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ACC2003PMR Sophos Plc

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Sophos Plc ACC2003PMR
Part Number ACC2003PMR
Conditions New, Used, Refurbished
Manufacturer Sophos Plc
Category Services
Total items
in stock:		 0 listed on BrokerBin.com
0 listed on ICBin.com
Dealers listing this item: 0 listing on BrokerBin.com
0 listing on ICBin.com

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.

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ACC2003PMR Product Overview
    Service Information
  • Service Main Type:     Maintenance
  • Service Sub Type:     Electronic and Physical
  • Service Description:     24x7
  • Service Details:     Platinum Maintenance:

    Platinum Maintenance is Astaro's premium 24x7 support offering, designed for organizations requiring continuous support coverage at the highest possible levels. For technical support, customers can contact Astaro 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 email or telephone reply according to the SLAs. Platinum Maintenance for Astaro Security Gateway appliances includes expedited 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***: Support Engineer
  • Medium Priority Level:
    • Acknowledgement*: < 1 hour
    • Initial Response**: 1 Day
    • Contact***: Support Engineer
  • Low Priority Level:
    • Acknowledgement*: < 1 hour
    • Initial Response**: 1 Day
    • Contact***: Support Engineer
    * 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(s).
    *** Astaro reserves the right to involve a local support partner in order to assist with technical issues. 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
    • The assigned Support Engineer is responsible for providing progress reports and the delivery of a response to the customer
    • The customer contact that opened the cas
    • Provided Support:     Email Support
    • Provided Support:     Web Support
    • Provided Support:     Phone Support
    • Service Availability:     24 x 7
    • Service Response Time:     1 Hour
    • Service Response Time:     2 Hour
    • Service Response Time:     4 Hour
    • Service Response Time:     1 Day - (Business Day)
    • Service Duration:     3 Year
    • Product Supported:     Astaro Command Center 2000


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