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Every new Customer License has a problem of some sort - Is this normal

Shane KIng

I am a Sophos partner who joined Sophos to provide security products to my clients.  All were on Symantec, when Symantec soldoff Managed Endpoint we went looking for an alternative. Sophos became my recommendation.

Rather than all customers jumping in, I tested 3 - purchased licenses in the type and qty's needed.

Customer No1 - could not create a Sophos login.  Took days to get it sorted and I had to explain to the customer we were having "issues" but avoided going into details.  Links in the license certs that supposedly make it a quick process were apparently wrong.

Customer No2 - same as above but a different method was provided to me to get them on air

Customer No3 - We had created their Sophos Central account and I began creating polices for Servers and Workstations.  When we allocated time to install the license and deploy the product I had to cancel the scheduled project - the account could not log in and Sophos Support indicated all the prep work was gone.

Customer No4 Could not create Sophos Central Account.  Sophos Support offered a different method altogether to get me on air.  Again the Lawfirm for whom I was deploying the product had booked my time to setup/deploy Sophos.  We needed Sophos involvement to get in

Customer No5 (tonight).  I had created a Sophos central Login on the 18th of June in preparation for tonight.  Went to log in - denied.  Recreated the sophos Central login and Logged into Sophos Central.  When I tyried to apply the license key it came up with another error.

Is this the norm for Sophos Intercept X.  I had intended to migrate another 5 of my larger 160 seat customers to the product but I have little to no faith in the system and am very reluctant.

Each time I have tried to onboard a new client there is some sort of problem getting them established, and the resolutions have all been different, so I still dont know if there is a standard - reliable - consistent method to obnboard a new client.

I add that the Symantec platform just worked.  You created the account with an email address like Sophos, it took you to the Management platform to enter your keys and it was up and running.

So My questions

  1. Is this the norm for onboarding Sophos customers
  2. Support at times has been very ordinary to say the least, is this too what Sophos is like to interact with.
  3. Is there a process that can get an Intercept X customer registered, licensed and operational ready for policy config and deployment, or is it dependent on there being a full moon, tidal fluctuations, my Star Sign....
  4. Have I chosen the wrong product for my customers (all businesses - Law Firms, Aged care firms, Doctors Surgeries, Gov Entities, Retail chains....)
  5. I cant tell if I am doing anything wrong because I havent been provided a method that onboards a client from beginning to end without a problem - a part of me is hoping the issue is me.

Thanks in advance.



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  • 0

    Did you create the account upfront via PartnerPortal? There is a way to start the Trial for the customer and have the instance up/running. 

    Personally i register multiple instances per week without any issue. 

    So maybe you should start the trial for your customer in Partner Dashboard, get the instance running, login to the instance and start the trial. Later you can apply the key. 

    __________________________________________________________________________________________________________________

  • 0

    Well the saga continues.

    Another new customer License key received.  Created the Sophos Central Trial Account, received the authentication email to the customers mailbox, and confirmed then set the password.  Tried to log into Central but get an error.

    Logged into the Sophos Partner portal, the Customer doesnt disaply in the list.  Sophos support advise the account I created doesnt exist and to create it in Partner Portal, which I did, and applied the license keys to the account.  Waited 4 hrs in case it was a timing propblem, cant log in with customer account, password reset produces an error.  I contacted the support people and the person handling the case wants me to log in and change the email address with the account that wont log in.  This is comical.  This is also the 4th customer who booked me to deploy sophos for them only to find the account creation nightmare happening again and wasting 4 hrs. 

    I have never had to cancel deployments so many times for a product in my IT Career.  This is a farce

  • 0 in reply to Shane KIng

    Hi Shane, 

    Thank you for sharing this query, and apology for hearing that this happens. I would like you to reach out to our Customer Care Team to check further. You may reach them through our Support Portal through chat or directly speak with them by dialing your region's toll-free number. You can also raise a support case with us and share that case ID with me, and I'll help you route the case to the right team.

    Glenn ArchieSeñas (GlennSen)
    Global Community Support Engineer

    The New Home of Sophos Support Videos!  - Visit Sophos Techvids
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