Sophos Gold - 3 Year - Service

Sophos Gold - 3 Year - Service

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Sophos Gold - 3 Year - Service - Maintenance - Electronic and Physical Service
0 Review(s) Item: AM7V7993GM | By: Sophos
$51.83 Retail $51.99
  • Protects your investment and adds value with increased reliability
  • Web Support service included to resolve your problems
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Sophos Gold - 3 Year - Service - Maintenance - Electronic and Physical Service
Maintenance - Electronic and Physical Service

Product Specifications

Brand NameSophos
ManufacturerSophos Plc
Manufacturer Part NumberAM7V7993GM
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 1000 Users
Product TypeService
Provided SupportPhone Support
Provided SupportWeb Support
Provided SupportEmail Support
Service DetailsGold 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.

  • 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***: Astaro Partner
  • Medium Priority Level:
    • Acknowledgement*: < 1 hour
    • Initial Response**: 1 Day
    • Contact***: Astaro Partner
  • Low Priority Level:
    • Acknowledgement*: < 1 hour
    • Initial Response**: 1 Day
    • Contact***: Astaro Partner
    * 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.
    *** 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.

  • Critical Priority Level:
    • The case is assigned a 2nd Level Support Engineer who identifies him/herself to the customer or Astaro Partner
    • The assigned Support
    Service Duration3 Year
    Service NameGold
    Service Response Time1 Day - (Business Day)
    Service Response Time4 Hour
    Service Response Time2 Hour
    Service Response Time1 Hour
    Service Response Time1 Business Day
    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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