Sophos UTM Premium Support, RNW, 250u, 12m ASSN02501PSR User Manual

Sophos UTM Support Services Guide

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UTM (new licensing) & accessories

Support Services

The following services are – if not agreed upon differently within the contract 
with the Sophos partner – included within the Sophos Support Services:

Software Updates
Automatic download and installation of new software releases 
and pattern updates (with administrator notification).

Technical Support
Support via email, web and telephone (either from a certified Sophos partner or directly 
from Sophos. For further information, please refer to 

Hardware Replacement for Sophos UTM Hardware

72h bring in:

 The customer sends the defective device to Sophos at their own risk 

and expense. A replacement unit will be sent out within 72 hours following receipt of 
the defective device. If a customer receives a broken unit (DOA), they will be entitled 
to a 24 hour upfront service – valid for the first 30 days from the purchase date.

The 72h bring in service is valid throughout a period of 1 year.

24h bring in:

 The customer sends the defective device to Sophos at their own risk 

and expense. A replacement unit is sent out within 24 hours following receipt of the 
defective device. If a customer receives a broken unit (DOA), they will be entitled to 
a 24 hour upfront service – valid for the first 30 days from the purchase date.

The 24h bring in service is valid throughout the purchased 
subscription period of 1, 3 or 5 years.

24h up front:

 The customer sends the defective device to Sophos at 

their own risk. A replacement unit will be sent out within 24h after 
notification and receipt of an RMA number at Sophos’ expense.

The 24h up front service is valid throughout the purchased UTM 
Premium support upgrade contract of 1, 3 or 5 years.