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Support Services

With access to hundreds of pages of searchable online documentation, thousands of articles in our knowledge base and an active peer-to-peer support community of users like yourself, you may never feel the need to contact us. If you do, we take support seriously making sure you can quickly get the expert help required.

Many of our products come with 24/7 support and upgrades. For those that don’t, simply choose the level of support your business requires. Depending on the package you choose, you’ll get access to engineers directly for one-to-one support by email or telephone. Raise as many support tickets as you need to—if you’ve got a problem we want to fix it.

Our community is great for any and all questions (even feature requests and feedback), and our technical support team is there if things are not working how they should be. However you may need help with the initial installation, network integration, or routine configuration of our products. Our support team is not designed for this but don’t worry as assistance is available: Whether directly through us or your Sophos certified partner, you can benefit from comprehensive training or professional services.

And if you choose one of our Premium or Platinum Support packages (details below), you’ll gain other benefits as well. Additional features include formal service level agreements with target response and escalation times, and a technical account manager overseeing all support activity.

We’re a member of TSANet (www.tsanet.org) the worldwide vendor-neutral support alliance. This means we’ll work directly with other vendors to help solve problems that involve their technologies.

Key benefits

  • Access help 24/7 via phone, web or email
  • Get assistance in your language
  • We’ll work with other vendors on cross-platform issues

Sophos Technical Support is delivered through three packages: Standard, Premium and Platinum. Each package ensures you get the most out of your investment and that you remain protected against increasingly complex and evolving threats.

Standard Support is available around the clock, every day of the year and is included at no extra cost in all subscription licences. For perpetual licences, Standard Support must be purchased separately. Premium and Platinum Support are available for an additional fee, based on your license cost, and provide penalty-backed service level agreements.

An overview of our Standard, Premium and Platinum services

To find out more, contact your partner or Sophos account manager.

Key featuresStandardPremiumPlatinum
24/7/365 Support
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Unlimited support cases and authorized contacts
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Software downloads, updates and maintenance
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Phone, email and web-based support channels
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Access to Support Knowledgebase
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Basic incident handling
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Access to Support Forums
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Access to News Subscriptions
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Defined Service Level Agreements with Support Credits*  
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Remote Technical Consulting/Training (4 hours included per contract)  
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Priority incident and malware sample handling  
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VIP Access to dedicated Senior Technical Resource Team**  
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Online Support case management and reporting portal  
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Sophos ZombieAlert Service and Sophos WebAlert1  
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Remote Assistance Support  
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Named Technical Support Account Manager (TSAM)    
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Proactive communications and alerts    
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Performance and feature optimization    
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Enhanced SophosLabs Services    
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Championed access to Sophos resources    
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1The Sophos ZombieAlert service provides organizations with immediate warning of spam originating from their networks. Sophos WebAlert warns organizations if their website has been compromised by hackers and is hosting malware.

* For information on availability in your region, please contact your local Sophos office

** Available in most geographies. Check with your local sales team if applicable in your region.

Sophos UTM Technical Support (formerly Astaro Technical Support) is delivered through three packages: UTM Web, UTM Standard and UTM Premium.

UTM Web: Included free-of-charge with every UTM base license and offers a 72 hour bring in hardware replacement during the period of 1 year as well as unlimited access to web based self-help support such as the Sophos Knowledgebase and User forums

UTM Standard: Included with every UTM security subscription with a run time of 1, 3 or 5 years and offers a 24 hour bring in hardware replacement, automatic software updates as well as technical 10*5 support via your UTM partner

UTM Premium: This can be purchased as an optional upgrade to the Standard Support for 1, 3 or 5 years and offers a 24 hour up front hardware replacement, automatic software updates as well as 24x7 technical support direct from Sophos support engineers

An overview of our UTM Web, UTM Standard and UTM Premium services

To find out more, contact your partner or Sophos account manager.

Support LevelUTM WebUTM StandardUTM Premium
Included with Base license Subscription Premium Support Contract
Software Updates
New Software Releases Manual Automatic Automatic
Pattern Updates N/A Yes Yes
Technical Support
Service Hours - 10/5 24/7
Support Forum/Knowledgebase Yes Yes Yes
Support via Website Partner Support Desk
Open Support Cases No Yes Yes
Hardware Replacement
Hardware Replacement Level 72h bring in* 24h bring in 24h up front

* For the duration of the hardware warranty