Support Plans

Support Plans for Sophos Products*
UTM 9 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

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

Get Started

Get further details on plans, and 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