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Support Packages

At Sophos, we take a simple approach to comprehensive support with a variety of plans to meet your organization’s needs.

Our support offerings range from basic technical support to options including direct access to senior support engineers and customized delivery. No matter what your needs are, Sophos has a plan to fit your organization’s needs.

Many of our products come with 24/7 support and upgrades. For those options that don’t, simply choose the level of support your business requires. Depending on the package you choose, you’ll gain access to engineers directly for one-to-one support by email or telephone.

Additionally, our customers have instant access to our world-class knowledgebase. This section includes hundreds of searchable online documentation files, thousands of articles, and an active, peer-to-peer support community of users like you. In fact, you may never feel the need to contact us. However, if you do, rest assured we make sure you will quickly get the expert help required.

We invite you to explore our support offerings below. We’ve recently re-thought and revamped this section, to ensure that we are providing the most effective and timely support on the market today.

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.

Highlights

  • 24x7 Multi-channel Support provided by Sophos
  • Automatic software downloads and updates
  • 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

Sophos Support Plans

No matter which plan you choose, you will experience the highest level of customer service on the market. Our mission is to minimize business disruption, maximize protection, and increase the value of your investment with the appropriate level of customer support.

Support level Enhanced
(Included with Endpoint)*
Enhanced Plus TAM
24/7 multi-channel support
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Software downloads, updates, and maintenance
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Access to support knowledgebase and support forums
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Warranty (Appliances only)
Warranty valid as long as support contract active (5 year EOL)
Warranty valid as long as support contract active (5 year EOL)
Hardware replacement (Appliances only)
Advanced
Advanced
Remote assistance support
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Remote consulting
2-8 hrs per year while contract is active**
Priority case and sample handling
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VIP Access to Senior Technical Resource team
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Named Technical Account Manager (TAM)
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Front of the line access to product information
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Personalized communications and alerts
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Performance and feature optimization
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Enhanced escalation
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Emergency Onsite Support
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*Enhanced and Enhanced Plus are available for Sophos Firewall Manager and iView software products, but are not included in the base license.

**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.

To get further information and to purchase your plan today

Contact your Sophos authorized reseller

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 XG Firewall Support Plans.

To get further information and to purchase your plan today

Contact your Sophos authorized reseller