Sophos UTM Technical Support SLAs

Transcription

1 Sophos UTM Technical Support SLAs

2 Introduction Sophos offers a comprehensive range of support services for its UTM security solutions including technical support (via web form and phone), software and pattern updates as well as hardware replacements for their appliances. These services are available to end customers bundled into specific support or maintenance service packages. This document is intended to provide a description about the technical support service levels and the processes behind them. For further information on other components of Sophos UTM maintenance and support packages please refer to the Maintenance and Support Services Guide documents. Our General Terms Business apply. Contents Technical Support 2 Scope of Support 2 UTM Web Support 3 UTM Standard Support 3 UTM Premium Support 3 Case Priority Level Definitions 3 Service Level Agreements (SLAs) 4 Escalation Process 4 Priority Level: Critical 4 Priority Level: High 5 Priority Level: Medium 5 Priority Level: Low 5 Partner Support 5 Sophos Support Centers 5 1

3 Technical Support Based on the support level purchased by the customer, he has various levels of access and committed response time delivered by Sophos Technical Support and/or Sophos s certified partners. The following sections will provide a detailed description of these services for each support level. The following table provides a brief overview of the services included. Support level UTM Web UTM Standard UTM Premium 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 Scope of Support Sophos Technical Support can help address specific technical issues during an installation, but is not designed to walk you through the entire installation process or the setup and configuration of a service/proxy. If you need comprehensive installation assistance, you may opt for onsite installation services from your local Sophos Partner. Important Notes: All Sophos UTM products in an organization must be on the same level of support. Sophos shall have no obligation to provide technical support: In the event the End User alters, damages or modifies the product or any portion thereof, in particular if the customer installs any new software onto an Sophos UTM appliances without explicit permission of Sophos Technical Support For any product that has reached End Of Live (EOL) status and is therefore no longer supported For any problem caused by: accident; transportation; neglect or misuse; alteration; modification or enhancement of the product; failure to provide a suitable installation environment; use of supplies or materials not meeting specifications; use of the product for other than the specific purposes for which the product is designed; for any problems caused by the end user s negligence, abuse or misapplication; or For use of the product on any systems other than the specified hardware platform for such product. Sophos shall have no liability for any changes in the end user s hardware, which may be necessary to use the product due to a workaround or maintenance release. 2

4 UTM Web Support UTM Web Support is included with any base license and provides web access to Sophos technical documents via the knowledgebase and the MyAstaro portal. UTM Standard Support UTM Standard Support is included with any subscription that is activated in addition to the base license. It offers 10*5 technical support through Sophos partners. For 1st-level support, end users need to contact their certified partner, resellers need to contact their distributor. If required, the Sophos partner/distributor may escalate to Sophos support desk and will receive a response according the SLAs. UTM Premium Support UTM Premium Support is available as an optional upgrade for any Sophos UTM appliance. While offering 24*7 technical support through Sophos support desk, it is designed for organizations requiring continuous support coverage at the highest possible levels. For technical support, customers can contact Sophos via a web form or telephone. During business hours they will receive immediate access to the first available member of the customer support staff. Outside of business hours they will receive an or telephone reply according to the SLAs. Case Priority Level Definitions Sophos case priority levels are used to assist in the prioritization of handling a support issue. Sophos Technical Support engineers will use the guide below to select the appropriate priority level for all submitted support issues. Please note that Sophos reserves the right to modify the priority levels below and upgrade or downgrade the priority level of a support issue at any time. Priority Level Application/appliance status Impact on business operations Issue description Critical Down Severe Customer s UTM is down or experiencing a consistent, measurable performance impact High Up Significant Customer s UTM is experiencing intermittent failure or degradation of performance Medium Up Minor Issues that do not affect normal UTM operation, Workaround available Low Up Little/ None Feature, Information, Documentation, How-to requests 3

5 Service Level Agreements (SLAs) Sophos Technical Support Engineers will 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. Priority Level Acknowledgement* Response** Contact Standard Support*** Priority 1: Critical < 1 hour < 2 Hours Support Engineer CC: Support Manager Contact Premium Support**** Support Engineer CC: Support Manager Priority 2: High < 1 hour 4 Hours Sophos Partner Support Engineer Priority 3: Medium < 1 hour 1 Day Sophos Partner Support Engineer Priority 4: Low < 1 hour 1 Day Sophos Partner Support Engineer * Customer is contacted by , web, or phone to confirm the receipt of a case. ** Customer is contacted by , web, or phone to gather additional information about the case and determine the necessary steps to reproduce the issue. *** Sophos contacts partner in order to assist with technical issues in any case. Critical issues will be immediately addressed by Sophos and the partner contacted and informed of issue and case progression. **** Sophos reserves the right to involve a local partner in order to assist with technical issues. Escalation Process Sophos Technical 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. Priority Level: Critical The case is assigned a 2nd Level Support Engineer who identifies him/herself to the customer or Sophos Partner. The assigned Support Engineer is responsible for providing progress reports and the delivery of a response to the customer or Sophos Partner. The customer contact that opened the case is designated as the primary contact unless otherwise requested by the customer. A Support Manager is automatically notified by our workflow process after the case is verified as Priority 1. Status on the case is reviewed by the Support Manager and Support Engineer daily until a response is delivered. If a response cannot be delivered or a major product bug is found, the case is forwarded to Sophos s 3rd level Escalations Engineering group. 4

6 - Priority Level: High The case is assigned a 2nd Level Support Engineer who identifies him/herself to the customer or Sophos Partner. The assigned Support Engineer is responsible for providing progress reports and the delivery of a response to the customer or Sophos Partner. If a response cannot be delivered or a major product bug is found, the case is forwarded to Sophos s 3rd level Escalations Engineering group. Priority Level: Medium The case is addressed by the 1st Level Support Team who is responsible for delivering a response. If a response cannot be delivered, the case is forwarded to Sophos s 2nd level Support group. Priority Level: Low The case is addressed by the 1st Level Support Team who is responsible for delivering a response. Partner Support Sophos partners are automatically entitled to receive support for their own issues and technical questions. An overview of Partner support offerings is shown below: Program Level Support Level Contact/Response Authorized Partner Preferred Partner Premier Partner / Solution Partner Partner Support Support through Sophos s Distribution partners Sophos Support Direct support from Sophos Designed for organizations requiring consistent, comprehensive technical support Sophos Support Direct support from Sophos Designed for organizations requiring consistent, comprehensive technical support According to the Distribution partner s SLAs Phone, Web Form; Response time according to the SLAs described n this document Phone, Web Form; Response time according to the SLAs described in this document Sophos Support Centres Contact details for our worldwide support centers are available here United Kingdom and Worldwide Sales: Tel: +44 (0) sales@sophos.com North American Sales: Toll Free: nasales@sophos.com Australia and New Zealand Sales: Tel: sales@sophos.com.au Boston, USA Oxford, UK Copyright Sophos Ltd. All rights reserved. All trademarks are the property of their respective owners na.03.12