SANGFOR Care Service Guidelines

SANGFOR Care Service will provide the maintenance, technical, software service to assist customers and partners quickly and easily deploy, use, manage and troubleshoot SANGFOR products in their network.

 

Scope of Service
SANGFOR Care Service (SCS) offers several service Options, they are designed as a remotely set of service packages to meet your needs.

 

Maintenance Service
 All SANGFOR products come with a one-year manufacture’s hardware warranty.

In the event of a hardware failure, the unit will be shipped to SANGFOR for replacement as the standard warranty, SANGFOR offers the additional hardware warranty service options according to service agreements.

 

More details, please view the Hardware Warranty Service Policy.

 

Contract Support Service levels
Annual support service agreements are available for standard business hours, which includes 5 x 8 support, or Premium business hours, which includes 7 x 24 support. And the RMA Services 9 x 5 x 4 hrs or 24 x 7 x 4hrs are also available.

 

Installation
SANGFOR provide comprehensive installation assistance, you can purchase on-site installation services through SANGFOR Care Services or your local authorized SANGFOR partner.

 

Training
 For assist you to configure, maintain SANGFOR products better, we provide the on-site or remotely Configuration and maintain training.

 

Global Service Center
SANGFOR Global Service Center SGSC is located in Malaysia, with regionally manufacture’s engineer and partner’s certificated engineer provide timely support when your need it.

 

SANGFOR Care Service options
All customers and partners will receive:
Assistance with questions about the use of SANGFOR products
Assistance in identifying and verifying the causes of suspected errors
Solutions for identified errors or malfunctions

 

All service options include the following:
Technical support -unlimited 7x24 remotely support
Software support -unlimited update Maintenance and Major SANGFOR OS, as well as for covered "software only" products
Hardware warranty-Depending on the active service contract, the following warranty services are available:
> Return To Factory(15 Business days ship after receipt)
> Same Day Shipment (SDS Unguaranteed)
> Next Business Day Arrival (NBD Guaranteed)
> 4 Hour Arrival (9x5x4hrs or 24x7x4hrs Guaranteed)

 

*7 x 24 support is limited to Asia region now.

 

More Information
To learn more about SANGFOR Technical Support Services, contact services@sangfor.com.hk