We don't use the technical support for Sophos Cyberoam UTM that much. We only use support to get data, and they're very good in that area.

I've never dealt with technical support directly as I haven't had any issues. Therefore, I can't speak to how helpful or responsive they would be.

The technical support is very fast. Normally we don't require support for our work, but there are times when support is required. The quality of support is also very high. They have people who make you feel at ease and figure out exactly how you're doing things so that you are not dependent on them next time. They make you understand why something is not working.

The support team answers calls but doesn't respond when a user contacts them via emails. I rate the technical support a six out of ten.

We take care of customer support ourselves. If there’s an issue that we cannot solve, we raise a ticket to Sophos. The support provided by Sophos is good. However, the documentation is terrible. If we cannot solve things ourselves, we must rely on documentation.

The solution’s technical support is very very good. They have online chats and remote support.

The service could be improved here in the Philippines. We don't have a lot of problems with the US team for Cyberoam.

We have used online Sophos support. However, we haven't used it too much. We haven't had many issues with the solution. 

The technical support is good.

The solution’s technical support is very good because we have good connections to Sophos.

I rate the technical support an eight out of ten.

The response time is very good. The customer service and support are good. 

Sophos Cyberoam UTM's technical support team responds immediately, but sometimes they take longer to respond.

There have been some technical issues, but they are mostly related to the technical aspects. Sometimes, our customers need support, and our technical team provides assistance. We also occasionally seek support from Sophos's team online.

While there's always room for improvement, the support is currently good.

The support was good. Whenever I needed to contact to support to create tickets, they contact me within a reasonable time and they resolved the issues.

We have an in-house technical support team, including three to four engineers. We reach out to the product’s support team in cases of software- or hardware-related issues.

Technical support could be better. We aren't fully satisfied with the level of service.

We contact our local partners for support. 

In our company, we have used the technical support provided for the solution. Though the technical support provided is good, it can be more prompt and better. I want customer support to be more knowledgeable and faster.

The solution's local technical support service is good. So, we don't need any other support.

Our experience with technical support is not good. I didn't understand if there was an issue with the physical device, or if it was a technical issue, or if it was their technical support. If our issues were properly managed, for sure we will purchase again, but we did not purchase because technical support is not good. They're not supportive as well.

The tool's technical support is good. 

The speed of response from technical support is very good. However, the solution that they gave us was not working afterward. We implemented the solution and did not get the desired result.

I have called them many times. On a scale of one to five, I would rate them four.

I rate them four because lot of times they don't resolve issues. They are just saying, "Okay send the signature, we will update it." Most of the time they are not giving me the solutions. After three or four conversations, they come to understand it is not available and they say they will update it.

The technical support was always good, however, it was never as good as the technical support offered by Sophos. They could have been more helpful and responsive. They could have been better at sharing information. However, it doesn't matter anymore, as we are moving on to Sophos.

I rate Cyberoam support nine out of 10. We rely mostly on consultants for support. 

I've never contacted the technical support for Sophos Cyberoam UTM because I have twenty-five years of experience with user solutions.

The technical support from Turkey is very good. I would rate them a 10 out of 10.

Cyberoam still supports their old product. Though, the NG theories are not supported anymore.

Average, average, average. Their customer service has to be improved a lot, especially the ticketing mechanism they have. First we do have to first raise a ticket, wait for their availability. And the people, I found they don't have much knowledge, so normally a lot of escalations after which the issue gets resolved.

I have always had great luck with customer service. I have been with them for so long that they know me and are pretty responsive to any issues I've had. I have had hardware issues in the past and received a replacement the next day. I've also been on the phone for quite some time for them to diagnose an issue I have and come up with a good solution. While their support is not in the US, I have not had a problem getting someone on the phone when I call.

There is always another level. First level of support is very capable of helping with configuration issues. While when something more complicated is in need they have engineers to speak with and view your appliance to be sure they have all the information and diagnose appropriately.

The technical support is good. Our license is the eight to five, not 24/7. Once you raise a ticket through the chat, you open it with another ticket with the account. Anytime when you open a ticket, they're very efficient. I've never had an issue with them. We're quite satisfied with their level of service. 

We didn't face any issues with it so far.

Although we have people who are knowledgable about the product, if there is a level of configuration that we are not used to then we contact our distributor for help.

Customer Service:

Very nice.

Technical Support:

Very good.

I don't have any problems with technical support so far because any time I ever contacted technical support it was for a major issue. Other than that I don't have any issues with technical support.

Sophos' technical support is good.

Technical support is okay. I had issues with the technical support in that they did not respond on time. However, we have to deal with the different time zones.

I don't have any experience with technical support. I have never used them and therefore can't speak to how responsive or knowledgeable they might be.

The customer support is wonderful. We only had to contact Sophos once. They helped us and it was awesome.

I have contacted technical support once and the experience was seamless. They walked me through the right rules to create. Everything went well.

I have not been in contact with technical support.

The technical support response time could be faster.

Technical support is excellent.

The solution's technical support offers the best services available. When one of our customer's devices went down, all he needed to do was call tech support and they mailed him the device without requiring any verification or validation whatsoever. 

I never used it, but I hear it is quite good.

Technical support is fine, but they could be faster.

We don't contact Sophos directly. It is usually through a local partner/vendor.

It is very good, both local as well as non-local. The technical support for the Cyberoam website was very helpful with regards to the few issues that I had. Here in Zambia, there is a Cyberoam representative, and we have no issues with the support. I have found it very helpful.

To this point, I have not used technical support from the vendor. When I have had trouble, I just review the site and perform searches using Google.

I would give the technical support a 10/10 rating.

Customer service is very poor.

They have good technical support.

It's one of the best.

It's one of the best.

8/10.

8/10.

8 out of 10

9

I have not used tech support. 

Tech support is good.

When Cyberoam owned the product it was excellent. Now Sophos owns it and it's not as good.

The technical support is good.

It really depends on the retailer, representative and local distributor. Nothing much to say.

One of the most considerable advantages of Cyberoam over the competitors is the after sales support. The 24/7 support assists the customers, even from minor to very major issues, and they chase up the issue until the final resolution by email and phone. They are really trustworthy.

I don't have any experience with technical support because we did not use technical support.

Great.

8

8/10.

8/10.

Tech support is knowledgeable.

Seven out of 10.