Severity Level |
Response Time |
Escalation Time |
Update Frequency |
Severity 1 (Critical) |
20 min 24x7
|
2 hours 24x7
|
Continuous
|
Severity 2 (High) |
60 min 24x7
|
12 hours 24x7
|
Daily
|
Severity 3 (Medium) |
120 min 9x5
|
3 business days 9x5
|
Weekly
|
Severity 4 (Low) |
240 min 9x5
|
10 business days
|
Weekly
|
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 (9:00 AM-6:00 PM UTC +08)
The response times stated here are targets only. Actual response times may vary.