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Are you satisfied with Sophos Support?

FK

Hi all,

 I would like to know your opinion about Sophos Telefon/ Email Support in general.

Let us be honest and consider the time prior to SHH/Updater-B Fiasco

It has been almost over two years and I have experienced several issues and discrepencies repeatedly.

These include:

Not responding to Emails (Over months :)), you have to keep on sending reminders

Forget to forward Email or files to third level support

Many Cases open over 6 Months

Last not least how is your experience with Support when it specially comes to NAC.

I thank you for any feedbacks and participation.

Kind Regards

FK

:34207



[locked by: SupportFlo at 3:10 PM (GMT -7) on 28 Aug 2018]
[unlocked by: SupportFlo at 3:46 PM (GMT -7) on 28 Aug 2018]
[locked by: SupportFlo at 3:49 PM (GMT -7) on 28 Aug 2018]
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    I mainly use the web support form and for that I have no complaints whatsoever. In the past years I have dealt with Sophos (4-5) I have always received a reply within 24 hours, sometimes even a call back on issues more complicated.

    Now as to the Support Information on when products expire, lifecycles, mandatory updates, etc..., I find it non-existing. We never are informed about anything and always find things out the hard way, either when all the machines get forcefully updated or we get pop-ups on machines saying the support will cease in xxx time.

    I keep getting told there is a special list where  you get these updates, but after trying to get on it for the past 2 years I now gave up on it.

    :34251
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  • 0

    I mainly use the web support form and for that I have no complaints whatsoever. In the past years I have dealt with Sophos (4-5) I have always received a reply within 24 hours, sometimes even a call back on issues more complicated.

    Now as to the Support Information on when products expire, lifecycles, mandatory updates, etc..., I find it non-existing. We never are informed about anything and always find things out the hard way, either when all the machines get forcefully updated or we get pop-ups on machines saying the support will cease in xxx time.

    I keep getting told there is a special list where  you get these updates, but after trying to get on it for the past 2 years I now gave up on it.

    :34251
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