Subject: Re: Support case migration: Your new case number is 03024723 [ ref:_00D301GN6a._5003Z16ATCA:ref ]
From: Ashish Dabral <[email-masked]>
To: saurabh <[email-masked]>
Date: Fri, 21 Aug 2020 06:58:13 -0700 (MST)

Defective Unit Serial number & License ID: 
======================= 
[ C1B0CCKTJ2X98BD ] 

Defect with unit: 
============= 
[All Lan ports are not working. We tried to access device using USB serial cable & Serial console cable, however, we were not able to access firewall ] 

Is the device part of a HA/Cluster 
========================== 
No 

Required Firmware: 
================ 
Latest Available UTM 9 [ SFOS 17.5.9 MR-9.HF062020.1] 

Shipping Info: 
=========== 
Company: Cherry E-Commerce Services Pvt. Ltd. 

First Name: Ashish 
Last Name: Dabral 
Email: [email-masked], [email-masked] 
Telephone: +91-9717544614 

Delivery Address: A-72, Sector- 2 
Zip Code: 201301 
City: Noida 
Country: India 

Regards, 
Ashish Dabral 

From: "saurabh" <[email-masked]> 
To: "Ashish Dabral" <[email-masked]> 
Sent: Friday, August 21, 2020 7:07:21 PM 
Subject: Fwd: Support case migration: Your new case number is 03024723 [ ref:_00D301GN6a._5003Z16ATCA:ref ] 

Regards, 

Saurabh Dadu 
LiveSalesman 

Begin forwarded message: 

From: Sophos Support <[email-masked]> 
Date: August 18, 2020 at 4:48:27 PM GMT+5:30 
To: Saurabh Dadu <[email-masked]> 
Subject: Re: Support case migration: Your new case number is 03024723 [ ref:_00D301GN6a._5003Z16ATCA:ref ] 

BQ_BEGIN

Hello Saurabh, 

As discussed kindly fill the RMA form so that we can proceed further. 

Please complete the form below (Please fill all the parameters): 

Defective Product: 
============== 
[e.g. Refurbished ASG120 Rev2 or New ASG220 rev3 (DOA) or RED rev.2] [ Please do not forget to mention revision number of hardware appliance] 

for RED/AP power supply type: AU,UK,US,EU or JP 

Defective Unit Serial number & License ID: 
======================= 
[ Please enter serial number & license ID here] 

Defect with unit: 
============= 
[ Please describe the issue in detail] 

Is the device part of a HA/Cluster 
========================== 
Yes/No 

If yes, please provide the Unit Serial number of the devices: 

Required Firmware: 
================ 
Latest Available UTM 9 [ Please enter UTM software version here ] 

Shipping Info: 
=========== 
Company: 

First Name: 
Last Name: 
Email: 
Telephone: 

Delivery Address: 
Zip Code: 
City: 
Country: 

Please, contact us if you have any further query in these regards. 

--------------- Original Message --------------- 
From: Saurabh Dadu [[email-masked]] 
Sent: 8/18/2020 2:10 PM 
To: [email-masked]; [email-masked] 
Subject: Re: Support case migration: Your new case number is 03024723 [ ref:_00D301GN6a._5003Z16ATCA:ref ] 

Dear Sirs, 
This is still pending, and we are functioning without a firewall. Kindly urgently send us a new firewall and collect your old firewall. 
Saurabh Dadu 
LiveSalesman 
India: +91 120 4332621 x 17 
US: 1 240 949 2437 
Cell: +91 9810175203 

From: Ashish Dabral <[email-masked]> 
Sent: 18 August 2020 2:04 PM 
To: Saurabh Dadu <[email-masked]> 
Subject: Fwd: Support case migration: Your new case number is 03024723 [ ref:_00D301GN6a._5003Z16ATCA:ref ] 

Regards, 
Ashish Dabral 

From: "Sophos Support" <[email-masked]> 
To: "Ashish Dabral" <[email-masked]> 
Sent: Monday, August 17, 2020 7:41:02 PM 
Subject: RE: Support case migration: Your new case number is 03024723 [ ref:_00D301GN6a._5003Z16ATCA:ref ] 

Hi Ashish . 

This is regarding your service request number 03024723 

Just a quick email to see if there is an update on this case, I notice we have not heard from you since Aug 13th, 2020. Please can you provide information regarding any developments with the case or if the reported issue has now been resolved? 

Just to let you know, my shift timings for the current month is 11:30 to 20:30 IST (GMT + 05:30) from Monday to Friday 

--------------- Original Message --------------- 
From: Sophos Support [[email-masked]] 
Sent: 8/16/2020 11:57 PM 
To: [email-masked] 
Subject: Support case migration: Your new case number is 03024723 [ ref:_00D301GN6a._5003Z16ATCA:ref ] 

Hello Ashish , 

Sophos Support has transitioned to a new case management system! As you have an active case during the transition, your existing case <10037422> has been closed and a NEW case has been created. 

Your new case number is: 03024723 

I will continue to communicate with you through email on this case, until it is resolved to your satisfaction. You may respond to this email to ask any questions or provide additional details on the case. 

You will also receive a separate email with a link to your new case, which will direct you to our new [ https://support.sophos.com/support | Support Portal ] . From the Support Portal, you'll be able to create and manage your support cases, chat real-time with a support engineer and search our knowledgebase. 

Register for the new Support Portal by going to [ https://support.sophos.com/support | https://support.sophos.com/support ] 

Registration is quick and easy. Just click on the green "Click Here to Register" button. Use your existing SophosID (or create a new one). 

Find the latest information or get help on our [ https://community.sophos.com/support-portal/ | Support Portal Community ] page. 

Please don't hesitate to ask if you have any questions. 
Regards, 

Krutika Newad 
Sophos Technical Support 
https://www.sophos.com/en-us/support/contact-support.aspx 

ref:_00D301GN6a._5003Z16ATCA:ref 

Regards, 

Krutika Newad 
Sophos Technical Support 
https://www.sophos.com/en-us/support/contact-support.aspx 

Regards, 

Krutika Newad 
Sophos Technical Support 
https://www.sophos.com/en-us/support/contact-support.aspx 

BQ_END