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.

 EnhancedEnhanced PlusTAM
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 HardwareIncluded 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.

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Sophos Customers

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Sophos Partners

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