Sophos UTM

Support Services Guide

UTM (new licensing) & accessories
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

UTM (new licensing) & accessories 1

Sophos UTM Support Services Guide

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

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Sophos UTM Support Services Guide

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.

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Sophos UTM Support Services Guide - UTM (new licensing) & accessories

Warranty for RED products

Sophos RED devices are supplied with a manufacturers 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 manufacturers 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 manufacturers 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: North American Sales: Australia and New Zealand Sales:
Tel: +44 (0)8447 671131 Toll Free: 1-866-866-2802 Tel: +61 2 9409 9100
Email: sales@sophos.com Email: nasales@sophos.com Email: sales@sophos.com.au

Boston, USA| Oxford, UK

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All trademarks are the property of their respective owners.
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