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Support levels

Does anyone have good experience with Sophos support?

I opened a case first thing yesterday morning and stupidly didn't call immediately. Apparently nothing at all happens if you don't call them. I thought I'd give them some time to look into it before getting onto the phone - all the info was in the case online.

When I did ring, it was obvious no-one had done anything so we started from scratch. An hour of listening to someone work through everything I'd already figured out and put in the case online. There were some calls I could hear being made at the same time before they muted me - presumably second level support. In the end they asked to have some time to look at it, but no indication of how long it would be, what I could expect in the mean time, or how to contact them.

I've been updating the case online constantly for 2 days, and so far the only active help I've had has been from the forum here (which, unfortunately, hasn't fixed the problem). If I phone back, I'm going to have to start again which is no help. So I just sit here and wait? For how long?

All our routers are currently Sophos and due for replacement in the next 12 months, and right now I'm pretty sure I know which way that will be going. If I don't get any support when there's a problem, then what am I paying for? This is supposed to be a high priority issue on 'enhanced support', I've had better help than this for free on open source products.

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  • Hell Tom,

    Thank you for contacting the Sophos Community.

    Sorry to hear about your experience with support, I have internally escalated this to the Manager of the engineer, to get the case actioned, especially since the engineer didn't set any expectation about when you should be hearing back from them.

    For a case open with Enhances support you should see the case being updated within 8 hours, and then daily or as agreed. 

    Let me know if you don't hear back by the end of your day on Monday, or if no expectation is set properly.


    Emmanuel (EmmoSophos)
    Community Support Engineer | Sophos Technical Support
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