Sophos UTM Customer Service and Technical Support

ZaherEL Bsat
Pre-Sales Manager | Infrastructure and Security at National Information Technology Company
We don't have much need to speak with the vendor because we are educated and experienced with Sophos UTM. We are an integrator company. For our customers, in the beginning, we give them training. After a week we do expect to have some calls because they are not yet educated or they're not yet used to it. After that, that's it. They already told us if they are ready or not. Sophos' support is better than others because Sophos also can sell endpoint solutions. If one of our customers has an issue and Sophos did support and send their team for the investigation it could be conflicting. For example, one of our customers had an endpoint which is an antivirus and they had an issue. We have teams that were actively taking care of the customer based on our relationship with the client and their Sophos UTM device license. We have no comment on the Sophos UTM support which we have seen at our customer sites because it was only with a government customer. The customer told us that the Sophos UTM representative mentioned that they wanted to have the vendor take care of this issue. Other than that, I have had no negative experiences with Sophos' technical support. View full review »
Anthony Petecca
Manager IT and Security at Health Street
I haven't had to use Sophos' technical support. View full review »
Juan C. Sanchez Pignalosa
CEO & Co-Founder at Advisor Consulting Group
This is where Sophos vendor outclasses every other vendor. They have grown so much throughout the last four to five years, but they have grown as well in their capability to attend support cases. We've had some really advanced cases, and we have never been forgotten or left behind. View full review »
Learn what your peers think about Sophos UTM. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
425,604 professionals have used our research since 2012.
Scott Rouse
Architecture and DevOps at hc1.com
We have used technical support one time for a weird upgrade issue. Their response was good. View full review »
Frank Scalzo
Director of Cloud Technology at Avalere Health\Inovalon
I have had great technical support. The only issues that I have experienced with technical support are when I get a Tier 1 support person who knows about the on-premise product, not the AWS side of the product. View full review »
M.K. Goyal
Asst General Manager(C&IT) at NMDC Iron & Steel Plant
Support is very good. View full review »
Md. Dipu Khan
CEO at NG
We train our employee's on technical support. I don't need any outside technical support. The only time we faced a problem or issue is when we place a ticket. We have found that the response is very slow. That seems to be our biggest problem. View full review »
John Xavier
CIO at Quartesian
They could definitely improve on the support, especially in other countries. Right now, it is just average. For example, we have a team in India. When they face issues, they have to go to Australia or talk to somebody in the US to receive support. They should be more responsive and have more local offices. View full review »
Max Pupov
DevOps at a tech services company with 11-50 employees
I have not used the technical support. View full review »
Maroun Abboud
Data Department Manager at BTC Networks
Customer Service: For me, the customer satisfaction, and awareness, is the most important thing. I usually train all my clients on their chosen system. Technical Support: 10/10. View full review »
GlobalNe150a
Global Network Security Admin at a consumer goods company with 201-500 employees
The technical support only communicates via email. I would prefer to communicate directly with someone. View full review »
Milos Lichtenstein
IT SM & Security Consultant at a tech services company with 1,001-5,000 employees
They have consultants who can help you quickly. View full review »
Darren Weiner
Solutions Architect at National Renewable Energy Laboratory
When we need technical support, we just engage the vendor, then figure out what our requirements are from there. View full review »
Securityde9c
Security Architect at a financial services firm with 501-1,000 employees
I have not used the technical support. View full review »
securityspec4553
IT Security Specialist at a tech services company with 11-50 employees
I have not used technical support. View full review »
Learn what your peers think about Sophos UTM. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
425,604 professionals have used our research since 2012.