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Support Case 8196303 , pls escalate

Alexander Busch

Would anybody from the sophos support be so kind and work on my ticket with id 8196303.
It's still unanswered since I opened it 2018-06-27. That's not a very good reaction time.

Best
Alex



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  • 0 in reply to Poldy

    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

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  • 0 in reply to Alexander Busch

    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

     
    Sophos UTM Community Moderator
    Sophos Certified Architect - UTM
    Sophos Certified Engineer - XG
    Gold Solution Partner since 2005
    MediaSoft, Inc. USA
  • 0 in reply to BAlfson

    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

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