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About Sangfor Support

  • Img Global Config
    55
    Spare Part Centers
  • Img City
    3
    Customer Service Centers
  • Img Working
    1000+
    Certified Engineers
  • 24/7
    Online Support

SANGFOR EXCELLENT SERVICE

Sangfor emphasizes excellent service. With three Customer Service Centers in Malaysia & China, Sangfor's total customer service capacity exceeds 250 technicians and providers.

 

With thousands of certified engineers and 24/7 online support 365 days a year, Sangfor customers enjoy fast and personalized on-site service support.

Service Level

Sangfor Service is available in four levels: Standard, Advanced, Premium, and Premium Plus. Each level is capable of offering technical support, software support, and hardware maintenance.


Items
SCS Standard
SCS Advanced  SCS Premium  SCS Premium Plus 
Technical Support
o o
o
o
Software Upgrade
o
o
o
o
HRTF o
o
o
o
HSDS x
o
o
o
HNBD x
x
o
o
H244G x
x
x
o
Support Community o
o
o
o
Open a Case o
o
o
o
Live Chat o
o
o
o
Technical Resources o
o
o
o

Software Upgrade Service

In order to ensure better customer experience, Sangfor Technologies Inc. continuously optimizes previously-released versions and introduces new solutions.

With the help of remote services, the business system can continue to run the most stable software environment, thus ensuring stable operation. Of course, users have the right to choose whether to upgrade or not.

As new versions are released, more and more exciting new features will be added which are more in line with users' actual needs. When the device upgrade is complete, users will experience the latest industry technology.

Hardware Services

Hardware services guarantee that the failure of the customer's hardware equipment will be solved in the shortest time, and the normal working state of the hardware will be quickly restored. Any hardware product has the possibility of failure and seriously impacts business systems with interruptions, delays, and even shutdowns. With hardware services, we provide you with the fast hardware repair service you need.

Hardware services are an extension of services, related to hardware product usage time and life. The longer the usage time, the shorter the service life and the higher the risk, thus making it necessary to extend the product warranty. Sangfor provides equipment with the same usage time and function as a replacement if the hardware or any other part cannot be repaired within warranty.

Service Project  Operating Hours  Delivery Period  Description 
HRTF
(Return to Factory) 
Monday to Friday
09:00-18:00 
5 Working Days  The RMA application should be completed and approved first. The faulty device will be repaired and sent back within 5 days of the day it was received.
HSDS
(Same Day Shipment) 
Monday to Friday
09:00-18:00 
Same-Day  Replacement equipment will send out the same-day (Arrival Not Guaranteed).
HNBD
(Next Business Day Arrival)
Monday to Friday
09:00-18:00 
Next Business Day  An engineer will arrive on-site with replacement equipment on the next business day.
H244G
(4 Hours Arrival, 7 Days a Week) 
Monday to Sunday
00:00-24:00 
Within Four Hours  An engineer will arrive on-site with replacement equipment within 4 hours.


Note:
1. All guaranteed delivery options only available for customers located in a SANGFOR branch city and must be approved by SANGFOR Technologies prior to purchasing.
2. SDS service must be validated before 3 p.m., otherwise, the hardware will arrive the following business day.

Hardware Services

Hardware services guarantee that the failure of the customer's hardware equipment will be solved in the shortest time, and the normal working state of the hardware will be quickly restored. Any hardware product has the possibility of failure and seriously impacts business systems with interruptions, delays, and even shutdowns. With hardware services, we provide you with the fast hardware repair service you need.

Hardware services are an extension of services, related to hardware product usage time and life. The longer the usage time, the shorter the service life and the higher the risk, thus making it necessary to extend the product warranty. Sangfor provides equipment with the same usage time and function as a replacement if the hardware or any other part cannot be repaired within warranty.

Service Project  Operating Hours  Delivery Period  Description 
HRTF
(Return to Factory) 
Monday to Friday
09:00-18:00 
5 Working Days  The RMA application should be completed and approved first. The faulty device will be repaired and sent back within 5 days of the day it was received.
HSDS
(Same Day Shipment) 
Monday to Friday
09:00-18:00 
Same-Day  Replacement equipment will send out the same-day (Arrival Not Guaranteed).
HNBD
(Next Business Day Arrival)
Monday to Friday
09:00-18:00 
Next Business Day  An engineer will arrive on-site with replacement equipment on the next business day.
H244G
(4 Hours Arrival, 7 Days a Week) 
Monday to Sunday
00:00-24:00 
Within Four Hours  An engineer will arrive on-site with replacement equipment within 4 hours.


Note:
1. All guaranteed delivery options only available for customers located in a SANGFOR branch city and must be approved by SANGFOR Technologies prior to purchasing.
2. SDS service must be validated before 3 p.m., otherwise, the hardware will arrive the following business day.

Conclusion

Sangfor Services can be structured in multiple ways to meet the needs of any business. Selecting the right support plan for an organization’s needs can help make the transition to Sangfor equipment smooth and successful. It can also optimize the success realized with existing Sangfor equipment.

In deciding which Sangfor Services to purchase, organizations should ask a number of questions, including:

  • What are the business objectives of the Sangfor deployment?
  • What functions will be used to achieve the objectives?
  • What is the deployment timeline for the new Sangfor equipment?
  • How long do you want the case response time to be?
  • What is the cost of downtime to the organization?
  • What length of downtime can the organization tolerate?

Whatever the answers to those questions, Sangfor Operational and Support Services can help organizations meet their business goals more successfully - whether their infrastructure is small or exceedingly complex.