Support Plans
Find a plan that works for you
Support needs to be aligned to the needs of your organization. We also believe it should be simple and easy to use – with a highly trained technical support representative available to you 24/7.
| Enhanced | Enhanced Plus | TAM | |
|---|---|---|---|
| 24/7 multi-channel support | |||
| Software downloads, updates, & maintenance | |||
| Access to support knowledgebase and support forums | |||
| Hardware replacement (Appliances only) | Advanced | Advanced | Advanced |
| Remote assistance support | |||
| Remote consulting | 2-8 Hours | ||
| Priority case and sample handling | |||
| VIP Access to Senior Technical Resource team | |||
| Named Technical Account Manager (TAM) | |||
| Front of the line access to product information | |||
| Personalized communications and alerts | |||
| Performance and feature optimization | |||
| Enhanced escalation |
Plan Details
- Enhanced plus support plan is a prerequisite for TAM service.
- Enhanced is available for Sophos Firewall and Endpoint products but is not included in the base license, with the exception of Endpoint.
- To get advanced RMA cover for a Passive XGS Series firewall, you need Enhanced Plus Support on the Active firewall appliance it is connected to. Further details can be found in our Firewall Licensing guide.
- Enhanced Plus is available for Sophos Firewall products but is not included in the base license.
- For hardware replacement details, please see https://www.sophos.com/en-us/legal/hardware-warranty-policy.
- The number of remote consulting hours provided is based on the Sophos product you have purchased. Remote consulting hours range from 2 to 8 per year while the contract is active.
- Technical support and updates for SD-RED and Access Points follow the appliance to which the devices are associated.
- UTM 9 support plans are excluded from this option.
For further details, please see https://docs.sophos.com/support/help/en-us/services-guide/enhanced/index.html
Professional Services
Need help with implementation or configuration? Check out our service offerings.
UTM 9 Support — A simple approach to comprehensive support
At Sophos, we understand that support needs to be comprehensive and aligned to the needs of your organization. We also believe it should be simple and easy to use – with a highly trained technical support representative available to you 24/7, should you need it.
| UTM9 Web | UTM9 Premium | |
|---|---|---|
| Support level | Web | Premium |
| Automatic software updates | ||
| Software pattern updates | ||
| 24/7 multi-channel support | ||
| Support Forum / Knowledgebase | ||
| Hardware replacement | Return and replace | Advanced |
Plan Details
UTM 9 WEB Included with the purchase of the UTM9 base license, the Web plan offers return and replace of hardware for a period of one year as well as unlimited access to web-based self-help support including Sophos Knowledgebase & User forums.
UTM 9 PREMIUM This upgraded support plan provides you with 24/7 technical support direct from Sophos support engineers, access to automatic software updates and upgrades and Advanced RMA replacement.
For support on our XG Firewall products, please see the Sophos Support Plans.
Professional Services
Need help with implementation or configuration? Check out our service offerings.
Support and Services for Sophos Switches and Wireless Products
Support needs to be aligned to the needs of your organization. We also believe it should be simple and easy to use – with a highly trained technical support representative available to you 24/7.
| Included with Hardware | Included with Support and Services | |
|---|---|---|
| Support Forum/Knowledgebase | ||
| Local web management | ||
| Limited Lifetime Warranty | ||
| Hardware replacement | Return and replace | Advanced |
| Sophos Central Management/Capabilities | ||
| Firmware updates | ||
| 24/7 Phone Support |
Plan Details
Please note that the purchasing options for our previous generation, APX Series access points, differ from AP6. Further information is available in the datasheet, or download the Licensing Guide.
Sophos support access can be activated for switches and access points registered and connected to Sophos Central. For switches and access points not registered in Sophos Central, troubleshooting/debugging is limited.
Professional Services
Need help with implementation or configuration? Check out our service offerings.