CYBEROAM KNOWLEDGE BASE PDF

Due to essential maintenance, Cyberoam telephone support will be unavailable for approximately 8 hours on Saturday 15th February between 1am and 9am IST. To help you reach us with ease, we provide a range of communication channels that include email, live chat, phone and support via customer portal. Our well defined support tiers ensure faster and apt resolution of your queries. Cyberoam GSMC is committed to ensure desired consistency, traceability and readiness to augment customer experience with excellent technical support services. For technical assistance related to after sales and deployment, contact us through. Live Chat Is there something I can help you find?

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We at Cyberoam understand your needs, and appreciate your hard efforts to keep your business running smoothly. To ensure business continuity, our best-in-class security solutions are delivered with an extensive and committed range of support services.

Committed real-time support gives you direct access to our technical support engineers, who provide your staff with immediate access to Cyberoam resources for rapid response. Our extensive support which originates from our vast knowledge base, case collection, and strong service-support ethics, ensures security, continuity and connectivity at all times.

Range of programs Cyberoam Support Programs offer a comprehensive range of support services that best suit your needs. Basic and Premium levels of support give you increased value and benefits based on your organizational requirements.

Cyberoam support is provided through all modes of communication — phone, web, email and chat. We ensure that your business has up-to-date protection against emerging threats saving your time and associated costs. Transparent online services All you need to do is login to your account, and from there you can see all the updates made on your ticket.

We maintain every detail about your ticket and update it frequently so that every transaction is known to you. Access case documents, narrating problems and solutions faced by our current or past customers through our Online Case Collection Centre.

This enables you to increase your internal skills and resolves your queries faster. Unlimited Support You get unlimited support for any number of questions you have. Count on us to provide you with best technical support for all your network concerns. In order for Sophos Technical Support to prioritize Incidents effectively, Sophos customers should request a Severity Level for each submitted Incident according to the levels detailed below.

NOTE: Sophos requires that all Critical and High Severity Level Incidents as such Severity Level is defined above be submitted via telephone rather than via email or the web in order to facilitate the timeliest response. Subsequent correspondence may be by one or a combination of the above communication methods.

In the event that an Incident addresses several separate problems, Sophos Technical Support will separate each problem into independent Incidents and classify such Incidents according to the Severity Levels detailed in Severity Levels defined above. Customers who encounter a problem with the Products which is identical to an Incident previously submitted and resolved, must submit a new Incident to be registered. The recurrence of the Incident will again be prioritized according to the Severity Levels detailed above.

In the event that a submitted Incident with the Products worsens, customers may request that such Incident be reclassified with a higher Severity Level. Response Sophos Technical Support will respond to every Incident submitted by customers with an acknowledgement that the Incident has been registered, assigned a Severity Level and assigned to a Sophos Technical Support engineer.

Status Updates Sophos Technical Support will provide the customer with Incident status updates at regular intervals as set out in Target Service Level Response Times below to ensure the customer is kept informed of progress in resolving each Incident. Resolution An Incident shall be considered resolved when one of the following has occurred:. Sophos Technical Support aims to handle all customer submitted Incidents in accordance with the target service times for the relevant Severity Level as outlined in Table 1 below.

The Severity Levels and service times below are intended for the percentage of Incidents that require more lengthy investigation, analysis and possibly the development of Products bug fixes or workarounds. No acceptable workaround to the problem exists. A High Severity is assigned to an Incident that is causing a significant loss of service and no workaround is available.

The problem adversely impacts customer business, but operation can continue in a restricted fashion or be alternatively routed. A Medium Severity is assigned to an Incident that is causing no loss, or only very minor loss in service. The impact is an inconvenience, which does not impede operation or customer business. All Incidents initiated by email will be assigned Medium Severity in the first instance, except those of a Low Severity level, as defined in the next column.

A Low Severity is assigned to a question concerning the operation of a Sophos product, or a suggested change to a product or to the product documentation. Multiple Support Incidents In the event that an Incident addresses several separate problems, Sophos Technical Support will separate each problem into independent Incidents and classify such Incidents according to the Severity Levels detailed in Severity Levels defined above.

Severity Level Reassignment Customers who encounter a problem with the Products which is identical to an Incident previously submitted and resolved, must submit a new Incident to be registered. Resolution An Incident shall be considered resolved when one of the following has occurred: The initial question asked has been answered A solution has been delivered for the problem initially reported A workaround has been delivered for the problem initially reported with a solution to be delivered through a future update The problem is scheduled for resolution in a future update and the customer has agreed to wait for the release of such update and does not require a workaround Target Service Level Response Times Sophos Technical Support aims to handle all customer submitted Incidents in accordance with the target service times for the relevant Severity Level as outlined in Table 1 below.

Target Status Update Frequency.

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