SLAs and Escalation Tree question

Hello there,

Thank you for contacting the Sophos Community.

I passed down your comments to the Sophos Home team, this has been escalated to the Product Team for review; once they get back, I will update the thread.

Regards,

Hello there,

The Sophos Home PM mentioned they’re working with support on this case, and they’ll be reaching out to you via email.

Regards,

Hello, there.

It seems Sophos Team is missing the point. I asked about SLA and escalation tree, if there is any. i didn't ask for a status update on my case  i doubt Sophos Community is interested in that.

I guess this is another example how customer concerns and questions are ignored. But thank you for replying!

-Alex.

Hello, Sophos team.

I would like to provide feedback on this post. 

My original response to "Emmanuel (EmmoSophos)" was flagged as "abusive" and removed/never posted.

I would like to apologize if i insulted anyone on Sophos team, even though i don't believe there was an insult of any sort. 

All i mentioned was that Sophos team misunderstood my question and this is another good example of miscommunication. I didn't ask for assistance with my case. i requested information about current SLAs and escalation tree, if any. i think this is very clear if you read my questions.

Thank you,

-Alex.

Hello Alex,

Thank you for the clarification.

About your posts, I am not sure why they’re being flagged as abusive, but I have approved both of them.

I will pass down your question to our Sophos Home team about SLA so that they can clarify.

Additionally, you can reach directly to them via Twitter @SophosHome

Regards,

Hello Alex,

To follow up, the reason why it was being flagged was to a restriction in the Forum where you posted, so we have moved to the open Community chat forum,

In any case, as I mentioned, I have asked Sophos Home for clarification on the SLA.

Regards,

Hello Alex,

This is the statement I got:

All expectations and agreements with respect to Sophos Home Use licenses, including Home Premium, are set forth in our End User Terms of Use and Consumer Terms of Service. As stated in the Terms of Use, we do not provide any SLAs to resolve product issues, though we do evaluate all reported problems and incorporate them into future releases based on severity. If you have questions related to the Terms of Use, please contact the Sophos Home Premium Support team via the instructions here. With respect to your open case, a Sophos Home Support manager will be reaching out to you shortly to confirm that the workaround provided is effective.