Sophos support tiers, explained.
Every Sophos Firewall protection bundle includes Enhanced Support. If you need faster access, a named contact, or extended hardware cover, Enhanced Plus is the upgrade. Here is the difference so you pick the right level.
Not sure what you need? Get a quote or call 1-833-283-7373.
Enhanced or Enhanced Plus?
Enhanced Support comes with any Standard or Xstream bundle. Enhanced Plus is a paid upgrade for sites that cannot afford to wait.
| Enhanced Supportincluded in bundles | Enhanced Pluspaid upgrade | |
|---|---|---|
| 24/7 support access | ✓ | ✓ |
| Firmware and feature updates | ✓ | ✓ |
| Advanced-replacement hardware warranty | ✓ | ✓ |
| VIP support access | — | ✓ |
| Hardware warranty for add-on modules | — | ✓ |
| Technical Account Manager (TAM) option | — | ✓ |
| HA: Advanced RMA on the passive device | — | ✓ |
Enhanced Support is included in the Standard and Xstream Protection bundles and is required for firmware updates and customer support. Enhanced Plus is an optional upgrade. In an Active/Passive high-availability pair, Enhanced Plus is required on the primary device to be eligible for advanced replacement (Advanced RMA) on the passive device.
Where the Technical Account Manager (TAM) fits
A TAM is a named Sophos contact who knows your environment and helps with planning, escalations, and reviews. It is an option available with Enhanced Plus, not a separate support tier you buy on its own. If you want a dedicated point of contact, ask us to include it in an Enhanced Plus quote.
A Base License alone does not include support
The Base License that comes with your appliance is perpetual, but on its own it does not receive firmware or feature updates, Sophos Central management, or access to Sophos customer support. You get only a 7-day allocation of Central Firewall Reporting. To unlock updates, management, and support, you must add a support subscription or a protection bundle. In practice, every production firewall needs Enhanced Support at a minimum.
Which level fits you?
It comes down to how quickly you need help and hardware if something fails.
Enhanced covers most businesses
24/7 access, updates, and advanced-replacement hardware are included with your bundle.
Enhanced Plus for critical sites
VIP access and a named Technical Account Manager if downtime is costly or you run remote sites.
Running a firewall pair?
If you deploy Active/Passive HA, Enhanced Plus on the primary keeps the passive unit eligible for advanced replacement.
whichever level you choose
Tell us your model and how critical the site is, and we will recommend Enhanced or Enhanced Plus, quote it, and reply in two to three business days.
Support on a monthly term.
You do not have to commit to years to be covered. Enhanced Support is built into the monthly Standard and Xstream subscriptions, so you get 24/7 access, firmware updates, and advanced-replacement warranty whether you pay monthly or multi-year.
Standard, monthly
Network and Web Protection with Enhanced Support included, billed monthly.
Xstream, monthly
The full Xstream bundle with Enhanced Support included, billed monthly.
Enhanced Support comes with these monthly subscriptions at no extra line item. Want Enhanced Plus on a monthly term instead? Tell us your model and we will quote it.
Support questions.
Is support included with the firewall?
Enhanced Support is included in the Standard and Xstream Protection bundles. A Base License on its own does not include support, so you add support to receive firmware updates, Sophos Central management, and customer support.
What does Enhanced Plus add?
VIP support access, hardware warranty for add-on modules, and the option of a named Technical Account Manager. It is a paid upgrade over the Enhanced Support included in your bundle.
Do I need Enhanced Plus for a high-availability pair?
To get advanced replacement (Advanced RMA) on the passive device in an Active/Passive HA setup, Enhanced Plus is required on the primary device.
What is advanced-replacement warranty?
If your appliance fails under warranty, Sophos ships a replacement before you return the faulty unit, so you are not waiting on a repair to get back online.
Pick the right support level for your site.
Tell us your model and how critical the location is, and we will recommend Enhanced or Enhanced Plus, quote it, and reply in two to three business days.