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Service level targets

Definition

Response

Sophos Support will respond to every Case submitted by customers or partners with an acknowledgement that the Case has been registered, assigned a Severity Level and assigned to a Sophos Support engineer.

Status Updates

Sophos Support will provide the customers or partners with Case status updates at regular intervals (as set out in section Target Service Level Response Times below) to ensure the customers or partners are kept informed of progress in resolving each Case.

Resolution

A Case 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 customers or partners has agreed to wait for the release of such update and does not require a workaround

Target Service Level Response Times

Sophos Support aims to handle all submitted Cases in accordance with the target service times for the relevant Severity Level as outlined below.

Severity level Target response time Target status update frequency
Critical Within 4 hours Daily, or as agreed with the customer/partner
High Within 8 hours Every business day, or as agreed with the customer/partner
Medium Within 24 hours As agreed with the customer/partner
Low Within 24 hours As agreed with the customer/partner

Note

In practice, a high percentage of Cases are resolved by Sophos Support during the first telephone call or email interaction. The Severity Levels and service times are intended for the percentage of Cases that require more lengthy investigation, analysis and possibly the development of Products bug fixes or workarounds.