Access to Certified Engineers and TRT (Technical Resource Team).
Premium Services that includes personalized Support.
Enhanced Escalation with Sophos Support.
The Support Service is available 8 X 5 (8 hours per day, 5 days per week). Support is offered in English and Spanish languages during business hours Monday to Friday 9:30 am‐ 5:30 pm (with lunch break) and can be done following ways: Remote ( via LogMeInRescue), Telephone or E-mail.
ACG Sophos Remote Premium Support will respond and work to resolve customer-submitted problems with SOPHOS, related to the Products installation, administration and operation in accordance with the response times, escalation procedures and status updates set out in this document, in order to:
Answer general questions.
Initial Firewall preconfiguration.
Deployment configuration of RED devices and or any capable Site 2 Site Tunnel.
Advanced hardware replacement for as long as your support plan is active with ACG (RMA).
Technical Support and Warranty for Sophos RED and Access Point devices.
Address issues resulting from Sophos products malfunction.
Provide help and guidance with respect to virus disinfection and the use of virus recovery/disinfection utilities provided by Sophos.
Provide help and guidance with respect to threat detection.
Provide help and guidance with respect to extended policy configuration and customer filter optimization.
Quick access to our Support Professionals, with knowledge in all Sophos Portfolio Products & Services
REMOTE SUPPORT CRITICITY AND RESPONSE
Status Definitions with Initial Response Times, since it is taken the requirement either by telephone, by E-mail or by System Tickets.
2 business hours
Catastrophic inability to complete job duties.
4 business hours
Loss of a major job duty.
8 business hours
There is a problem to be solved, but customer is still functional and has other options available.
24 business hours
General request for machine setup reformat or other tasks that are not time sensitive.
Advisor Consulting Group founded in 2007, only focused on bringing top notch technology partners, that are recognized around the world. Since the beginning, our company has been establishing routine processes to bring the best available support and knowledge collaboration, with our Partners and Customers. Customers, are our top priority, since them trusting us their networks and budget, we take carefully each step of their requirements and solutions.ACG has grown to a Multinational Level, were the strict processes rules apply, all over the Americas Region.
All our Partners and Vendors have rigorous processes to support us as top level Partners, and so do we for our customers.High level of knowledge from our advise, and latest technologies is what you may expect from us. Giving standard support for us, is not enough, we have raised the bar once again, bringing top service, and customer guidance. You'll enjoy working with us, as much as we will do with you.