Sugon Security Product Warranty Service Commitment


  1. Warranty period and service mode

Product Type

Service Content

OnSite Service


TLFW Series Firewalls

3-Year Free

3-Year Free

DCLB Series Load Balancing

3-Year Free

3-Year Free

VPN Series Virtual Gateway

3-Year Free

3-Year Free

Battery Products

3-Year Free

1-Year Free

  1. Special Reminders:

1. Product Warranty Start Date Calculation:

(1) The warranty period from the product purchase date, that is, the purchase of Sugon products of the date of the invoice shall prevail. If the product invoice date is later than 60 natural days after the factory date, the warranty period is from the 61st natural day after the date of the product factory.

(2) If you can not provide the Sugon product purchase invoices, the warranty period will be from the Sugon products after the date of the 31st Natural Day.

2. After the Sugon and its certification body after the maintenance of the machine and components, such as the warranty period, will continue to enjoy the service commitment. Repair parts from the date of repair from the free warranty period of less than 3 months, the repair of the replacement parts of the warranty period extended to the date of repair 3 months. At that time, you need to produce the corresponding maintenance records.

3. The parts used for maintenance are good, but they will have the same excellent performance status as the new product, and are at least functionally equivalent or higher than the replacement parts.

4. Repair the replacement parts under the Sugon company, you need to maintain the original use status of the part. If for your own reasons (such as scientific research, confidentiality, etc.) require the retention of parts, please buy Sugon company related service products. If the part has been dismantled or modified, the part is out of warranty.

5. Security products do not support on-site parts replacement, such as in the event of a hardware failure to return to plant repair.

6. User-Purchased "spare parts free and hard drive recovery" service, applicable to Sugon equipment factory configuration parts and hard drives, expansion parts, hard disk does not enjoy this service.

7. Parts not listed in the table, the warranty period please consult Sugon Company.

  1. Service Procedure and response time

1. When you repair, you need to provide the following information:

(1) Product type (model)

(2) Product serial number (S/N)

(3) The specific configuration of system hardware and software

(4) System error message

(5) Detailed fault description

(6) User units, contacts, contact information and detailed address

2. Telephone response time limit

Sugon Onsite Warranty provides for dispatch of a Sugon technician to your site to provide repair of your system in the event of an issue, which is the service of 4hr on-site response time in a 24x7 service window.

Sugon Company's products to implement the national scope of UNPROFOR. About Sugon products technical advice and hardware repair can be from Monday to Friday every morning from 8 o'clock to 20 o'clock in the evening (weeks 6th early 9 to 18 o'clock in the evening) Call Sugon after-sales Service hotline: 400-810-0466, by the Sugon company professional agents for your answer. In addition to the above time, 12 hours per night, and national holidays, Sugon Company will be to each call hotline to provide voice messages or manual records of the service, the content of your calls to record, and at the time of the agent to reply to you as soon as possible. If your Sugon product needs to be serviced by an engineer, the engineer will contact you within 2 hours after you call the 400 hotline to determine the specific service matters.

3. Onsite service Response time limit

During the warranty period through the telephone guidance can not solve the fault, Sugon company to provide on-site services, Sugon Company technical Service personnel will be with you to determine a good maintenance program after the 2nd day of arrival on the scene (or in transit). If there is no Sugon service, there is a need to increase transit time on site service. Where there are geographical barriers, the road is not developed or the public transport is not suitable for the regular travel of the area, as well as in the provision of services in the process of other unexpected factors, the cause of force majeure, technical service personnel will take the initiative to negotiate with you to arrive at the site time.

Sugon Company's normal working hours are: every Monday to Friday (except for national legal holidays), 9:00 to 18:00. Rest time due to the geographical differences throughout the country, please take the local Sugon company to serve the specific circumstances of the organization prevail.

  1. The scope of warranty service

1. This commitment is limited to March 31, 2015 (excluding) after the purchase of Sugon safety products and accessories, this date (including) before the factory Sugon safety products and accessories, please refer to the same period of Sugon issued the standard warranty service commitment. Other products or promotional items sold in the same contract with Sugon safety products and accessories shall be executed according to the respective standard warranty service of the product. Warranty Service Area is limited to mainland China, Hong Kong, Macao excepted.

2. Security products, VPN products when the initial installation and configuration by the Sugon company free of charge, such as user reasons need to two times door-to-door installation and commissioning, reconfiguration, need you to purchase the relevant Sugon company service products.

3. Within the scope of the law, the company may choose to take repair, replacement or return to provide the promised warranty service.

4. Please do not hesitate to accept the service before you believe that the value of information, data, procedures for backup or retrieve, Sugon and its certification services only responsible for product maintenance and testing, within the scope of the promised services, inconvenience to provide any data recovery and backup. Sugon and its certification services do not assume responsibility for damage or loss of information, data, programs, or storage media and direct and indirect losses (such as equipment downtime, data loss, etc.).

5. Any organization or personnel (such as vendors) to install all the non-Sugon parts, Sugon does not assume warranty liability. Any additional commitments made by any institution or person (such as a vendor) to you in respect of the product and its ancillary hardware and software that you purchase, such as the seller, will not be held responsible for the Sugon, and you shall request written proof from the institution or person making the undertaking to ensure that these additional commitments are honoured.

6. Sugon and its certification body to provide you with the replacement of the machine and parts replacement, the original machine or defective parts will be the Sugon or its certification body to recover and enjoy ownership. For your requested storage media recovery requirements, you need to buy Sugon company related services products.

7. For services beyond the scope of the commitment, or outside the warranty period, Sugon company to provide related services products to meet your needs, specific matters can be consulted Sugon service hotline.

8. In order to meet your higher level of personalized service needs, you can choose to purchase different kinds of "service products" for you to buy the Sugon hardware products standard service upgrades, enjoy a more comprehensive Sugon professional services.

9. The following conditions are not covered by warranty:

    • No Sugon logo Products (equipment serial number, part serial number);

    • User alteration, replacement of Sugon product identification and part number;

    • Product machine or parts have been beyond the warranty period;

    • Failures caused by the forgetting of various passwords;

    • Use pirated or other unauthorized software, failure or damage caused by non-public offerings;

    • Due to the accidental infection of computer viruses or other malicious software, illegal intrusion caused by the fault;

    • Failure of random configuration software systems (such as software configuration files, RAID configurations, BIOS settings, coms settings, etc.) as a result of misoperation;

    • Failure or damage caused by the use of non-Sugon factory parts;

    • Failure or damage caused by the installation, repair, alteration, addition or demolition of a non-Sugon authorized institution or person;

    • Consumption materials (batteries, enclosures, connectors, etc.) natural consumption, wear and aging;

    • Failure or damage caused by the work environment specified in the light product (such as high or low temperature and humidity) wet, ph high environmental conditions, power supply voltage instability, no good grounding, electromagnetic interference, electrostatic interference, improper input voltage, etc. due to natural disasters (such as Lightning, fire, Earthquake, etc.) cause of fault or damage;

    • Others are obviously due to accidental or man-made causes (such as dust accumulation, liquid injection, external impact, transport, handling, extrusion, wear, fall, improper plug and so on) caused by the fault;

  1. Special Tips

1. If the present undertaking violates the relevant laws and regulations of the State, the relevant laws and regulations shall prevail.

2. If the present undertaking is inconsistent with the relevant terms and conditions stipulated in the "Sugon Server Sales Contract", the relevant terms and conditions of "Sales contract" shall prevail.

This warranty policy applies only to China mainland. If you need to know about other regional warranty policies, please contact for more information.

Application faults


1. There are bad sectors of hard disk

Confirm the method used by the user to detect bad sectors of hard disk. If they are tested with the third party recognized software, issue an order for repair;

If the bad sectors of hard disk are judged according to the error report of an application, the user is suggested to have detection again with the disk scanning procedures built in the operating system, and if there are also bad sectors damaged, send an order for repair.

2. The system is powered off automatically after running for a period of time

First confirm whether the power supply is normal, whether there is an external UPS, and exclude the power environmental factors;

Understand the time of automatic power failure of server, if the time is short, enter BIOS first, and wait for a period of time, if the fault occurs again, judge it as the hardware fault, and issue an order for repair;

Confirm the reminding or status before restarting or power off: when reminding the error information of some applications or reminding the time of power off, confirm which application, and uninstall it, or detect and kill the virus.

Detect and kill the virus (if necessary, detect the virus in safety mode).

If the problem above is still not solved, issue an order for repair.

3. Shutdown during system running

Collect the information before and after occurring of fault:

Whether the hardware configuration has been changed; whether there is third party hardware; in case of change of hardware, restore the factory configuration for observation;

Confirm the machine running environment, temperature and dust, and judge whether the problem is caused by over-heating;

Guide the user to enter BIOS, and observe under BIOS mode, and observe the fault occurs again within the same time; if not, examine the operating system and other software, and reinstall the system for test.

If the above is in vain, issue an order for repair.


Telephone Service


Online Service

(Submit Online, 12 Hours Of Feedback)

Support Format: Wrod,Excel,Jpg,Png.

Dawning Information Industry Co.,Ltd. Sugon Building, No.36 Zhongguancun Software Park, No.8 Dongbeiwang West Road, Haidian District, Beijing 100193

Tel:+86 400-810-0466

Fax:+86 10-56308222

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