I’ve found over the last two years that Sophos Support have less product knowled ge then the sales team. Just spent an hour explaining to Level 1 what Sophos Central Email Gateway was, and what an MSP license is and why it doesn’t have a license key. https://1921681001.id/
Is it just me or has support been getting worse and worse? I’m actually shocked it’s come to this but I feel I need to put a case to Sophos with evidence from the community before they’ll improve! https://19216811.cam/
Just thought I'd add my +1 to say that I have also found that Sophos support has become extremely poor over the last few years. For a while, the responses were poor and the staff did not appear to know the product at all. Now, I don't even get a response....
Added to the increasing instability of Sophos products I fear it may be time to part ways with Sophos entirely....
Hi Ross McCullough,
We apologize for any inconvenience you have experienced. We’re actively working on initiatives to improve the overall Support experience and appreciate your patience.
Is there a support case number that you can share with me via a personal message? I'd be more than happy to look into it for you and get it resolved at the earliest.