Support Packages

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
Software downloads, updates, and maintenance
Access to support knowledgebase and support forums
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
Remote consulting		2-8 hrs per year while contract is active**
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

*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.

^*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