|Items||SCS Standard||SCS Advanced||SCS Premium||SCS Premium Plus|
|Open a Case||o||o||o||o|
|Open a Support Case ||http://community.sangfor.com/plugin.php?id=service:case|
International Service Centre: +60 12711 7129 (7511)
Malaysia: 1700 81 7071
Hong Kong: +852 8125 7201
Singapore: +65 3152 9370
Thailand: +66 (0)6000 24050
Other Regions: +60 12711 7129 (7511)
|Security Level||Security Description|
|Security 1 (Critical)|
-Network or application outage, "down or unavailable".
-Impaired functionality, critically impacting customer business.
|Security 2 (High)|
-Network or application is operational but highly degrade 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.
|Security 3 (Medium)|
-Performance of the network or application is impaired with limited impact to business.
-Operations and an acceptable workaround or solution exists.
-The issue with non-critical feature or functionality.
-Successful workaround in place for a severity 2 issue.
|Security 4 (Low)|
-The issues for certain features/capabilities not impacting to business operations and no loss of functionality.
-General "how-to" questions.
|SCS Standard||Response Time||Escalation Time||Update Frequency|
|Security 1 (Critical)||20min 24×7||2 Hours 24×7||Continuous|
|Security 2 (High)||60min 24×7||12 Hours 24×7||Daily|
|Security 3 (Medium)||120min 9×5||3 Business Days 9×5||4 Business Days|
|Security 4 (Low)||240min 9×5||5 Business Days||4 Business Days|
2. Continuous Product Use Guarantee
Hardware services are an extension of services, related to hardware product usage time and life. The longer the usage time, the shorter the service life and the higher the risk, thus making it necessary to extend the product warranty. Sangfor provides equipment with the same usage time and function as a replacement if the hardware or any other part cannot be repaired within warranty.
3. Hardware Service Standards
|Service Project||Operating Hours||Delivery Period||Description|
(Return to Factory)
Monday to Friday
|5 Working Days||The RMA application should be completed and approved first. The faulty device will be repaired and sent back within 5 days of the day it was received.|
(Same Day Shipment)
Monday to Friday09:00-18:00
|Same-Day||Replacement equipment will send out same-day (Arrival Not Guaranteed).|
(Next Business Day Arrival)
Monday to Friday09:00-18:00
|Next Business Day||An engineer will arrive on-site with replacement equipment on the next business day.|
(4 Hours Arrival,
7 Days a Week)
Monday to Sunday00:00-24:00
|Within Four Hours||An engineer will arrive on-site with replacement equipment within 4 hours.|