User Manual

Sophos UTM Support Services Guide
2UTM (new licensing) & accessories
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:
* For the duration of the hardware warranty
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