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/
Agree fully! I have had multiple bad support experiences. Each time I have to get our enterprise account manager on the phone. Support techs are not very thorough, don’t understand the products, in my case active / active ha on an xg blew their mind. Had a license issue when the pair failed, couldn’t get anybody to fix it for days.
I jumped up and down and with CDW’s help finally got both pro services and a great engineer from England on the line if I recall correctly.
the support manager told my sales rep that their were no issues with support. Lol
It’s got to get fixed!!