Global Support Services Supporting your investment in Sophos Technical Support has the highest priority within Sophos. Our comprehensive support service delivers the full range of benefits you would expect from a worldleading company focusing on the needs of the corporate market. Get every update and upgrade quickly and easily while receiving expert support for installation, configuration and administration for all of your Sophos products.
Sophos Support Services 1. INTRODUCTION The excellence of Sophos support services sets us apart from our competitors. As a Sophos customer, you benefit from 24-hour support provided by our globally managed team every day of the year. Contact our engineers for one-to-one support by email or telephone, or use our web-based support knowledgebase.* Our support services put you in touch with support engineers who have the tools and resources to investigate any problemsincluding access to a test network of machines running every supported operating system and network platform. Our experts replicate, analyze and resolve your problems. We draw on a wealth of experience and technology backed by the resources of SophosLabs and product development. Get efficient resolution and tracking of all of your incidents. Our Technical Support organization operates from support centers in Australia, Canada, France, Germany, Japan, Italy, Spain, UK and USA. Whichever center handles your enquiry, know that you are receiving the highest level of expertise, professionalism and customer service. Sophos Technical Support Services is one of the many groups within Sophos that helps to support your investment. Sophos Technical Training and Sophos Professional Services are two other divisions within the company also available to assist. You can find details of each service and each support center at www.sophos.com/globalsupport. 2. OVERVIEW Sophos Technical Support offers customers three distinct support service options: Standard, Premium and Platinum. Standard Support is available around the clock, every day of the year and is included at no extra cost in all subscription licences. For perpetual licences, Standard Support must be purchased separately. Premium Support and Platinum Support are available for an additional annual percentage fee based on the licence cost. The deliverables included within each service option are outlined below, together with the levels of service, including target response and escalation times. * Local language support may only be available during local business hours. Please contact your local Sophos office for details. 2
3. SUPPORT SERVICE OPTIONS (Deliverables) 1 Key Features Standard Premium Platinum 24/7/365 Support P P P Unlimited support cases and authorized contacts P P P Software downloads, updates and maintenance P P P Phone, email and web-based support channels P P P Access to Support Knowledgebase P P P Basic incident handling P P P Access to Support Forums P P P Access to News Subscriptions P P P Defined Service Level Agreements with Support Credits* P P Remote Technical Consulting/Training (4 hours included per contract) P P Priority incident and malware sample handling P P VIP Access to dedicated Senior Technical Resource team** P P Online Support case management and reporting portal P P Sophos ZombieAlert Service and Sophos WebAlert 2 P P Remote Assistance Support P P Named Technical Support Account Manager (TSAM) Proactive communications and alerts Performance and feature optimization Enhanced SophosLabs Services Emergency Onsite Support Championed access to Sophos resources P P P P P P 1 Premium Support and Platinum Support service contracts might not be available in all regions and in all languages. Customers should check with their Sophos sales contact to determine which enhanced support services are available locally. 2 The Sophos ZombieAlert service provides organisations with immediate warning of spam originating from their networks. Sophos WebAlert warns organisations if their website has been compromised by hackers and is hosting malware. * For information on availability in your region, please contact your local Sophos office. ** Available in most geographies. Check with your local sales team if applicable in your region. 3
Target response/escalation times Severity Action Standard Premium Platinum Critical Response time Within 4 hours* Within 1 hour* Within 1 hour* Frequency of status updates Daily 2 hours 2 hours Escalation to support manager Within 24 hours Within 2 hours Within 2 hours Escalation to executive manager Within 8 hours High Response time Within 8 hours* Within 2 hours* Within 2 hours* Frequency of status updates Every business day Daily Daily Escalation to support manager Within 72 hours Within 72 hours Escalation to executive manager Medium Response time Within 1 business day Within 24 hours Within 24 hours Frequency of status updates Escalation to support manager 1 week 1 week Escalation to executive manager Low Response time Within 1 business day Within 24 hours Within 24 hours Frequency of status updates Escalation to support manager 1 week Escalation to executive manager * Critical and High priority cases can be opened by email, but MUST be followed up with a phone call to verify that the case has been received and to agree the severity. ** Cases are automatically assigned a Medium severity by default if no other indication is provided as to the severity of the case. Typical time to reach a qualified engineer* Standard Premium/Platinum By phone Less than 3 minutes Less than 2 minutes By email/electronic Less than 4 hours Less than 1 hour * For new support cases raised during normal business hours. 3.1 Standard support Standard Support is available around the clock, every day of the year and is included at no extra cost in all subscription licences.* For perpetual licences, Standard Support must be purchased separately. Standard Support addresses all product-related issues encountered by Sophos customers during installation, configuration, administration and operation of any Sophos product. As part of the Standard Support service, our support engineers will answer general questions and respond to all of your product-related issues on a best efforts basis with no formal service level commitments. Standard Support service also includes upgrade and configuration assistance for endpoint security product installations. Standard Support includes the services outlined on the following pages. * Local language support may only be available during local business hours. Please contact your local Sophos office for details. 4
24/7/365 Support Help desk accessible through our global support centers, 24 hours a day, 365 days a year Single point of contact to submit support incidents, access technical information and request product advice Basic incident handling Track all incidents in the Sophos incident management system with individual reference numbers All incidents prioritized according to their assigned Severity (see section 5.2) All submitted support incidents are handled according to the target response and escalation times (see table on page 4) Long-running open incidents escalate to senior support engineers Incidents you assign a Critical Severity may be further escalated to support management Unlimited support cases and authorized contacts Ability to submit unlimited support incidents via telephone, web and email for all Sophos products No limit on authorized IT contacts Software downloads, updates and maintenance Web-based, no-limit access to Sophos malware and spam updates in order to provide rapid protection against the latest security threats Web-based, no-limit access to the latest scheduled software releases, including error correction packages and functionality upgrades Updates, fixes and software maintenance are included in the licence fee Phone, email and web-based support channels Detailed product documentation, including installation and user manuals Up-to-date security threat information and security updates Global support office contact information Submission of support incidents directly via a web form 5
Web self-help support Comprehensive, searchable knowledgebase with a list of top ten reported issues can be accessed at www.sophos.com/support/knowledgebase Ability to access Customer Resource Centers on each Sophos solution holding information such as: Getting started and making the most of your solution tips and best practices System Requirements, start up guides and manuals Videos and demonstrations of the Sophos solutions Access to our product Upgrade Center which houses information on new versions, system requirements and upgrade guides View product advisories and current threats Access to Support Forums Web-based, no-limit access to SophosTalk Support Community Forum SophosTalk can be accessed at http://community.sophos.com/ Access to news subscriptions Registration for news and alerts is available at http://www.sophos.com/en-us/about-us/email-notifications.aspx General information on security threats and protection strategies through support news bulletins Product release information on errors corrected, new features and installation instructions Keep up to date on the latest product news, customer events and news via Twitter; follow @sophossupport 3.2 Premium support Get Premium Support for an additional annual percentage fee based on the licence cost (see section 4 for pricing information). In addition to Standard Support services, Premium Support includes the services outlined below. Defined Service Level Agreements with Support Credits* All submitted support incidents are handled according to the defined target service levels for response time and escalation time (see table on page 4) Support Credits provide financial penalty for failure to meet the response time SLA. * For information on availability in your region, please contact your local Sophos office. 6
Remote Technical Consulting/Training (4 hours included per contract) Includes an allocation of 4 hours of Remote Consulting provided by a senior Sophos engineer Provided key services as part of Remote Consulting engagement include: Deployment Assistance; Product Installation/Configuration; Helpdesk Training; and General Troubleshooting The Remote Consulting Service may include use of a remote connection established through secure encrypted tools (e.g., Secure Shell (SSH), Microsoft Terminal Services, Citrix GoToAssist) Priority incident and malware sample handling All submitted support incidents are assigned to priority queues Immediate routing to senior support engineers All suspicious files submitted via the defined sample submission process (see www.sophos.com/support/samples) are designated for priority malware analysis VIP Access to dedicated Senior Resource team* Calls and emails are directed to a senior team of engineers Online Support case management and reporting portal Unlimited access to SophServ, an online Support Portal View, open, close and manage Sophos Support cases Access the latest support notifications, advisories and articles Ability to grant administrator or user rights Create groups allowing teams within the organization to view and take action on cases for other members Export case reporting and statistics Sophos ZombieAlert Service Provides near-real time alerts of spam traffic originating from customer s networks, allowing customer to identify and disinfect systems that have been infected and are sending spam Notifies customer when their networks are listed in third-party Domain Name System blackhole lists (DNSBLs) Sophos WebAlert Service Provides alerts of customer web pages that are found to be hosting malware. This allows you to remove or clean-up the infected pages before your company's reputation is damaged and your website block-listed Periodic reports of overall activity and threats detected to track overall trends and plan defensive activities * For information on availability in your region, please contact your local Sophos office. 7
Remote Assistance support Problem solving expedited via remote access to customer s systems Eastablish remote connections through secure encrypted tools (e.g., SSH [Secure Shell], Microsoft Terminal Services, Citrix GoToAssist) with customer authorisation and coordination prior to remote connection 3.3 Platinum Support Upgrade to Platinum Support for an additional annual percentage fee based on the license cost (see section 4 for pricing information). In addition to Standard Support and Premium Support services, Platinum Support includes the services outlined below. Named Technical Support Account Manager (TSAM) A named Sophos technical support engineer who will: Monitor all customer-logged incidents to ensure timely, high-quality handling and resolution Conduct quarterly customer account reviews Champion customer feedback with Sophos product and services management Partner with you to understand your business and security needs and make sure your Sophos solutions are meeting those needs Proactive communications and alerts Advanced notification of product enhancements, updates, upgrades and advisories Access to the PlatinumInsider Monthly bulletin and PlatinumInsider Quarterly Newsletter Performance and feature optimization Expert technical advice, assisting you in determining the correct number of servers, hardware capacity and product architecture to account for the evolution of enterprise needs and product requirements Annual remote system health checks monitoring Sophos product and making recommendations for product parameter tuning to optimize performance Direct access to a senior support engineer during product upgrades Remote installation and upgrade of the first node for complex distributed architecture deployments Enhanced SophosLabs Services Access to automated sample analysis summary reports. Send submissions to a specialized address and receive a comprehensive pdf report detailing the file structure as well as any and all changes that the file may make Advanced assistance for malware outbreaks and access to a SophosLabs Incident Response Manager 8
Emergency onsite support With a situation of Critical Severity, where other forms of support have been unable to resolve the issue, the customer will have the option to request that a product expert be available on-site. We will analyze the critical aspects of the incident and take steps to correct the incident or reduce the severity level Championed access to Sophos resources Advance notice and access to beta versions of Sophos solutions Connect directly with Product Managers, SophosLabs Managers, Development, Senior Executives or any other Sophos members 4 PRICING INFORMATION Prices will be calculated as a percentage of the list price of the license. All annual service fees are subject to a minimum valuecustomers should check with their Sophos sales contact for details. 5 DEFINITIONS 5.1 Response times Response Our technical support responds to every support incident you submit. You will receive an acknowledgement that we have registered the support incident has been, assigned a Severity and allocated to a support engineer. Response times are measured from the time a customer support incident is received by Sophos Technical Support to the time a response is provided. 5.2 Severity levels All support incidents you submit are assigned a Severity by Sophos based on the information you provide. In the event that insufficient information is provided for Sophos support engineers to determine the Severity, a default of Medium Severity is assigned to the incident. The assigned Severity may be adjusted upon receipt of further incident details from the customer. The Severity levels that may be assigned are defined on the following page. 9
Critical High Medium Low A Critical Severity is assigned to a Sophos product problem causing a complete loss of service. Work cannot continue at all and operation is mission-critical to the customer s business. No acceptable workaround to the problem exists. A High Severity is assigned to a Sophos product problem causing a significant loss of service and no acceptable workaround is available. The problem adversely impacts customer business, but operation can continue in a restricted fashion or be alternatively routed. A Medium Severity is assigned to a Sophos product problem causing no loss, or only very minor loss in service. The impact is an inconvenience, which does not impede operation or customer business. All incidents initiated by email will be assigned Medium Severity in the first instance, except those of a Low Severity level, as defined in the next column. A Low Severity is assigned to a question concerning the operation of a Sophos product, or a suggested change to a product or to the product documentation. 6 ESCALATION PROCEDURES To provide timely and effective resolution, all submitted incidents are subject to the following escalation procedures, according to their Severity and the support service provided. 6.1 Critical severity escalation Standard Support Hours 0 24: Sophos support engineers are involved as required to troubleshoot and resolve the problem Hour 24: Problem is escalated to Sophos support management. Product expertsincluding product and development managementare involved as required Premium Support Hours 0 2: Sophos support engineers are involved and are actively working on resolution Hour 2: Problem is escalated to Sophos support management. Product expertsincluding product and development managementare involved as required 10
Platinum Support Hours 0 2: Sophos support engineers are involved and are actively working on resolution Hour 2: Problem is escalated to Sophos support management. Product expertsincluding product and development managementare involved as required Hour 8: Sophos executive management is involved in the escalation. A management and technical expert escalation team is put together to address and defuse the emergency situation effectively 6.2 High severity escalation Standard Support : We escalate the problem to Sophos support management. Product experts including product and development managementare involved as required Premium and Platinum Support Hours 0 72: Sophos support engineers will work on the incident to provide a resolution to the problem Hour 72: The customer may request escalation of the incident to Sophos support management. At this time, Sophos will establish a plan to employ all reasonable efforts to correct the problem within a timeframe agreed upon between the customer and Sophos management 6.3 Medium severity escalation In the event that a Medium Severity incident with a Sophos product worsens, or is not resolved within 30 days, customers may request that the submitted support incident be reclassified with a higher Severity. Premium and Platinum Support In the event that a Medium Severity incident is not resolved within 1 week, the problem will be escalated to Sophos support management. Note Escalations are only possible for product-related problems. Problems related to customerspecific environments and/or unsupported use, or modification of the Sophos product by customers are not eligible for escalation. 11
6.4 Escalation personnel Support manager The support manager in the local Sophos office is automatically notified according to the Severity of the problem and the target escalation times set out in the table on page 4. Executive manager The head of the local Sophos subsidiary or its sales manager is automatically notified according to the Severity of the problem and the target escalation times set out in the table on page 4. Note Additional senior managers and executives will, at the discretion of Sophos, also be notified of long-running open incidents with a Critical or High Severity. Visit us online For more information, visit us at sophos.com. United Kingdom Sales: Tel: +44 (0)8447 671131 Email: sales@sophos.com North American Sales: Toll Free: 1-866-866-2802 Email: nasales@sophos.com Boston, USA Oxford, UK Copyright 2011. Sophos Ltd. All rights reserved. All trademarks are the property of their respective owners. A Sophos Whitepaper 1.12v1.dNA