Enhanced Support

Knowing that your Sophos Firewall purchase is backed by Highly trained, 24/7 Technical Support staff gives a warm comfortable feeling.

All Sophos Firewall purchased with a Protection Plan subscription (Standard or Xstream or Monthly Plan) are backed by 24/7 Technical ENHANCED Support.

The ENHANCED SUPPORT plan can be upgrade to ENHANCED PLUS or TAM plans at an additional cost.

The key features of the support plans are listed here;

 

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    

 

 Full support plan details can be found here;

https://www.sophos.com/en-us/support/technical-support.aspx