Support Case 8196303 , pls escalate

Naja, 2 Tage ist jetzt nicht gerade lang.

Hi Alexander,

I will look into the case, please DM me if you have any further bad experience with support in the future and I will look into it immediately.

Thanks

Hi Alexander Busch,

I sincerely apologize for the initial delay in contact. I have escalated the case and one of our support engineers will be reaching you to proceed further on the case. Please feel to reach out sachingurung or me for any further assistance on the support ticket.

Hallo Poldy,

SLA sind nicht dazu da, um ignoriert zu werden. Bei einem Premium Support, mit 24*7 und einer Reaktionszeit von einem Tag, ist dies nicht immer egal. Ganz kostenlos sind die Verträge auch nicht. Daher sind dies auch keine 2 sondern 4 Tage.

Falls Du mal ein Server mit defekter Hardware hast, siehst Du ggf.. einen Unterschied ob dieser in 4 Stunden oder 3 Tagen wieder läuft.

Beste Grüße

Alex

I don't think there's an SLA for Premium, Alex, except to let the end user open a ticket directly with Support 24x7 instead of going through a reseller.  In my experience, hardware defects are handled differently and get almost immediate response.

You didn't say what the subject of the ticket was, but I know your participation here well enough to say that I doubt that you would ask an easy question - possibly, the first-level engineer recognized that he needed help.  Still, he should have let you know that.

Cheers - Bob

Hi Bob,

thanks for your participation.

Don‘t know if this is up to date:

Page 4 is listing the response times. So maybe an interesting question in common.

Alex

Sachin, is https://www.sophos.com/en-us/medialibrary/PDFs/Support/sophos_support_datasheet_en.pdf still in effect?  Does Support have metrics on these to see if the team is meeting expectations or needs more help?

Cheers - Bob

Hi Bob,

Yes, we still comply to those parameter posted there.

Thanks,