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I would like to share my opinion on how premium support works, and more specifically how it does not work.

Przemyslaw Zygmunt

I would like to share my opinion on how premium support works, and more specifically how it does not work.

We have been using Sophos UTM for 6 years. Every year we extend Premium Support licenses. On August 15, 2021, we noticed problems with the speed of the Internet connection. Initially, we thought that the problem was with the ISP, but after a few tests it turned out that Sophos was not working properly. The ping from Sophos to the gate was a few seconds. CPU usage ~ 57%, RAM ~ 44%, Disk data ~ 34%, Log 44%. Average traffic ~ 4 Mbps. Firmware version 9.707-5.

We decided to use "Premium Support" for the first time. I logged in to WebAdmin. Menu-> Contact Support-> Open Support Ticket In New Window. Result: 403 Forbidden.

OK, I try via https://myutm.sophos.com. Result: no ticket system. I found the link "Contact support" there. After clicking it, it redirected me here: www.sophos.com/.../support.aspx. :(

I'm looking on the site .. found an emergency phone number. I'm calling.
After checking my data, the nice gentleman asked me to share my computer remotely. After granting access and logging into Sophos, it quickly turned out that the consultant did not understand the problem and did not know what to do with it.

I suggested that I try to use a different WAN interface to see if it might be hardware issue. This is where our conversation ended. I received an email from support@sophos.com confirming that the application was accepted.

I switched to another Wan. The problem persisted. I decided to disconnect all interfaces and connected only the laptop directly to the LAN interface with a cable. Here's a surprise.

--- 192.168.1.1 ping statistics ---
34 packets transmitted, 33 packets received, 2.9% packet loss
round-trip min / avg / max / stddev = 0.723 / 1839.200 / 8340.699 / 2223.236 ms

An hour later, Sophos was completely hang.
Hard reboot.
It took 2h and it hang again.
For the next 2 days, I reset the hardware every few hours.
In the meantime, I wrote several e-mails in response to the e-mail I received. I have not received an answer to any of them.

August 18, 2021 Sophos "repaired" himself. I don't know what was the cause. Today, "Support" Sophos replied.

"Can you please provide us the available time for remote session. Have your tried by changing the WAN port."

After 2 weeks!
There is no point in buying premium support.

//----------------

23.09.2021

Status update.
Finally, Sophos verified the logs and today informed me about the need to replace the UTM with a new one. The new UTM is to be shipped to us within 24 hours.

:) 



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  • 0

    Hello there,

    Thank you for reaching out.

    Sorry to hear you had issues with Support.

    This case has been escalated to our management team, I see a call was provided but there wasn’t an answer to the call, the engineer follow-up with you via email, and received a reply from you saying that isn’t your phone number (The number the engineer called is in the system), however you didn't provide an alternative/correct phone to reach out.

    I would suggest replying to the last email with your correct phone number information and have a short call with our Customer Care team to update your contact information on the Support Portal, not the myutm portal.

    Regards,

     
    Emmanuel (EmmoSophos)
    Technical Team Lead, Global Community Support
    Sophos Support Videos | Product Documentation  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.
  • 0 in reply to emmosophos

    I received the email you are writing about today. It said that my phone number was unreachable. The problem is that the number provided in the email is not mine and it does not match the data entered on https://myutm.sophos.com/.

    All my data entered at https://myutm.sophos.com/ a few years ago is correct to this day.

    Your consultant has not contacted me for 2 weeks.
    He also did not reply to e-mails. The first contact from you came after writing on your FB profile and writing on this forum.

    With each contact from you, my opinion on the quality of your support is getting worse.

Reply
  • 0 in reply to emmosophos

    I received the email you are writing about today. It said that my phone number was unreachable. The problem is that the number provided in the email is not mine and it does not match the data entered on https://myutm.sophos.com/.

    All my data entered at https://myutm.sophos.com/ a few years ago is correct to this day.

    Your consultant has not contacted me for 2 weeks.
    He also did not reply to e-mails. The first contact from you came after writing on your FB profile and writing on this forum.

    With each contact from you, my opinion on the quality of your support is getting worse.

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