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Sophos Support - is it any good.

Goldy_01

Hi every body.


It might be sensitive subject, but I think it's about time we open and talk about it.
As for me Sophos support is totally useless and I know I shouldn't relay on it.
Here is what I'm talking about:
about a month ago, i opened a case i Sophos support and mention it's urgent.
Until this very moment, we didn't even start working on it.
Every week I'm getting a mail that they are really apologies and asking if the i still having the problem.
Two days ago a team leader wrote and say that he took the case and we arrange that someone will call within an hour frame time.
I was waiting but nobody did call.
Wrote them again - no comment.
About the same time, I open a case in Acronis about Acronis Cloud backup issue which I had.
Within the same day they return to me and we resolved the issue.
I'm still waiting to Sophos support - and we are talking about a production system.
Under no circumstances this is except able, and it  happens every time  I'm applying for a support to Sophos.
I was even talking to Sophos dealers and representative and they all say they are aware of this.
The way I see it, support is one of the biggest point you are looking at when you are considering a commercial software or hardware, and at least for me, Sophos Fail a big time in this one.
One more issue (Small but annoying) - I find it very hard to almost impossible, understanding Sophos representative

May be it's only my experience, but I would like to here more opinions here.



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  • FormerMember
    0 FormerMember

    Hi ,

    I sincerely apologize for the inconvenience, and we're actively working on initiatives to improve the overall Support experience. Indeed, this isn't the experience that we want you to have. I've sent you a PM requesting some information regarding your account and support case number. I'd be more than happy to look into it for you and help with the case follow-up.

    Thanks,

  • 0 in reply to FormerMember

    Hi.

    Thanks for the answer.

    I am loyal Sophos UTM way back from Astaro.
    Unfortunately and sadly,  In the last years, the UTM support came to a point that  most of the time we are not even bother.
    Even Sophos representatives in my country say that they aware of it, but not much they can do.
    Opening a support case to a production system, should be resolved in a matter of hours or two three days, and not weeks\months (if ever).
    If you want to play in the big guys yard, there are some rules, and one of the most important rule is relay-able and good support.
    You can't expect Sys admin to wait helpless even hours if his system crash, and he have nobody to call to and assist him.
    Luckily the UTM Fire wall is rock solid.
    Helping me in this one will not helps others.
    Dramatic changing has to done in your support if you want the big company to trust and use your Firewall.
    At least in my case its not only a single case.  it's always.
    Tell support, that costumers don't need apologies.  we need help...

    The UTM is a grate Product take care of it.

  • FormerMember
    0 FormerMember in reply to Goldy_01

    Hi ,

    I apologize for the inconvenience you have experienced. I've replied to your personal message with some suggestions/steps for you to check. Let me know if you had any questions. 
    Thanks, 
  • 0 in reply to FormerMember

    It would be a good idea to get the dev's of astaro back, also with the good community of astaro( the community helped (and vice versa ) and issues where solved on the same day, max some days )

    as i said in the days as it was clear that sophos takes over astaro: they will kill the good and quick support and the good community.

    well here we are.

    if Sophos will continue this path, the UTM will drop and fail , because people go to other vendors where they get what they miss and need.

    simple as that.

  • 0 in reply to FormerMember

    Thanks for your responds.

    As I said, we have two problem here.

    1. My personal (Organizational) Problem which we are taking care of.

    2. Sophos support issue, which costumers are facing for quite a while and need to have a major improvement, and attention.
    I know it's not for you to decide but if the people in the high office will not be aware of it and pay attention, we all (Costumers and Sophos) are in a very big problem.

  • 0 in reply to Goldy_01

    What i forgot to mention is:

    in a lot of firewall related admin forums here in germany , you can find toppics in the way: utm 9 is gonna die, how to migrate to vendor xy or what is the best alternative to the utm9.

    people already lost the trust in sophos and i guess they have a "feeling" about the future of the utm.

    i realy hope sophos can turn this arround, but what i can see now ( long update interval, bad support) the issue will solve itself in the way, people gonna runaway and then the product get cancelt anyway.

    (sorry for my english, no native english speaker)

  • 0 in reply to WolfgangS

    Totally agree.
    I was trying the XG. a year ago for a few months, and even tried to migrate my UTM configuration to XG in a separate server, so I can learn and see how it's go.
    The migration process was a disaster and defiantly not something I can trust and work with, so I was forced to do most of the configuration  from a scratch.
    The XG is is far of being a mature rock solid FW as the UTM.
    There are constant changing in the logic of how it works and in the user interface, so you often wondering where, what how and why.
    Not a situation you want to be wit a production system.
    I love my UTM, but If Sophos kill it, I'm not sure My next FW will be the XG.
    I have to say, that even Sophos representatives not recommends to move to XG yet, specially not as commercial FW.

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  • 0 in reply to WolfgangS

    Totally agree.
    I was trying the XG. a year ago for a few months, and even tried to migrate my UTM configuration to XG in a separate server, so I can learn and see how it's go.
    The migration process was a disaster and defiantly not something I can trust and work with, so I was forced to do most of the configuration  from a scratch.
    The XG is is far of being a mature rock solid FW as the UTM.
    There are constant changing in the logic of how it works and in the user interface, so you often wondering where, what how and why.
    Not a situation you want to be wit a production system.
    I love my UTM, but If Sophos kill it, I'm not sure My next FW will be the XG.
    I have to say, that even Sophos representatives not recommends to move to XG yet, specially not as commercial FW.

Children
  • FormerMember
    0 FormerMember in reply to Goldy_01

    Hi ,

    Thank you for providing the support case id and access to your firewall via personal message. We identified the issue related to the server(Not establishing the RTP channel). It was an RTP version mismatch that caused the issue with the voice. Please don’t hesitate to reach out to me via a personal message should you have any questions or concerns about the support case; I'll be happy to help follow up.

    Thanks,

  • 0 in reply to FormerMember

    Thanks.
    Like I wrote, Strangely all works great when ever the UTM are not involve, so if there are RTP mismatch is with the UTM.
    We are still working on it.

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