2.9 Getting Support
Sophos Appliances are equipped with advanced monitoring and assistance technologies that
deliver a superior customer support experience. Every installed appliance is kept up to date and
at its operational peak with minimal administrative involvement. Sophos appliances communicate
with Sophos Technical Support every five minutes, automatically receiving anti-virus and URL
classification updates and reporting on hardware health and protection status.
You can send a support request directly from the appliance help system. Click the Sophos
Support icon in the online help’s titlebar to access this feature.
Sophos appliances also feature optional Remote Assistance via a secure reverse-tunnel SSH
connection.This lets you grant Sophos Technical Support direct remote access to your appliance
for faster problem resolution. Contact Sophos Technical Support before enabling Remote
Assistance.
Active Monitoring also delivers automatic alerts on the protection status and license validity.
Sophos Appliances with Active Monitoring deliver a new height of gateway protection, offering
the control and efficiency of an appliance and the simplicity of a managed service.
To contact your local Sophos office, see: http://sophos.com/companyinfo/contacting/
Product Warranty
Each unit comes with a three-year advanced replacement warranty to help keep networks up and
running even in the event of hardware failure. If a hardware component or entire appliance requires
replacement at any time during the first three years, Sophos will cover the costs of the new
appliance and delivery. The customer is responsible for returned unit delivery charges.
Hardware Support
All appliances carry a standard Advanced Replacement Warranty. Sophos will initiate the
replacement within two hours of a confirmed failure. Next-day delivery (not including delays from
international Customs clearing, if required) will occur according to the following cut-offs, Monday
through Friday:
Local Cut-off TimeCustomer Region
12:00 (Boston, USA)United States, Canada
12:00 (London, UK)United Kingdom, EMEA
13:00 (Paris, FR)France and Spain
13:00 (Frankfurt, DE)Germany, Switzerland and Austria
13:00 (Milan, IT)Italy
16:00 (Sydney, AU)Asia Pacific
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