Sophos Gold - 5 Year - Service
- Provides reliable support to resolve all your technical issues
- Web Support service included to resolve your problems
|Buy Once $75.82|
|Subscribe & Save$74.30|
Maintenance - Electronic and Physical Service
|Manufacturer Part Number||AM7V7995GMR|
|Manufacturer Website Address||http://www.sophos.com|
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 Supported||Astaro Mail Gateway Virtual Appliance V7 1000 Users|
|Provided Support||Phone Support|
|Provided Support||Email Support|
|Provided Support||Web Support|
|Service Details||Gold Maintenance:|
Gold Maintenance is designed for organizations requiring consistent comprehensive technical support. For 1st-level technical support customers should contact their certified Astaro partner. Endusers have to contact their certified Partner Reseller must contact their Distributor. If required the Astaro partner/Distributor may escalate to Astaro support and will receive a response according the SLAs. Gold Maintenance for Astaro Security Gateway appliances includes standard 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.
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.
** 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.
*** Astaro contacts partner in order to assist with technical issues in any case. Critical issues will be immediately addressed by Astaro and the partner contacted and informed of issue and case progression. 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.
|Service Duration||5 Year|
|Service Response Time||2 Hour|
|Service Response Time||1 Hour|
|Service Response Time||1 Business Day|
|Service Response Time||4 Hour|
|Service Response Time||1 Day - (Business Day)|
|Service Sub Type||Electronic and Physical|
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.