Sophos XG Customer Service and Technical Support

IT Manager-Africa/Technical Services Manager at a mining and metals company with 201-500 employees
I usually deal with one of the major partners in Egypt. The name is Gateworx. I've been dealing with those guys since my previous company, back to 2002. Even when we're buying devices that will be used in other countries outside of Egypt, we get them from them. They provide outstanding technical support and they provide outstanding pre-sales services. If I require a device to be delivered to a country outside of Egypt, they contact the partner directly and they set up everything, and I get the hardware delivered. They are outstanding. This is one of the major reasons we didn't look at another UTM or firewall through the years. These guys were a proper representative of Sophos and Cyberoam. View full review »
Sherif Fouad
Project Manager at a mining and metals company with 1,001-5,000 employees
I'll give Sophos XG technical support an eight out of ten for their service. View full review »
Kolanji Selvaraj
IT Consultant at Crotus
I am not sure why Sophos suggested using the XG 210 model after doing a site check, but we are facing issues and they suggested that we replace the model. When I call, I have to wait for at least one to two hours to reach them. Sometimes they will pick up the call immediately, but most of the time they will not. I usually have to wait one hour before they pick up the phone. When a ticket is created we have to wait three days before getting a reply from them. When they create a ticket for a critical issue, the response is delayed. This is a new device, and we expect support from Sophos. At least the partner should support the product, but the partners are always looking for money. Even if they deploy the device, for example, the XG 450, then they only offer support for one day. After that, there is no support. View full review »
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Olufemi Adalemo
Chief Technology Officer at Leystel Nigeria Limited
I don't use the solution's technical support. I typically just use the documentation. There are lots of guides and videos available. In most cases, I search the guide. There's a step-by-step guide to deploy so I don't have to contact technical support. View full review »
Tunji Gbola
Chairman at BASL
Technical support can be improved upon. There are times that I've had some issues that I've tried escalating in technical support and it takes a while before we really get it resolved. Once I was getting a particular malware from an unknown source on one of my servers which was behind the firewall. I asked their support why. Later they advised that I should install Intercept X for servers on that particular device. I was confused about how it was behind a firewall; the firewall should be able to detect which system is getting infected. The system doesn't really go to the internet and nobody browses on it. The only thing I could imagine that could cause it was a Windows update. If it was from an update they least it should have been able to say, "Okay, it was from this particular update that this malware was filtered in." Out of ten, I would give their service a five. View full review »
Senior IT Infrastructure Solutions Engineer at a tech services company with 51-200 employees
It's very good, very responsive, and they resolve our issues in no time at all. View full review »
Zaher EL Bsat
‚ÄéChief Operating Officer at Al Manar
Technical support isn't as good as it needs to be. In most cases, these days, the partner has to work hard to support the customer. The response time and the experience of the support team are not as expected. As a partner, we've never opened a case. Our customers, however, have told us they have had issues. View full review »
Wael Nasr
Information security specialist at a non-tech company with 201-500 employees
The solution's technical support is not the best. When I take a step to open a case with Sophos support I can't understand them at all; I can't understand their accent. I always appreciate if they can communicate with me through e-mail instead, which makes it much easier. Many cases take a long time to be resolved. Some cases they seem to ignore or don't reply to for a long time so I have to remind them that the case is still open before they will respond. View full review »
Lead Advance Engineer at IHCC
The technical support is okay. Whenever we call them with an issue, they come to us and resolve the issue. Sometimes they take time, but I still think it's good. I will rate the technical support eight out of ten. View full review »
Ezekiel Dhlamini
Operations Manager at iBound
At the moment, we haven't had a reason to contact technical support. View full review »
Support Services Manager at a wholesaler/distributor with 51-200 employees
I've never had to deal directly with technical support. View full review »
Find out what your peers are saying about Sophos, Fortinet, pfSense and others in Firewalls. Updated: March 2020.
408,154 professionals have used our research since 2012.