User Manual

Sophos UTM Support Services Guide - UTM (new licensing) & accessories
Boston, USA | Oxford, UK
© Copyright 2012. Sophos Ltd. All rights reserved.
All trademarks are the property of their respective owners.
United Kingdom and Worldwide Sales:
Tel: [phone]
Email: [e-mail]
North American Sales:
Toll Free: 1-866-866-2802
Email: [e-mail]
Australia and New Zealand Sales:
Tel: [phone]
Email: [e-mail]
Warranty for RED products
Sophos RED devices are supplied with a manufacturer’s 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 manufacturer’s 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 manufacturer’s 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.
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