Sophos Support Packages
Sophos Technical Support is delivered through three packages: Standard, Premium and Platinum. Each package ensures you get the most out of your investment and that you remain protected against increasingly complex and evolving threats.
Standard Support is available around the clock, every day of the year and is included at no extra cost in all subscription licences. For perpetual licences, Standard Support must be purchased separately. Premium and Platinum Support are available for an additional fee, based on your license cost, and provide penalty-backed service level agreements.
An overview of our Standard, Premium and Platinum services
To find out more, contact your partner or Sophos account manager.
| Key features | Standard | Premium | Platinum |
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| 24/7/365 Support |
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| Unlimited support cases and authorized contacts |
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| Software downloads, updates and maintenance |
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| Phone, email and web-based support channels |
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| Access to Support Knowledgebase |
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| Basic incident handling |
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| Access to Support Forums |
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| Access to News Subscriptions |
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| Defined Service Level Agreements with Support Credits* |
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| Remote Technical Consulting/Training (4 hours included per contract) |
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| Priority incident and malware sample handling |
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| VIP Access to dedicated Senior Technical Resource Team** |
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| Online Support case management and reporting portal |
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| Sophos ZombieAlert Service and Sophos WebAlert1 |
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| Remote Assistance Support |
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| Named Technical Support Account Manager (TSAM) |
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| Proactive communications and alerts |
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| Performance and feature optimization |
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| Enhanced SophosLabs Services |
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| Championed access to Sophos resources |
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1The Sophos ZombieAlert service provides organizations with immediate warning of spam originating from their networks. Sophos WebAlert warns organizations if their website has been compromised by hackers and is hosting malware.
* For information on availability in your region, please contact your local Sophos office
** Available in most geographies. Check with your local sales team if applicable in your region.