Case Handling

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Support Request Process

To open a case, please be ready to provide:

The serial number of hardware with the issue.
Software version.
Configuration data.
A 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:

Primary contact name
Primary contact telephone number
E-mail information
Alternative contact(s) in the event of unavailability of the primary contact

(Failure to provide this information may result in longer response times.)

Contact us in one of two ways

Call:
International Service Centre: +60 12711 7129 (7511)
Malaysia: 1700 81 7071
Hong Kong: +852 81257201
Singapore: +65 3152 9370

Email: tech.support@sangfor.com

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 an R&D support team.

Severity Level	Severity Description
Severity 1 (Critical)	• Network or application outage, “down or unavailable”. • Impaired functionality, critically impacting customer business
Severity 2 (High)	• Network or application is operational but highly degraded performance to the point of major impact on usage. • Continuous or frequent instabilities affecting customer business or network operations. • Inability to deploy a feature, function or capability • Successful workaround in place for a severity 1 issue
Severity 3 (Medium)	• Performance of the network or application is impaired with limited impact on business operations and an acceptable workaround or solution exist. • The issue with non-critical feature or functionality • Successful workaround in place for a severity 2 issue
Severity 4 (Low)	• The issues for certain features/capabilities not impacting to business operations and no loss of functionality. • Documentation issues. • General "how-to" questions

Response & Escalation Times

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.

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Case Handling Process

Support Request Process

To open a case, please be ready to provide:

Clear contact information in the event of call-back:

Contact us in one of two ways

Severity Definitions

Response & Escalation Times

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