Support Plans
Find a plan that works for you
Support needs to be aligned to the needs of your organization. We also believe it should be simple and easy to use – with a highly trained technical support representative available to you 24/7.
| Enhanced | Enhanced Plus | TAM | |
|---|---|---|---|
| 24/7 multi-channel support | |||
| Software downloads, updates, & maintenance | |||
| Access to support knowledgebase and support forums | |||
| Warranty (Appliances only) | |||
| Hardware replacement (Appliances only) | Advanced | Advanced | |
| Remote assistance support | |||
| Remote consulting | 2-8 Hours | ||
| Priority case and sample handling | |||
| VIP Access to Senior Technical Resource team | |||
| Named Technical Account Manager (TAM) | |||
| Front of the line access to product information | |||
| Personalized communications and alerts | |||
| Performance and feature optimization | |||
| Enhanced escalation | |||
| Emergency Onsite Support |
Plan Details
- Enhanced is available for Sophos Firewall Manager and iView software products, but is not included in the base license, with the exception of Endpoint.
- Enhanced Plus is available for Sophos Firewall Manager and iView software products, but is not included in the base license.
- Warranty valid as long as support contract active (5 year EOL).
- The number of remote consulting hours provided is based on the Sophos product you have purchased. Remote consulting hours range from 2 to 8 per year while the contract is active.
- Technical support and updates for RED and Access Point follow the appliance to which the devices are associated. For extended hardware warranty, the appliance must be covered under an Enhanced Plus support plan.
- UTM 9 support plans are excluded from this option.
Professional Services
Need help with implementation or configuration? Check out our service offerings.
UTM 9 Support — A simple approach to comprehensive support
At Sophos, we understand that support needs to be comprehensive and aligned to the needs of your organization. We also believe it should be simple and easy to use – with a highly trained technical support representative available to you 24/7, should you need it.
| UTM9 Web | UTM9 Premium | |
|---|---|---|
| Support level | Web | Premium |
| Automatic software updates | ||
| Software pattern updates | ||
| 24/7 multi-channel support | ||
| Support Forum / Knowledgebase | ||
| Hardware replacement | Return and replace | Advanced |
Plan Details
UTM 9 WEB Included with the purchase of the UTM9 base license, the Web plan offers return and replace of hardware for a period of one year as well as unlimited access to web-based self-help support including Sophos Knowledgebase & User forums.
UTM 9 PREMIUM This upgraded support plan provides you with 24/7 technical support direct from Sophos support engineers, access to automatic software updates and upgrades and Advanced RMA replacement.
For support on our XG Firewall products, please see the Sophos Support Plans.
Professional Services
Need help with implementation or configuration? Check out our service offerings.