If you are running Linux virtual servers on VMWare or Citrix, Sophos will offer support on the basis of commercially reasonable efforts in accordance with Sophos’s standard business practices.
As virtualization technology is intended to replicate the physical computing experience, Sophos believe that its software will operate within any virtual environment as well as if it was installed on a physical environment. Therefore, Sophos offers reasonable endeavours support for virtualization on the assumption that the problem can be replicated on a physical environment.
In this case, Sophos will investigate the issue using our existing maintenance process. However, if the problem only exists in the virtual environment then this indicates a difference between the virtual and the physical environment and it may be a problem that the virtualisation vendor needs to solve.