Sophos Platinum - 5 Year - Service

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.

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.

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.

• Application/Appliance Status: Down
• Impact on Business Operations: Severe
• Issue Description: Customer's ASG is down or experiencing a consistent measurable performance impact

• Application/Appliance Status: Up
• Impact on Business Operations: Significant
• Issue Description: Customer's ASG is experiencing intermittent failure or degradation of performance

• Application/Appliance Status: Up
• Impact on Business Operations: Minor
• Issue Description: Issues that do not affect normal ASG operation Workaround available

• Application/Appliance Status: Up
• Impact on Business Operations: Little/None
• Issue Description: Feature Information Documentation How-to requests

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.

• Acknowledgement*: < 1 hour
• Initial Response**: < 2 Hours
• Contact***: Support Engineer CC: Support Manager

• Acknowledgement*: < 1 hour
• Initial Response**: 4 Hours
• Contact***: Support Engineer

• Acknowledgement*: < 1 hour
• Initial Response**: 1 Day
• Contact***: Support Engineer

• Acknowledgement*: < 1 hour
• Initial Response**: 1 Day
• Contact***: Support Engineer

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.

• 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 repo