Support Request Process
To open a case, please be ready to provide:
The serial number of hardware with the issue.
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
Alternative contact(s) in the event of unavailability of the primary contact
Technical Service Hotlines:
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)||
|Severity 2 (High)||
|Severity 3 (Medium)||
|Severity 4 (Low)||
|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.