Overview

SANGFOR Global Service Center has full responsibility for every aspect of your case, will tracks, defines, escalates, and resolves any technical issues you might have with your deployment through a Support Request (SR) process. As SRs are opened, technical information about the product, environment, and other related information will be collected. And a “service severity level” is assigned for each case.

 

Support Request Process

To open a case, please be ready to provide:

Serial number of hardware with issue.

Software version

Configuration data

Detailed description of the issue, including the impact and coverage.

The activity when the issue occurred.

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

i)	Primary contact name
ii)	Primary contact telephone number
iii)	E-mail information
iv)	Alternative contact(s) in the event of unavailability of the primary contact
v)	Failure to provide this information may result in longer response times

Then, contact us in one of two ways:
Call: +60 3 2282 1206
Email:  tech.support@sangfor.com.hk

 

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.

 

 

Response & Escalation Times

 

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.