Sangfor Care Service

Provide hardware & software maintenance, technical support, troubleshoot
·Manufacture's hardware warranty = 1 year (every product)
1.Support option = Standard business hours
2.Replacement option = Advanced

Sangfor Care Services or local authorized Sangfor partner
·Sangfor Care Service options
Technical Support = 24x7 Available Remote Support
Software, Firmware update maintenance service
Hardware warranty service
On-site training or remote training

Severity LevelTechnical SupportHardware Maintenance
24 x 7
RTF: Return To Factory (5 Business days ship after receipt)
24 x 7
SDS: Same day shipment (Not Guaranteed Arrival)
24 x 7
NBD: Guaranteed Next business day arrival
Premium Plus
24 x 7
24×7×4:Guaranteed 4 hour arrival, 7 days a week
*On-site support is optional

Sangfor Warranty Policy
Hardware & Software Warranty
·Automatic start activate from 30 day after shipment for 1 year

Return Material Authorization
Before hardware repair or replace, Sangfor Support Engineer will verify first
1. Must be pre-authorized by SANGFOR and have RMA number
2. Request RMA number by call to local support (RMA Services period)
3. Sangfor Support Engineer verify case
4. If product defect, Sangfor will issue Customer an RMA number

Dead-On-Arrival (DOA)
Before replace new product, Sangfor Support Engineer will verify first
• Service since warranty start to 90 day
• Sangfor will send new replacement in one day after hardware failure been confirmed
• customer should send the failure device with original package back to the local support
within 5 days after receiving the replacement device

Repair or Replace
• Sangfor may replace or repair the Product with either a new or reconditioned Product
Technical Service (Global): +60 1271 175 11 (7129)
Technical Service (Thailand): +66 600024050
Technical Service (Indonesia): +62 001 803 492 483 403 09 (Toll-free)
Technical Service (Singapore): +65 800 852 803 4 (Toll-free)
Technical Service (Hong Kong): +852 800 931 345 (Toll-free)
Technical Service (Pakistan): +92 800 900 444 00 (Toll-free)

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