for how long do you plan to shut down support portal?

Hi LHerzog,

The team is actively working to complete this maintenance and further updates will be announced here as they become available.

Hi LHerzog,

The team is actively working to complete this maintenance and further updates will be announced here as they become available.

I don't understand why this was voted for "verified answer". 

LHerzog asked for "how long do you plan to shutdown" and FloSupports reply was nonsense, it did not contain any ETA, nor provided any additional Informations. 

It's been more than 5 days that the support portal is down. for an international company, selling products all over the world, thats a absolut no-go. 

We as a partner and our customers have a right to know whats going on?

currently there is no way to open a Case.

at least setup an Email address to open cases or something.. 

Hi Samuel,

No ETA is currently available, but we expect to provide additional information shortly.

We request that customers reach out via Chat to raise cases or contact our Support hotline directly for urgent issues.

This KBA has been published to provide additional information and will be updated accordingly.

Hi,

sorry, we all know, that this "contact our Support hotline directly" is no real world scenario.

Hi Florentino, 

Is the IT-Team still actively working on solving this issue? Maybe feed them once in a while.. they might be hungry after all this time.

Any sight on a date when it is up and running again? We now need to deal with support by email or phone (both of which lack response).

Regards,

Bas

Hi Bas,

This KBA will be updated with the latest information:

• https://support.sophos.com/support/s/article/KB-000040572?language=en_US 

someone must have forgotten the backup password

Thanks Florentino,

I appreciate your response, but i have to say that i find it quite disrespectful to the partners that there is no info being shared. It's been 12 days...

Trying to call support takes hours. Probably because of the portal not working.

Hi BasSanders

today I had a good experience by opening a case with the chat function. by doing so you also don't have to listen to the annoying melody in the waiting queue.

If you call in you will have a non-tech dispatcher from overseas who can't technically help you anyway. And spelling your name, mailaddress and so on repeatedly is also very uncomfortable.

So chat is currently probably the most comfortable option to create a case while the support portal is down.

Thanks for sharing LHerzog. I never tried to chat-in and I completely gave up calling sophos Support. I'll consider chat in the future due to your feedback. 

At the moment we escalate all our support tickets straight via Partner Manager and TAM Support. At least thats working fine.