Hello, Sophos community.
I am somewhat disappointed with Sophos Home Premium Support, to be honest. it feels like reported issues are being added to endless list of forgotten items and sent away into black hole abyss.
I submitted a case on 31st of October, 2022. Today is 5th of December. The latest update in November was "...at this time we do not have an update."
My question to Sophos Home Premium Team- what is your internal SLA to resolve customer requests? Especially, if a customer asked to escalate the incident?
If there is no SLA (which is very unusual for a Premium product), is there an escalation tree customers can rely on in case their case goes stale or there is an emergency?
There are no phone numbers we can use to contact support at the moment either.
Can you please provide steps to allow customers a way to speed up resolution of incidents? Besides sending numerous emails that is.
Maybe there is a corporate phone number or contact we can use to reach customer support department within Sophos? Can you please share a useful contact?
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.
The Sophos Home PM mentioned they’re working with support on this case, and they’ll be reaching out to you via email.
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!
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 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
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.
This is the statement I got: