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.

 EnhancedEnhanced PlusTAM
24/7 multi-channel support

 

 

 

Software downloads, updates, & maintenance

 

 

 

Access to support knowledgebase and support forums

 

 

 

Hardware replacement (Appliances only)

Advanced

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  

 

Plan Details

  • Enhanced plus support plan is a prerequisite for TAM service.
  • Enhanced is available for Sophos Firewall and Endpoint products but is not included in the base license, with the exception of Endpoint.
  • To get advanced RMA cover for a Passive XGS Series firewall, you need Enhanced Plus Support on the Active firewall appliance it is connected to. Further details can be found in our Firewall Licensing guide.
  • Enhanced Plus is available for Sophos Firewall products but is not included in the base license.
  • For hardware replacement details, please see https://www.sophos.com/en-us/legal/hardware-warranty-policy.
  • 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 SD-RED and Access Points follow the appliance to which the devices are associated.
  • UTM 9 support plans are excluded from this option.

For further details, please see https://docs.sophos.com/support/help/en-us/services-guide/enhanced/index.html

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Sophos Customers

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Sophos Partners

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