Shield Sophos Packages

Support Plans

Find the Support Package 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.

 

Highlights

  • 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
Advanced
Advanced
 
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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Get further details on plans, and purchase your plan today

Contact your Sophos authorized reseller

 

Support Plan Guide


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Get the Plan You Need


Compare support plans

Get Started


Contact Us to review + buy plans
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