Sophos UTM Support Services Guide
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 Sophos Access 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 1
Support Levels If 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 contract with 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: 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 * For the duration of the hardware warranty 2
Support Services The 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. 3
- Warranty for RED products Sophos 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 device and 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 Points Technical 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 higher value. 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. United Kingdom and Worldwide Sales: Tel: +44 (0)8447 671131 Email: sales@sophos.com North American Sales: Toll Free: 1-866-866-2802 Email: nasales@sophos.com Australia and New Zealand Sales: Tel: +61 2 9409 9100 Email: sales@sophos.com.au Boston, USA Oxford, UK Copyright 2012. Sophos Ltd. All rights reserved. All trademarks are the property of their respective owners. 2877.na.03.12