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 »
Joseph Mallozzi
Project Engineer
I am going to flat out say technical support is terrible. I will admit that it has gotten better over the past year. Previously, hold times would be 45 minutes at minimum. After the long hold times, you would receive an extremely under qualified engineer. The knowledge of engineers has definitely increased over the year and the time on hold has gone way down. Being a Platinum level customer, I am not happy with the support. View full review »
Ayodele Mumuni
Snr Dev Ops Engineer at a tech services company
For the AWS version, it was atrocious. None really. For the bespoke cloud space that we designed though, they were very good. To further clarify, there is absolutely no support when using AWS. If you buy the on-premise Sophos solution, you get support and you get all the stuff. Whereas if you are using the AWS version, you do not. So, you kind of have to research. There's something simple really which affects Sophos quite a bit during setup. View full review »
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Anthony Petecca
Manager IT and Security at Health Street
I haven't had to use Sophos' technical support. View full review »
Jeff Berndsen
Network Engineer II at a legal firm with 1,001-5,000 employees
Customer Service: Their customer service is fantastic. Technical Support: I have never had an issue go unanswered when I've had to involve Sophos technical support. Above all, it's their technical expertise that truly sets them apart from other vendors we have tried. View full review »
Juan C. Sanchez Pignalosa
CEO And Founder at Advisor Consulting Group Corp
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 »
Scott Rouse
Architecture and DevOps at
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 »
Dragan Pavlovski
Head of IT at a construction company with 201-500 employees
I only contacted technical support five or six times. They were very professional. I will rate them as excellent. View full review »
Quality Officer at a tech services company with 10,001+ employees
As a free home user, I have not used the support services up until now. Once, I did upload an Office document that appeared to give a false positive, but never got a notification. I understand this because of the priorities that have to be given, but I would have liked to receive a (even small) reaction. View full review »
Md. Dipu Khan
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 »
Boris Kočar
Business Owner at a tech services company with 1-10 employees
The technical support is really good and the representatives are very responsive. View full review »
CTO at a tech services company with 11-50 employees
Technical issues addressed to support team have been solved quickly. 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 »
Global Network Security Admin at a Consumer Goods with 201-500 employees
The technical support only communicates via email. I would prefer to communicate directly with someone. View full review »
Ian Cowley
Not applicable. View full review »
Data Department Manager at a comms service provider with 501-1,000 employees
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 »
Ryan Pealer
Network Administrator at a government with 11-50 employees
Their support is prompt and will find the issue for you. View full review »
Martin Lindemann Frederiksen
It Forum Gruppen A/S
It’s satisfactory. 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 »
Pei Pei Ong
Senior IT Support Engineer at a religious institution with 51-200 employees
I would rate the technical support a 8/10. View full review »
Arndt Reimers
Systemadministrator at MCON Group GmbH
Technical support is very good, but only to the distributor. Support is poor if the distributor escalates to the vendor or we complain directly to the vendor. 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 »
Security Architect at a financial services firm with 501-1,000 employees
I have not used the technical support. View full review »
Medhat Mohammed Elsamoly
Network & System Engineer at a tech services company
Fast response time. Easy management, good support. View full review »
IT Security Specialist at a tech services company with 11-50 employees
I have not used technical support. View full review »
Find out what your peers are saying about Fortinet, Cisco, pfSense and others in Firewalls. Updated: June 2019.
348,558 professionals have used our research since 2012.

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