UTM Support Packages
Sophos UTM Technical Support (formerly Astaro Technical Support) is delivered through three packages: UTM Web, UTM Standard and UTM Premium.
- UTM Web: Included free-of-charge with every UTM base license and offers a 72 hour bring in hardware replacement during the period of 1 year as well as unlimited access to web based self-help support such as the Sophos Knowledgebase and User forums
- UTM Standard: Included with every UTM 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 your UTM partner
- UTM Premium: This 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 24x7 technical support direct from Sophos support engineers
An overview of our UTM Web, UTM Standard and UTM Premium services
To find out more, contact your partner or Sophos account manager.
| Support Level | UTM Web | UTM Standard | UTM Premium |
|---|
| Included with |
Base license |
Subscription |
Premium Support Contract |
| Software Updates |
| New Software Releases |
Manual |
Automatic |
Automatic |
| Pattern Updates |
N/A |
Yes |
Yes |
| Technical Support |
| Service Hours |
- |
10/5 |
24/7 |
| Support Forum/Knowledgebase |
Yes |
Yes |
Yes |
| Support via |
Website |
Partner |
Support Desk |
| Open Support Cases |
No |
Yes |
Yes |
| Hardware Replacement |
| Hardware Replacement Level |
72h bring in* |
24h bring in |
24h up front |
* For the duration of the hardware warranty