Sangfor Care Service

Provide hardware & software maintenance, technical support, troubleshoot
·Manufacture's hardware warranty = 1 year (every product)
1.Support option = Standard business hours
2.Replacement option = Advanced

·Installation
Sangfor Care Services or local authorized Sangfor partner
·Sangfor Care Service options
Technical Support = 24x7 Available Remote Support(Phone, Email )
Software, Firmware update maintenance service
Hardware warranty service
·Training
On-site training or remote training

Severity LevelTechnical SupportHardware Maintenance
Standard
24 x 7
RTF: Return To Factory (15 Business days ship after receipt)
Advanced
24 x 7
SDS: Same day shipment (Not Guaranteed Arrival)
Premium
24 x 7
NBD: Guaranteed Next business day arrival
Premium Plus
24 x 7
24×7×4:Guaranteed 4 hour arrival, 7 days a week
*On-site support is optional

Sangfor Warranty Policy
Hardware & Software Warranty
·Automatic start activate from 30 day after shipment for 1 year

Return Material Authorization
Before hardware repair or replace, Sangfor Support Engineer will verify first
1. Must be pre-authorized by SANGFOR and have RMA number
2. Request RMA number by call to local support (RMA Services period)
3. Sangfor Support Engineer verify case
4. If product defect, Sangfor will issue Customer an RMA number


Dead-On-Arrival (DOA)
Before replace new product, Sangfor Support Engineer will verify first
• Service since warranty start to 90 day
• Sangfor will send new replacement in one day after hardware failure been confirmed
• customer should send the failure device with original package back to the local support
within 5 days after receiving the replacement device


Repair or Replace
• Sangfor may replace or repair the Product with either a new or reconditioned Product
HotlineTechnical Support
International Service Centre:+60 12711 7129 (7511)
Email:RMA@sangfor.com
Malaysia: 1700 81 7071
Hong Kong: +852 81257201
Singapore: +65 3152 9370
Other Regions: +60-12-7117511 (7129)
Email: tech.support@sangfor.com

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