For the last couple of years we have been a Silver Partner based in the UK selling MSP solutions. Quite frankly, the Partner support has always poor but since the reorganisation a few months ago, the service has become even worse.
We don't ask for a lot of support but when we do it is typical for emails to be ignored or need to be constantly chased (over weeks) to get a resolution. The latest issue is we wanted to order some hardware for MSP licencing and were hoping to get this installed over the Christmas break but that opportunity has now passed us by because I can't get any answers from our MSP Channel Account Manager.
We have also had an issue with our Sophos Partner Program Compliance where the monthly update says we only meet 80% of the requirements when we know we meet 100%. Our MSP Channel Account Manager has emailed the relevant department several times and in nearly eight weeks has not had a single response.
It is telling that Sophos never survey their partners on what they think of the Partner support offered. You can't actually speak to anybody if you wanted to, everybody just hides behind emails they don't answer. There is no escalation process and if you ask who you can complain to, the email goes unanswered.
So how do we get our issues in the UK resolved? Happy to receive responses by PM if their are contact details that you don't want to post here.
I apologize for the poor experience you've had. I will be reaching out to you via PM to gather more information to better understand your concerns related to MSP Licensing and our Partner Program.
Regarding your concerns about Sophos Support, If you feel as though your support cases are not progressing in a timely manner, you can escalate cases 24/7 by sending an email to email@example.com. Please include a case number so that we can help you more quickly.
Frustratingly you are not the only one, our experience in the last few months has been down right terrible, loosing our amazing Account manager, then being in limbo, its making us seriously re-consider the products we sell, maybe it would make sense for Sophos HQ to actually get the account managers they have left to start contacting partners for some actual real world feedback.......that is assuming they still have any employed
Sophos XG Engineer
Sophos Silver Partner
I've reached out on your neighboring post to better understand your situation and to follow up internally regarding your concerns.
Thank you for your feedback.