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.

 
  • 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. Enhanced Support is available at no cost to Sophos partners.

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

** Enhanced Plus is a prerequisite for our Technical Account Management offering.

 

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Sophos Customers

Get further details on plans, and purchase your plan today

Contact your Sophos authorized reseller

Sophos Partners

Explore upgrade options and additional services

Speak to your Sophos account manager
 

UTM 9 Support — 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.

 
 

As a UTM9 customer, you have two options for support:

 

UTM9 Web

Included with the purchase of the UTM9 base license, the Web plan offers return and replace of hardware for the period of 1 year as well as unlimited access to web-based self-help support including Sophos Knowledgebase & User forums.

UTM9 Premium

This upgraded 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 N/A 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.

 
 

Get Started

Sophos Customers

Get further details on plans, and purchase your plan today

Contact your Sophos authorized reseller

Sophos Partners

Explore upgrade options and additional services

Speak to your Sophos account manager
 

Our experience, your peace of mind

With Sophos Professional Services you can be sure that the consultation, implementation, and configuration of our solutions are aligned with your security needs and our best practices.

 

Professional Services Key Benefits

  • Tangible Results
  • Customized Solutions
  • Expert Assistance
 
 
 

Configuration Review

  • Endpoint Security Health Check
  • Sophos Solution Architecture Design

We’ll analyze your current Sophos implementation and determine your risk profile. Next, we’ll provide a mitigation report outlining how to optimize your security policy, policy enforcement, outbreak management, and disaster recovery.

We then design and customize our installation to your specific security architecture need.

 
 

Supervised Implementation

  • Sophos Quick Start
  • Enterprise Implementation

Our rapid rollout program builds an initial best practices deployment, so your staff can quickly get your company up and running with Sophos solutions.

For larger businesses, we offer a broader, more detailed implementation approach. We will own more of the deployment process than with standard deployment.

 
 

Managed Configuration

  • Project Management
  • Managed Services Assistance

We provide guidance to our MSP community around installation, configuration and management of our Sophos solutions.

Professional Services can also assist with managing your project and allocate the proper resources within Sophos to ensure a successful and timely rollout.

 
 

Resources

Everything you need to know about professional services and more.

  • Professional Services Brochure
  • Architecture Datasheet
  • Project Management Datasheet
  • Enterprise Implementation Datasheet
 
 

Customer Benefits

  • Save time: You will be up and running quickly with remote software installation by a Sophos Security expert
  • Knowledge transfer: Receive expert advice on installation and configuration options
  • Security and efficiency: Software will be configured using best practices to ensure software performs with the highest level of security and efficiency

Who Is This Designed For?

  • Sophos Professional Services has an installation solution for any sized environment to assist and provide the simplest, and best path to achieve a secure and smooth transition
  • Ideally for new and non-certified partners who don’t yet have the technical expertise required
  • Partners who do not offer any services
 

Get Started

Sophos Customers

Get further details on plans, and purchase your plan today

Contact your Sophos authorized reseller

Sophos Partners

Explore upgrade options and additional services

Speak to your Sophos account manager
 

Support Plan Guide

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