Security Gateway appliances includes expedited hardware replacement.

Case Priority Level Definitions:

Astaro's case priority levels are used to assist in the prioritization of handling a support issue. Astaro's engineers will use the guide below to select the appropriate priority level for all submitted support issues. Please note that Astaro reserves the right to modify the priority levels below and upgrade or downgrade the priority level of a support issue at any time.

  • Critical Priority Level:
    • Application/Appliance Status: Down
    • Impact on Business Operations: Severe
    • Issue Description: Customer's ASG is down or experiencing a consistent measurable performance impact
  • High Priority Level:
    • Application/Appliance Status: Up
    • Impact on Business Operations: Significant
    • Issue Description: Customer's ASG is experiencing intermittent failure or degradation of performance
  • Medium Priority Level:
    • Application/Appliance Status: Up
    • Impact on Business Operations: Minor
    • Issue Description: Issues that do not affect normal ASG operation Workaround available
  • Low Priority Level:
    • Application/Appliance Status: Up
    • Impact on Business Operations: Little/None
    • Issue Description: Feature Information Documentation How-to requests
    Service Level Agreements (SLAs):

    Astaro's Support Engineers abide by the following service level agreements. Our SLAs provide a basis for timely responses. Please note that our SLAs apply only during the support office hours.

  • Critical Priority Level:
    • Acknowledgement*: < 1 hour
    • Initial Response**: < 2 Hours
    • Contact***: Support Engineer CC: Support Manager
  • High Priority Level:
    • Acknowledgement*: < 1 hour
    • Initial Response**: 4 Hours
    • Contact***: Support Engineer
  • Medium Priority Level:
    • Acknowledgement*: < 1 hour
    • Initial Response**: 1 Day
    • Contact***: Support Engineer
  • Low Priority Level:
    • Acknowledgement*: < 1 hour
    • Initial Response**: 1 Day
    • Contact***: Support Engineer
    * Customer is contacted by e-mail web or phone to confirm the receipt of a case.
    ** Customer is contacted by e-mail web or phone to gather additional information about the case and determine the necessary steps to reproduce the issue(s).
    *** Astaro reserves the right to involve a local support partner in order to assist with technical issues. Escalation Process:

    Astaro's Support Engineers follow a structured escalation process which ensures that the appropriate resources are assigned to respond to cases efficiently and effectively. The following escalation process is used as a guide when responding to cases so that each case is treated uniquely to ensure that we effectively address the issue(s) at hand.

  • Critical Priority Level:
    • The case is assigned a 2nd Level Support Engineer who identifies him/herself to the customer
    • The assigned Support Engineer is responsible for providing progress repo
    Service Duration1 Month
    Service NamePlatinum
    Service Response Time1 Day - (Business Day)
    Service Response Time1 Business Day
    Service Response Time2 Hour
    Service Response Time1 Hour
    Service Response Time4 Hour
    Service Sub TypeElectronic and Physical
    Service typeMaintenance

    Material Safety Data Sheet
    A Material Safety Data Sheet (MSDS) is a document that contains information on the potential hazards (health, fire, reactivity and environmental) and how to work safely with the chemical product.

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