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Find a Plan 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.
Enhanced | Enhanced Plus | TAM | |
|---|---|---|---|
| 24/7 multi-channel support |  | | |
| Software downloads, updates, & maintenance | | | |
| Access to support knowledgebase and support forums | | | |
| Hardware replacement (Appliances only) | Advanced | Advanced | Advanced |
| Remote assistance support | | | |
| Remote consulting | 2-8 Hours | | |
| Priority case and sample handling | | | |
| VIP Access to Senior Technical Resource team | | | |
| Named Technical Account Manager (TAM) | Add-on | | |
| Front of the line access to product information | Add-on | | |
| Personalized communications and alerts | Add-on | | |
| Performance and feature optimization | Add-on | | |
| Enhanced escalation | Add-on | |
Plan Details
- Enhanced plus support plan is a prerequisite for TAM service.
- Enhanced is available for Sophos Firewall and Endpoint products but is not included in the base license, with the exception of Endpoint.
- To get advanced RMA cover for a Passive XGS Series firewall, you need Enhanced Plus Support on the Active firewall appliance it is connected to. Further details can be found in our Firewall Licensing guide.
- Enhanced Plus is available for Sophos Firewall products but is not included in the base license.
- For hardware replacement details, please see https://www.sophos.com/en-us/legal/hardware-warranty-policy.
- 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 SD-RED and Access Points follow the appliance to which the devices are associated.
- UTM 9 support plans are excluded from this option.
https://docs.sophos.com/support/help/en-us/services-guide/enhanced/index.html
Professional Services
Need help with implementation or configuration? Check out our service offerings.Join a security partner trusted by thousands
Sophos is proud to support over 26,000 organizations with advanced email threat protection and data security. Compatible with all email services, including Google Workspace's Gmail, where you control the domain and DNS records, or through direct API integration with Microsoft 365 for even faster protection.
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Sophos follows leading security and compliance standards to help you meet regulatory requirements and stay audit-ready.
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We feel that Sophos is an ideal solution — especially for protecting against advanced threats like ransomware."
Krista Arndt
Chief Information Security Office
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