Support Request Process

To open a case, please be ready to provide:

1. Serial number of hardware with issue.
2. Software version
3. Configuration data
4. Detailed description of the issue, including the impact and coverage.
5. The activity when the issue occurred.

Clear contact information in the event of call-back
which includes:

· Primary contact name

· Primary contact telephone number
· E-mail information
· Alternative contact(s) in the event of unavailability of the primary contact
(Failure to provide this information may result in longer response times.)

Then, contact us in one of two ways:
Call:
International Service Centre: +60 12711 7129 (7511)
Malaysia: 1700 81 7071
Hong Kong: +852 81257201
Singapore: +65 3152 9370
Email: tech.support@sangfor.com

Definition

Once a case is opened, [one of level-1support] engineers will be assigned as a single point of contact and will have full accountability for the resolution of case.

The engineers might need to access information on your system. Or, they might need to recreate the failure to get additional information. If the problem is related to the system configuration, the level-1 support engineer might ask for a network diagram and configuration information.

Please note, we treat any information we receive as highly confidential and delete it once your case is closed.

Escalation

If Level-1 support engineer does not solve the case, they will escalate it to the R&D support team for further analysis. The R&D support team will find out the solution.

Resolution

We close a case only after all parties agree the issue has been resolved. If we determine that the issue constitutes an enhancement, a feature request will be handled by product management department.

Severity Definitions

Sangfor Global Service Center will define the service severity according to the problem type and technical impact, coverage, and plays an important role by setting the initial response time, update frequency, and as guidance for the time to escalate issues to a R&D support team.
Severity LevelSeverity Description
Severity 1 (Critical)
• Network or application outage, “down or unavailable”.
• Impaired functionality, critically impacting customer business
Severity 2 (High)
• Network or application is operational but highly degraded performance to the point of
major impact on usage.
• Continuous or frequent instabilities affecting customer business or network operations.
• Inability to deploy a feature, function or capability
• Successful workaround in place for a severity 1 issue
Severity 3 (Medium)
• Performance of the network or application is impaired with limited impact to business
operations and an acceptable workaround or solution exists.
• The issue with non-critical feature or functionality
• Successful workaround in place for a severity 2 issue
Severity 4 (Low)
• The issues for certain features/capabilities not impacting to business operations and
no loss of functionality.
• Documentation issues.
• General "how-to" questions

Response & Escalation Times

Severity LevelResponse TimeEscalation TimeUpdate Frequency
Severity 1 (Critical)
Immediate 24x7
2 hours 24x7
Continuous
Severity 2 (High)
1 hour 24x7
12 hours 24x7
Daily
Severity 3 (Medium)
2 business hours 9x5
3 business days 9x5
Weekly
Severity 4 (Low)
1 business days 9x5
10 business days 9x5
Weekly

S1 and S2 problems must be followed up through the Sangfor Global Service Center by telephone after sending the support request email, to help ensure the response time target is met.

Sangfor will make every reasonable effort to resolve the reported customer problem. Sangfor makes no commitment to resolve an issue within a specific time.

Response time is the time between initial contact and active engagement by a Sangfor Global Service Center.
• Severity 1 requests are responded to on a 24x7 basis.
• Severity 2 requests are responded to on a 24x7 basis, as agreed to between the customer and Sangfor.
• Severity 3 and 4 requests are responded to during normal business hours (9:00AM-6:00PM UTC +08)
The response times stated here are targets only. Actual response times may vary.

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