Support is very good.

I would rate technical support as three out of five.

The level of support might be acceptable for a smaller company. My organization works in mining and drilling, and we operate in 18 countries and five continents. We needed a better response time, especially in regards to cyber security.

We have three years of support services. 

Technical support has been fine. They are helpful and responsive. That said, sometimes, there is a delay when we try to reach out to them. 

Technical support is very knowledgeable and responds immediately to issues.

I rate technical support a ten out of ten. 

Whenever my company contacts the support team of Sophos, we get really good support.

I rate the technical support a seven out of ten.

Dealing with technical support can be time-consuming when communicating over the phone. I am unable to provide a rating for the technical support team. My suggestion to others would be that they provide the country location of the toll-free number in the solution. Although a toll-free number has been provided for India, the people in India are good. Compared to the UK, there may be issues with understanding and timing, which could lead to many problems.

The quality of technical support depends on who answers the call. When you reach the proper support person, they are really good and know what they're doing.

There is a lot of information available online, partly because Sophos is the old Cyberoam. Most of the time, I try to solve problems by myself. However, if I can't, I contact Sophos.

Because it is in Indonesia, technical support is only available via email and on the website. There does not appear to be enough technical advice available from support.

The support does not appear to be developed, and they lack expertise.

We are able to manage ourselves.

We have documentation available online

I would rate the technical support a two out of five. Technical support could be improved.

Their support is very bad. They don't respond at all.

I don't have too much experience with technical support. I only recall one case where I had to contact them directly. I recall them being very helpful and responsive. I had a good experience and was satisfied with their level of service. 

Technical support is not stellar. We have some good experiences and some not so good experiences. We do not have a lot of support requests for the solution.

Support is rated a seven out of ten. 

We have local support and go through our company's tech support. 

Sophos UTM offers excellent support, so it's an eight out of ten, support-wise.

We get put on hold for a long time. Otherwise, I'm not unhappy with their support at all. 

I haven't had to use Sophos' technical support.

I have used the support from Sophos UTM a few times. My experience was good. However, the resolution time can improve.

I rate the support of Sophos UTM a seven out of ten.

It is better to Google rather than use technical support. 

They are slow to respond and then the response doesn't exactly give you what you want.

I understand they can't give you a solution to something that you'd expect them to. They try to give you something. You're going to go to Google and find the information on Google faster and easier anyway. 

We do pay for Sophos' support and we find them to be quite helpful and responsive. We're satisfied with the level of assistance we receive. 

The technical support used to be excellent but it's no longer as good as it was and we've had some problems getting solutions to the issues that we're having.

Sophos support is good. 

I've never had any issues.

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.

Technical support used to be good but it's lagging a bit now. Support staff was better trained and more efficient than they are now. It could be because of Covid but it's a bit of a challenge at the moment. 

They have a great account team and customer service is solid. 85% of the time the issues are resolved on the same day, and 97% by the next business day.

They have excellent technical support. I can submit a ticket request via their portal, with a call, etc. I can get someone 24/7 and usually within an hour. They also have a great escalation procedure.

The support from Sophos is very helpful. We raise a support ticket on the portal and we receive a response.

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.

The technical support is good. I tell my customers that we always have the support of Sophos and it is good for us. If you create ticket support in Spanish, you have to wait sometime, because they don't have a lot of people who work in Spanish. We have to do it in English. They should have more other language support agents.

I haven't made any request for technical support previously. That is due to the fact that even the local authorized distributor here in the Philippines is very helpful in deploying and configuring the product. Therefore, we have no need to contact Sophos directly.

There's also lots of documentation to reference. 

I haven't had any reason to contact support directly because I have MacBytes, which happens to be a local vendor that we have been using. It's been pretty good. 

They are very good at supporting us technically when the need arises.  

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.

The solution's customer service is good. I rate the solution's technical support a nine out of ten.

The customer support is not very good. They are quite slow, and there are delays in response to an issue being raised.

We've been very happy with Sophos, despite the fact that most of their support is based out of Europe. When you get them on the phone, they're actually very good. Their support is very good. We've been happy with them, and have no concerns about renewing the maintenance.

I rate Sophos support seven out of 10. 

The support from Sophos UTM is good.

I rate the support of Sophos UTM an eight out of ten.

Technical support has been fine. We are satisfied with the level of service we get. 

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.

For me, the customer satisfaction, and awareness, is the most important thing. I usually train all my clients on their chosen system.

10/10.

We have used technical support one time for a weird upgrade issue. Their response was good.

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. 

Sophos customer support could use some improvement. 

Technical support is okay. It is provided by a local company, not Sophos directly.

The support is okay, but it takes time to connect to the support team.

Customer service level is top notch.

Very Good. All our queries were properly answered on time.

We have excellent technical support. The company that supports us is highly experienced with Sophos.

I only use the community support.

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.

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.

Sophos' technical support is good.

We've never directly worked with Sophos' technical support. We've always dealt with the Sophos partners.

We also don't really have any experience with online community support or documentation.

Technical issues addressed to support team have been solved quickly.

Their customer service is fantastic.

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.

I only contacted technical support five or six times. They were very professional. I will rate them as excellent.

Excellent

Not outstanding but I have noticed significant improvements over the last 12 months

Sophos's technical support is very good and easy to connect to.

For Sophos support: the distributor is responsible for providing maintenance, support, and after-sales service. Most of the time, we try to have an agreement between the customer and affiliates which is binding for two or three years.

The support team here is from the distributor. The first layer of support is really fine when compared to the support provided by other products, e.g. McAfee or Kaspersky. This means it doesn't go to the principal for resolution because the distributor or the partner experts try to fix it on their own before logging in to further complaints. We are good with this kind of solution for our customers, and we prefer those distributors who have their support team.

This is why I really like Softech, although everyone does this, Sophos relies on the Softech technical team. They fix the issues most of the time, so it's very rare for us to go to the principal solution. This is the first line of support we have here in Pakistan.

The principal response time is so quick. It took them only two or three hours maximum. I had the experience of addressing an issue to the principal and they were able to answer me in two or three hours maximum. They have a good TA team.

Sometimes, It can be quite a time-consuming process to book a session with Sophos' support.

When we need technical support, we just engage the vendor, then figure out what our requirements are from there.

I have not used the technical support.

The technical support is really good and the representatives are very responsive.

Technical support have been very good. They are very knowledgeable but it can take too long to make contact. They're great once you do get hold of them. They've solved every problem we've had. 

We don't have direct contact with Sophos support so I can’t rate the level of customer service and technical support properly.

Since I’m an engineer, I probably cannot evaluate this aspect, however as far as I know equipment order and upgrade was always fine

4.99 out of 5 – support is very helpful, only once there were misunderstanding about licensing and number of supported Sophos WAPs and that was resolved promptly and fully.

7/10. Getting a new license for the SG220 sometimes takes a long time, but they will give you a 30 day demo license to compensate for it.

9/10. Any question or issue is solved within minutes after calling technical support.

I do not use technical support. Having never dealt with them, I cannot speak to the level of service they provide. 

Not applicable.

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.

In our experience it has been hard to get to customer support, even premium support doesn't offer much availability.  

We don't need to contact their technical support. We have our own skilled team of IT experts.

They have consultants who can help you quickly.

The technical support only communicates via email. I would prefer to communicate directly with someone.

Sophos' technical support is good.

It’s satisfactory.

I would rate the technical support a 8/10.

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.

I was working with Sophos' Germany office, and they always supported me. It was really great working with them.

They're 6/10. I had many cases, but they don't like to do a remote session immediately. To be honest, I have worked with better support teams from other vendors,.

Customer service is great and responds really fast.

Technical support might be a bit better and there are not enough easily accessible guides.

The technical support of the solution is good.

I have not used technical support. 

We offer certified support. 

Technical support is very responsive.

It's good.

It's acceptable because sometimes there are delays with answering our requests. We are using the regular support, so we don't have the ability to contact Sophos directly.

Their support is prompt and will find the issue for you.

Fast response time. Easy management, good support.

They're great.

I have not used the technical support.