ut m support services en

8/17/2019 Ut m Support Services En

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Sophos UTM

Support Services GuideUTM (new licensing) & accessories


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Sophos UTM Support Services Guide

1UTM (new licensing) & accessories

Introduction

This document provides a detailed description of Sophos Support Services which are

offered by Sophos or Sophos partners for Sophos UTM appliance, RED and SophosAccess Points.

Contents

Support Levels 2

UTM Web Support 2

UTM Standard Support 2

UTM Premium Support 2

Support Services 3

Software Updates 3

Technical Support 3

Hardware Replacement for Sophos UTM Hardware 3

Warranty for RED products 4

Support Services for Sophos Access Points 4

General Hardware Replacement rules for Sophos UTM hardware products 4


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Support LevelsIf not agreed upon differently within the contract between the end-user and the

Sophos partner, from which he has purchased the UTM product, Support Services

for UTM products will be offered to end-users within the scope of the contractwith their Sophos partner at the following levels (the following support periods

always start with the activation-key entry within the MyAstaro portal):

UTM Web Support:

Is included free-of-charge with every UTM base license and offers a 72 hour bring

in hardware replacement during the period of 1 year as well as unlimited access

to support platforms such as the Sophos Knowledgebase and MyAstaro.

UTM Standard Support:

Is included with every Network, Web, Mail, Wireless or Web Application Security subscription

with a run time of 1, 3 or 5 years and offers a 24 hour bring in hardware replacement,

automatic software updates as well as technical 10*5 support via Sophos partners.

UTM Premium Support:

Can be purchased as an optional upgrade to the UTM Standard Support for 1, 3 or

5 years and offers a 24 hour up front hardware replacement, automatic software

updates as well as technical 24*7 support via Sophos support engineers.

The following table details the structure of the support levels and services:

* For the duration of the hardware warranty

Support level UTM Web UTM Standard UTM Premium

Included with Base license Subscription UTM Premium Support Contract

Software Updates

New software releases Manual Automatic Automatic

Pattern updates N/A Yes Yes

Technical Support

Service hours - 10x5 24x7

Support forum / Knowledgebase Yes Yes Yes

Support via Sophos Website Sophos Partner Sophos Support Desk

Open support cases No Yes Yes

Customer approved contacts - 5 10

Hardware Replacement

72h bring in* 24h bring in* 24h bring in 24h up front


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Support ServicesThe following services are – if not agreed upon differently within the contract

with the Sophos partner – included within the Sophos Support Services:

Software Updates

Automatic download and installation of new software releases

and pattern updates (with administrator notification).

Technical Support

Support via email, web and telephone (either from a certified Sophos partner or directly

from Sophos. For further information, please refer to Sophos UTM Technical Support SLAs.

Hardware Replacement for Sophos UTM Hardware

72h bring in: The customer sends the defective device to Sophos at their own risk

and expense. A replacement unit will be sent out within 72 hours following receipt of

the defective device. If a customer receives a broken unit (DOA), they will be entitled

to a 24 hour upfront service – valid for the first 30 days from the purchase date.

The 72h bring in service is valid throughout a period of 1 year.

24h bring in: The customer sends the defective device to Sophos at their own risk

and expense. A replacement unit is sent out within 24 hours following receipt of the

defective device. If a customer receives a broken unit (DOA), they will be entitled to

a 24 hour upfront service – valid for the first 30 days from the purchase date.

The 24h bring in service is valid throughout the purchased

subscription period of 1, 3 or 5 years.

24h up front: The customer sends the defective device to Sophos at

their own risk. A replacement unit will be sent out within 24h after

notification and receipt of an RMA number at Sophos’ expense.

The 24h up front service is valid throughout the purchased UTM

Premium support upgrade contract of 1, 3 or 5 years.

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Sophos UTM Support Services Guide - UTM (new licensing) & accessories

Boston, USA | Oxford, UK

© Copyright 2012. Sophos Ltd. All rights reserved.

All trademarks are the property of their respective owners.

United Kingdom and Worldwide Sales:

Tel: +44 (0)8447 671131

Email: [email protected]

North American Sales:

Toll Free: 1-866-866-2802


Australia and New Zealand Sales:

Tel: +61 2 9409 9100


Warranty for RED productsSophos RED devices are supplied with a manufacturer’s limited Warranty (Standard

Warranty) of one year. This is independent of any relevant statutory warranty

claims against the Sophos Partner from which the end-user purchased the deviceand is independent of all other statutory and contractual claims of the end-user

which shall remain unaffected. The manufacturer’s limited warranty period starts

at the moment of sale by the Sophos Partner to the end-user or at the latest three

months after initial delivery of the device by Sophos. Within the warranty period,

the end-user is entitled to claim the 72h bring in hardware replacement service as

described above for RED devices that have material, constructional or manufacturing

defects. The standard warranty period can be extended by purchasing a 2-year

warranty extension. Defective devices covered by the extended warranty will,

during the total manufacturer’s warranty period (i.e. including the original warranty

period), be replaced by Sophos using the 24h up-front replacement service.

For further details please visit the RED Terms of Warranty document.

Support Services for Sophos Access PointsTechnical Support, Software Updates and Hardware Replacement for Sophos

Access Points will be provided according to the support contract of the Sophos UTM

appliance to which the Access Point is connected to. UTM Standard Support will

be provided for all connected Access Points during the period of an active Wireless

Protection Subscription. UTM Premium Support will be provided during the period

of an active UTM Premium Support contract of the Sophos UTM appliance.

General Hardware Replacement rules for Sophos UTM hardware products

A replacement unit will either be a new or reconditioned unit of equivalent or highervalue. The customer is only eligible to receive replacement hardware, if the unit

has a valid manufacturer warranty (RED products) or support services contract.

Before shipping any defective unit to Sophos, the customer should first contact

Sophos support in order to get a Return Material Authorization (RMA) number.

Statutory warranty claims against the Sophos Partner remain unaffected.

Please Note: If Sophos does not receive the defective unit back within

14 days of the reported failure, the customer will be invoiced for the cost

of the unit according to the then current price list. Sophos also reserves

the right to charge for any missing accompanying materials.

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