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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.

Highlights

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.

  • 24x7 Multi-channel Support provided by Sophos
  • For appliances, Advanced Hardware replacement for as long as your support plan is active
  • Comprehensive suite of services built to match your organizational needs
  • Premium services that include personalized support
  • Follow-the-sun delivery provides expert assistance when and where you need it
  • Automatic software downloads and updates
 
 
 

Compare Support Features

Enhanced 1

Enhanced Plus 2

TAM
24/7 multi-channel support  
Software downloads, updates, & maintenance  
Access to support knowledgebase and support forums  
Warranty (Appliances only)3  
Hardware replacement (Appliances only) Advanced Advanced  
Remote assistance support  
Remote consulting4   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    
Emergency Onsite Support    

1 “Enhanced” is available for Sophos Firewall Manager and iView software products, but is not included in the base license, with the exception of Endpoint.

2 “Enhanced Plus” is available for Sophos Firewall Manager and iView software products, but is not included in the base license.

3 Warranty valid as long as support contract active (5 year EOL)

4 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 RED and Access Point follow the appliance to which the devices are associated. For extended hardware warranty, the appliance must be covered under an Enhanced Plus support plan.

* UTM 9 support plans are excluded from this option

 

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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.

Sophos UTM9 Technical Support plans are designed to support our UTM9 products.*

As a UTM9 customer, you have 2 options for support:

UTM9 Web: Included with the purchase of the UTM9 base license and offers return and replace hardware replacement for the period of 1 year as well as unlimited access to web based self-help support such as the Sophos Knowledgebase and User forums.

UTM9 Premium: This support plan provides you with 24x7 technical support direct from Sophos support engineers, access to automatic software updates and upgrades and Advanced RMA replacement.

 
 

Support level

UTM 9 Web

UTM 9 Premium
Included with Base license Premium Support Contract

Software Updates
New Software Releases Manual Automatic
Pattern Updates N/A Included with purchase of software

Technical Support
Service Hours - 24/7, Phone, Email
Support Forum/Knowledgebase Yes Yes

Hardware Replacement
Hardware Replacement Level Return and Replace Advanced

*For support on our XG Firewall products, please see the Sophos Support Plans.

 
 

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