Support Services Guide – Enhanced, Enhanced Plus, TAM
Sophos Technical Support offers customers and partners three distinct Enhanced support service options: Enhanced, Enhanced Plus and Technical Account Manager. This Support Services Guide documents what is offered for customers who purchased one of these three support plans with respect to the operation of their Products. It also includes support services available to Sophos partners. This document does not cover UTM9 or Cyberoam products.
Capitalized terms used in this document shall have the meanings assigned to them in Sophos End User License Agreement, unless stated otherwise.
This document includes the following:
- The scope of technical support provided for the Products
- Definition of the severity levels assigned to Product issues reported by customers or partners
- Definition of technical support service level targets
- An outline of technical support escalation procedures
- A description of all other service components associated with the Enhanced and Enhanced Plus Support Plans