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SLAs and Escalation Tree question

Alex Raz

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,

-Alex.



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  • +1

    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.

     

     
    Emmanuel (EmmoSophos)
    Technical Team Lead, Global Community Support
    Sophos Support Videos | Product Documentation  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.
Reply
  • +1

    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.

     

     
    Emmanuel (EmmoSophos)
    Technical Team Lead, Global Community Support
    Sophos Support Videos | Product Documentation  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.
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