Astaro ASG 525 Premium Support, 3Y Sub ASGN05253PS User Manual
Product codes
ASGN05253PS
© 2011 Astaro GmbH & Co. KG – a Sophos company. Subject to change without notice.
If not agreed upon differently within the contract between the end-user and the Astaro partner, from which he
has purchased the ASG product, Support Services for ASG products will be offered to end-users within the
scope of the contract with their Astaro partner at the following levels (the following support periods always start
with the activation-key entry within the MyAstaro portal):
has purchased the ASG product, Support Services for ASG products will be offered to end-users within the
scope of the contract with their Astaro partner at the following levels (the following support periods always start
with the activation-key entry within the MyAstaro portal):
Is included free-of-charge with every ASG base license and offers a 72 hour bring in hardware replacement
during the period of 1 year as well as unlimited access to support platforms such as the Astaro Knowlegdebase
and MyAstaro.
during the period of 1 year as well as unlimited access to support platforms such as the Astaro Knowlegdebase
and MyAstaro.
Is included with every Network, Web, Mail, Wireless or Web Application Security subscription with a run time of
1, 3 or 5 years and offers a 24 hour bring in hardware replacement, automatic software updates as well as
technical 10*5 support via Astaro partners.
1, 3 or 5 years and offers a 24 hour bring in hardware replacement, automatic software updates as well as
technical 10*5 support via Astaro partners.
Can be purchased as an optional upgrade to the Standard Support for 1, 3 or 5 years and offers a 24 hour up
front hardware replacement, automatic software updates as well as technical 24*7 support via Astaro
engineers.
front hardware replacement, automatic software updates as well as technical 24*7 support via Astaro
engineers.
The following table details the structure of the support levels and services:
Support Level
Web
Standard
Premium
Included with
Base license
Subscription
Premium Support Contract
Software Updates
New Software Releases
Manual
Automatic
Automatic
Pattern Updates
N/A
Ja
Ja
Technical Support
Service Hours
-
10x5
24x7
Support Forum/Knowledgebase
Yes
Yes
Yes
Support via
Astaro Website
Astaro Partner
Astaro Support Desk
Open Support Cases
No
Yes
Yes
Customer Approved Contacts
-
5
10
Hardware Replacement
Hardware Replacement Level
72h bring in*
24h bring in
24h up front
* For the duration of the hardware warranty