Maintenance Contracts

We at Cyberoam understand your needs, and appreciate your hard efforts to keep your business running smoothly.

To ensure business continuity, our best-in-class security solutions are delivered with an extensive and committed range of support services. Our services ensure that your systems receive continuous security & protection against emerging threats. Committed real-time support gives you direct access to our technical support engineers, who provide your staff with immediate access to Cyberoam resources for rapid response.

Cyberoam’s comprehensive support programs are aimed at providing resources and knowledge needed to keep operations running smoothly and help you to recover swiftly from network breakdowns Ongoing updates take care of ever evolving threats, helping you to reinforce pre-emptive security, ensuring a safe working environment. Our extensive support which originates from our vast knowledge base, case collection, and strong service-support ethics, ensures security, continuity and connectivity at all times.

Range of programs
Cyberoam Support Programs offer a comprehensive range of support services that best suit your needs. Basic and Premium levels of support give you increased value and benefits based on your organizational requirements.

24/7 Support
Mission critical services need to be up and running continually. We ensure that you have access to support 24/7. Cyberoam support is provided through all modes of communication – phone, web, email and chat.

Access latest updates, upgrades, patches, and hot fixes for 365 days 24/7. We ensure that your business has up-to-date protection against emerging threats saving your time and associated costs.

Transparent online services
All you need to do is login to your account, and from there you can see all the updates made on your ticket. We maintain every detail about your ticket and update it frequently so that every transaction is known to you.

Click Support through Knowledge-base & Case Collection Centre
Our vast, comprehensive, and easy to understand knowledge base takes care of your basic or advanced queries through technical guides, in-depth solutions, case-studies, articles etc., and provides you with quick, easy to access support. Access case documents, narrating problems and solutions faced by our current or past customers through our Online Case Collection Centre. This enables you to increase your internal skills and resolves your queries faster.

Unlimited Support
You get unlimited support for any number of questions you have. Count on us to provide you with best technical support for all your network concerns.

INCIDENT SEVERITY LEVELS

In order for Sophos Technical Support to prioritize Incidents effectively, Sophos customers should request a Severity Level for each submitted Incident according to the levels detailed below.

Definition of Severity Levels

CriticalHighMediumLow
A problem related to a Licensed Product that causes a complete loss of a mission critical service in a live or production environment; work cannot continue at all or there is a critical impact to the customer‘s business operations. No acceptable workaround to the problem exists. A High Severity is assigned to an Incident that is causing a significant loss of service and no workaround is available. The problem adversely impacts customer business, but operation can continue in a restricted fashion or be alternatively routed. A Medium Severity is assigned to an Incident that is causing no loss, or only very minor loss in service. The impact is an inconvenience, which does not impede operation or customer business.
All Incidents initiated by email will be assigned Medium Severity in the first instance, except those of a Low Severity level, as defined in the next column.
A Low Severity is assigned to a question concerning the operation of a Sophos product, or a suggested change to a product or to the product documentation.

NOTE: Sophos requires that all Critical and High Severity Level Incidents (as such Severity Level is defined above) be submitted via telephone rather than via email or the web in order to facilitate the timeliest response. The initial response from Sophos Technical Support to a Critical Severity Level Incident will normally be by telephone. Subsequent correspondence may be by one or a combination of the above communication methods.

Severity Level Assignment

All Incidents submitted by a customer will be assigned a Severity Level at the discretion of Sophos Technical Support; taking into account the customer’s requested level in accordance with Severity Levels defined above and the information provided by the customer regarding the Incident.

In the event that a requested Severity Level is not indicated by the customer with the submitted Incident, Sophos Technical Support will assign the Incident a Severity Level of “Medium” or “Low”, as detailed in Severity Levels defined above.

Multiple Support Incidents

In the event that an Incident addresses several separate problems, Sophos Technical Support will separate each problem into independent Incidents and classify such Incidents according to the Severity Levels detailed in Severity Levels defined above.

Severity Level Reassignment

Customers who encounter a problem with the Products which is identical to an Incident previously submitted and resolved, must submit a new Incident to be registered. The recurrence of the Incident will again be prioritized according to the Severity Levels detailed above. In the event that a submitted Incident with the Products worsens, customers may request that such Incident be reclassified with a higher Severity Level.

SERVICE LEVEL TARGETS

Response
Sophos Technical Support will respond to every Incident submitted by customers with an acknowledgement that the Incident has been registered, assigned a Severity Level and assigned to a Sophos Technical Support engineer.

Status Updates
Sophos Technical Support will provide the customer with Incident status updates at regular intervals (as set out in Target Service Level Response Times below) to ensure the customer is kept informed of progress in resolving each Incident.

Resolution
An Incident shall be considered resolved when one of the following has occurred:

  • The initial question asked has been answered
  • A solution has been delivered for the problem initially reported
  • A workaround has been delivered for the problem initially reported with a solution to be delivered through a future update
  • The problem is scheduled for resolution in a future update and the customer has agreed to wait for the release of such update and does not require a workaround

Target Service Level Response Times

Sophos Technical Support aims to handle all customer submitted Incidents in accordance with the target service times for the relevant Severity Level as outlined in Table 1 below.

  Severity Level Target Response Time Target Status Update Frequency
Enhanced / 8x5 Support Critical Within 4 hours Daily, or as agreed with the customer/partner
High Within 8 hours Every business day, or as agreed with the customer/partner
Medium Within 24 hours As agreed with the customer/partner
Low Within 24 hours As agreed with the customer/partner
  Severity Level Target Response Time Target Status Update Frequency
Enhanced Plus / 24x7 Support Critical Within 1 hour Every 2 hours, or as agreed with the customer/partner
High Within 2 hours Daily, or as agreed with the customer/partner
Medium Within 24 hours As agreed with the customer/partner
Low Within 24 hours As agreed with the customer/partner

NOTE: In practice, a high percentage of Incidents are resolved by Sophos Technical Support during the first telephone call or email interaction. The Severity Levels and service times below are intended for the percentage of Incidents that require more lengthy investigation, analysis and possibly the development of Products bug fixes or workarounds.