Cyberoam Technologies Pvt. Ltd.

Document Reference: GSMC-ITSM-PD-SLA and Escalation Matrix-v1.1 Date: 23-May-13

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Technical Support SLA and
Escalation Matrix





We, at Cyberoam value our customers and their needs. Although we are continuously trying to
make our product as the best UTM appliance, at times there are some incidents which need
immediate attention. For those incidents we have established our own Global Support
Management Centre (Cyberoam - GSMC) at India. Our in-house support centre caters to the
urgent needs of our customers / partners by providing timely and accurate support. Our GSMC
comprises of Engineers providing round the clock support, where every call is monitored and
evaluated on technical and quality assurance parameters.

Teams defined:

1. Customer Support Executive Team: Every incident that is reported via phone, is being
picked by members of this team. A reference service request is created after taking relevant
information from the customer. The Customer Support Executive then assigns a priority to the
service request and then assigns it to the right queue.

2. Evaluation Team: Once the service request is created either by the Customer Support
Executive Team, or via the customer portal, or through the mail alias [email protected], or
via live support chat, the Evaluation Team Engineer starts working on the case depending on the
Priority of the case. Priority is based on certain parameters which are predefined and have been
decided after taking various parameters into consideration. The maximum time-frame for them to
work on the reported issue is 1 to 4 business days depending on the priority of the case and that
too is pre-defined.

3. Level 1 Team: These are more experienced engineers than Evaluation Team Engineers and
are more technically competent as well. If Evaluation team is not able to solve the reported
incident, it is escalated to this team or, if the priority of a service request is higher the service
request is escalated to this team. The maximum time-frame for them to work on the reported
issue is 1 to 4 business days depending on the priority of the case.

4. Level 2 Team (Tech Leads): These engineers are the most experienced engineers in the
team, and can easily diagnose complex problems. If L1 team is not able to solve a reported
incident, it gets escalated to Tech Leads. The maximum time-frame for them to work on the
reported issue is 1 to 4 business days depending on the priority of the case.

5. Customer Engineering (CE) Team: This is the team who has designed the product.
Developers and Quality assurance engineers work in this team. If a Tech Lead is not able to
resolve a problem it is escalated to this team. They try to recreate the issue and find either a
solution or a workaround. The maximum time-frame for them to work on the reported issue is 1 to
5 business days.
Cyberoam Technologies Pvt. Ltd.
Document Reference: GSMC-ITSM-PD-SLA and Escalation Matrix-v1.1 Date: 23-May-13


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Priorities defined

Priority 1 (P1): Critical Network is "down" or there is a critical impact to business
operations. You and Cyberoam will commit all necessary resources round the clock to
resolve the situation.


Priority 2 (P2): High Operation of an existing network is severely degraded, or
significant aspects of business operation are negatively affected by inadequate
performance of Cyberoam products. You and Cyberoam will commit full-time resources
during normal business hours to resolve the situation.

Priority 3 (P3): Medium Operational performance of the network is impaired, but most
business operations remain functional. You and Cyberoam will commit resources during
normal business hours to restore service to satisfactory levels.

Priority 4 (P4): Low Require information or assistance with Cyberoam product
capabilities, installation, or basic configuration. There is little or no effect on your
business operations.

Escalation Guidelines

We follow an approach where all the incidents are handled in the most proficient manner

1. As soon as an incident is reported a service request is generated and the customer
/ partner are informed about the Reference service request number.

2. As per the incident reported, a Priority is assigned to each and every incident.

3. If it is a P2, P3 or P4 case, the case is handled by the Evaluation team.

4. The first response to the customer / partner support is sent within 1 Hour for
24x7 premium support subscriptions and 4 Hours for 8x5 basic support
subscriptions.

5. If and only if it is a P1 case, then the case is directly escalated to the Level 1 Team.

6. If Evaluation Team is not able to resolve the incident within the pre-defined
timeline as set in the incident matrix, the very next day the service request is
escalated to Level 1 Team.

7. If Level 1 Team is not able to resolve the incident in within the pre-defined timeline
as set in the incident matrix, the service request is escalated to Level 2 Team (Tech
Lead) or if the issue is complex in nature then a level 1 Team engineer can directly
Cyberoam Technologies Pvt. Ltd.
Document Reference: GSMC-ITSM-PD-SLA and Escalation Matrix-v1.1 Date: 23-May-13


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escalate the case to CE Team.

8. In case a Level 1 Team engineer feels its a complex issue; the same is escalated
to Level 2 Team on the same day.

9. If Level 2 Team is not able to resolve the incident in within the pre-defined timeline
as set in the incident matrix, the service request is escalated to CE Team.

10. CE team works on the issue along with Level 2 or Level 1 Engineers. Based on the
issue complexity, they either provide a solution to the customer, Or a work around
solution which can resolve the issue temporarily Or If identified as a product bug
or a Feature Enhancement Request, a reference tracking ID would be provided to
the customer.

11. Every incident is updated on a daily basis.

12. Support Subscriptions : 8x5 Basic Support
24x7 Premium Support




Click to read more.
http://www.cyberoam.com/mcontracts.html

8x5 Basic Support Plan 24x7 Premium Support Plan
Timings 10AM - 6PM (Local Time Zone) Anytime during the day
Web Based Support Yes Yes
Phone Based Support Yes Yes
Chat Based Support Yes Yes
Number of support incidents per
annual subscription Unlimited Unlimited
First Response Time 4 Hours 1 Hour
Onsite Support Services* - Fee Based Service
Software & OS Upgrades and Patches Yes Yes
Hot Fixes and Enhancement upgrades Yes Yes
Signature & database update Yes Yes
Limited Hardware warranty & Yes Yes
Return and Replacement policy 10 Days 4 Days
Advanced Hardware Replacement - Yes
Product Documentation and Guides Yes Yes
Technical Trainings - CCNSP & CCNSE
Certifications Fee Based Fee Based
Online Demo Yes Yes
Version Release Notes Yes Yes
One, two and three (1, 2 and 3) Year
Renewals Yes Yes
Technical Support
Software Support
Hardware Warranty
Customer Portal
Support Renewals
Cyberoam Technologies Pvt. Ltd.
Document Reference: GSMC-ITSM-PD-SLA and Escalation Matrix-v1.1 Date: 23-May-13


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Incident Matrix




Escalation Management Notification and Briefing

Our internal escalation process is intended to notify and brief various levels of management
throughout the life cycle of technical issues. This ensures that the appropriate resources within
Cyberoam are utilized to resolve outstanding technical problems as efficiently as possible. The
following schedule shows the manager receiving notification, and the elapsed time at which
notification is given, according to the Priority Level; escalation continues until the issue has been
resolved or a satisfactory workaround has been implemented:



















Priority
Max Time Frame Allowed (for
resolution)
Escalation Teams Assigned
P1 To be solved on the same day itself;
Hot transfer if shift changes
To be escalated if not
solved within 1 business
day
Level 1Team -> Level 2Team -> CE Team
(If required)
P2 2 business days To be escalated if not
solved within 1 business
days
Evaluation Team -> Level 1 Team -> Level
2 Team -> CE Team (if required)
P3 4 business days To be escalated if not
solved within 2 business
days
Evaluation Team -> Level 1 Team
P4 Preferably On call resolution; 4
business days
To be resolved, no
escalation required
Evaluation team
Person Notified P1 Hours P2 hours P3 Hours P4 hours
Manager - Cyberoam GSMC 24 48 96 96
Head - Cyberoam GSMC 48 72 120
VP - Products 73 96 144
Cyberoam Technologies Pvt. Ltd.
Document Reference: GSMC-ITSM-PD-SLA and Escalation Matrix-v1.1 Date: 23-May-13


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How to contact us:

Cyberoam Technologies Pvt. Ltd.
Global Support Management Centre (Cyberoam - GSMC)
Ahmedabad - India

You can report your incidents to us through the following ways:

1. Preferred way

Login to https://customer.cyberoam.com and create a service request, this will help us in
providing a faster resolution to incidents reported by you.



2. Phone:

Region Toll Free Number Non Toll Free Number

North America +1-877-777-0368 +1-973-302-8446

Europe +44-808-120-3958 +44-203-355-7917

APAC +1-877-777-0368 +1-973-302-8446


Middle East & Africa +1-877-777-0368 +1-973-302-8446


India 1-800-301-00013
+91-79-66065777





Before calling please keep this information handy, as it will help us in providing a faster
resolution:

1. Your Name:
2. Your Organization Name:
3. Your Email ID:
4. Your Phone Number:
5. Cyberoam Appliance Key (Must):
6. Cyberoam Version Number:









Cyberoam Technologies Pvt. Ltd.
Document Reference: GSMC-ITSM-PD-SLA and Escalation Matrix-v1.1 Date: 23-May-13


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3. Email:
mailto:[email protected]

Along with your issue, please mention this information in your mail as well:

1. Your Name:
2. Your Organization Name:
3. Any other preferred Email ID:
4. Your Phone Number:
5. Your preference method of contact: (email/phone)
6. Cyberoam Appliance Key (Must):
7. Cyberoam Version Number:

4. Chat:

Please visit to http://www.cyberoam.com/customersupport.html and click
on Live Chat.

Before connecting please keep this information handy, as it will help us in providing a
faster resolution:

1. Your Name:
2. Your Organization Name:
3. Your Email ID:
4. Your Phone Number:
5. Cyberoam Appliance Key (Must):
6. Cyberoam Version Number: