Technical support from Sophos is very bad.

Sometimes we lose a project due to the fact that we need to solve some issues or answer questions. Things that may be technical but also involve the administrative side. I'm talking about licensing and the capabilities of the feature. We need some documentation, something we can show clients. They can better in those cases. They can either help us or supply us with what we need. 

In response time, they are terrible. In the area of technical knowledge, they are getting better, however, they aren't where they need to be. Right now, we are not satisfied with the level of support provided.

I would rate the technical support as a ten out of ten. I'm a Sophos partner, and their partner support is excellent. 

Technical support is good.

When considering master gold names, it is evident that they offer a competitive package.

I would rate technical support an eight out of ten.

Microsoft's protection has received positive feedback and strong on-site support from both customers and partners. 

Their response to cases, including targeted remediation, has been prompt and efficient. 

In certain instances, there is a reliance on Microsoft's expertise and direct involvement to ensure a satisfactory resolution.

Tech support for Sophos XG is great. They are professional, respond quickly, and help resolve issues effectively.

The solution's technical support is good. I rate the technical support an eight out of ten.

The technical support is good.

I would rate the technical support a nine out of ten.

In addition to the recent ticket I created for technical support, I keep in touch with them. The support is okay.

The solution's technical support was good. I rate the technical support a ten out of ten.

Based on my experience with the product's support team, I feel that Sophos provides good technical support to its users.

I rate the technical support a six out of ten.

Sophos Firewall Home Edition doesn't provide technical support.

The solution's technical support is good but needs to improve in certain areas. I rate the support an eight out of ten.

In my experience, technical support takes a while to get things done. In the past, I stuck with them for a while. It took about three weeks to serve us up a solution. I don't remember what the problem was as it was a long time ago. It might have been something about the subscription or something like that. What I do remember is it took a very long time. 

We've been satisfied with Sophos' technical support. They are very helpful and responsive. Their staff is quite knowledgeable.

In terms of Sophos' support, they have been wonderful. I had a device issue and I found the return policy to be quite simple. 

Their technical support is pretty straightforward. When you raise a ticket, the feedback is immediate, and you are assigned a support person. It's been a wonderful experience.

Even to the end-user, it's a pretty straightforward system that they have. A user would just log into support.id, then key in their credentials and raise a support ticket. It's pretty simple.

The technical support team is friendly and supportive in terms of technical assistance.

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.

The support takes a lot of time to resolve issues.

Support from Sophos XG has been fine for what we have required.

Support is one area where I have some issues. Sophos support isn't that good. 

Technical support is fairly good. It's a pain to get ahold of them, however, once you get them, they're very thorough.

The only thing that s not so great is that sometimes they try to force me down to my reseller, whoever their partner is. I always have to make up a lie and say I already tried and only then will they help me. Besides that, it's not bad.

We do not receive enough technical support services from Sophos XG.

We haven't required any technical support. I have however heard from my peers that they have not had any issues with the customer support.

They have offices in India, Dubai, and even in the United Kingdom. As we are certified Gold partners in Kuwait, we haven't had any issues with the Sophos team. They are quite responsive when you have a tender to submit. I have no complaints at all.

Technical support is an issue. About six months after we bought it to a year after we bought it, they outsourced all their tech support to India. Literally beforehand, they were an American-based tech support company and they actually had full product knowledge. The Indian-based tech support doesn't have the product knowledge and there was a language barrier. They could speak English, however, they didn't understand us very well.

We were told that they stopped doing outsource and they are rehiring their own internal staff again for tech support. We're hoping that we're going to be able to get better tech support again.

Technical support has been oaky. When we have needed them, they have been helpful and responsive. We're satisfied with the level of support we receive.

We have 24/7 help if we need it. The technical support on offer is quite helpful. The offices are also in Mumbai, and that makes it very easy to connect with them and get help when we need it.

The support could improve. This is due to recent acquisitions. The time it takes to resolve an issue takes too long.

The response time from Sophos is deemed unacceptable by users. When opening a support case with any vendor, an automated email is typically received. However, in the case of Sophos, this automated email, lacking a personal touch, can take up to a week to arrive. Such delays are considered highly unsatisfactory. Consequently, the quality of their support has significantly deteriorated. As a result, users are reluctant to open support cases and would rather reinstall an appliance themselves than go through the support process.

I rate the support from Sophos XG a one out of ten.

The support from Sophos XG is very good. We can easily relate to the support.

I would rate the support from Sophos XG a two out of five. You cannot have good support without good documentation.

If you look at the software environment now, anywhere you go, you see the documentation for everything that has been done. Sophos XG has documentation, however, you should not need to have a certification to be able to understand it.

I have not had need for technical support. Mostly, I find what I am looking for on the internet. 

My experience with technical support has been poor because I have not had any support. When I have had issues, I have gone to their help files but have not had any technical support.

The technical support has been great. All of our technical staff have been certified as Sophos administrators. They were able to offer us the training to make sure that all of the support staff are familiar with the functionality of the product. Then, in terms of technical support that we may need, when we call the Sophos team, they are usually very available and they are even able to support us remotely if there is a need to do that. We are extremely satisfied overall.

I didn't have any direct interaction with Sophos. Their online documentation is very good. It is much better than Cisco.

I'll give Sophos XG technical support an eight out of ten for their service.

The technical support is great.

Customer service is good but has room for improvement like all others. 

There is no maintenance required with Sophos XG because it is a cloud product.

I think that the technical support is very good, and similar to FortiGate,

I actually dealt directly with a Sophos engineer and I must admit, they've been very fortunate that the guy can help even on the weekends and so forth. I'm very impressed with that.

I did have a circumstance where the firewall had been damaged during a lightning storm or something like that, and I called them to help me diagnose what the issue was. They were good about the diagnostic. They were good about spending the time with me to figure out what was wrong. In the particular case that I was researching, it turned out that one of the ports was bad for some reason. It was either because of the lightning storm or some other reason. It was under warranty, and they replaced it with a new unit. So, I'm satisfied with Sophos' support.

We have never contacted the technical support for Sophos. Once or twice we called the local support but not for Sophos.

I use the local support in South Africa. If they can't help me, then I log a case with their international support. They're fairly good, and they come back to me. 

I've had an issue once or twice where I couldn't understand what the support person was saying because those calls were probably routed to India. They were a bit difficult to understand. They spoke so fast, and I could not hear what they were saying, but it is generally not an issue. It is not a showstopper, and we manage to work. If I don't understand, I say to them, "Can we rather chat by email?", which makes it a lot easier.

Their support, we have a mixed review of it. It's good, but where it's bad, is because they're an international company that relies on many different continents to be able to get the support at different levels.

When we get into the people that are from India, that's where the support becomes not as efficient as we would want it to be. They have different rules of operating under and they don't show themselves to be flexible. Whereas where I am, currently I'm in Canada. When I speak to the support people within Canada, they're much more flexible when it comes to trying to follow us up on what we're trying to do and get the thing working. They're more flexible.

We only used technical support during our initial deployment. After that, we didn't need support because the product was working perfectly well. We trained ourselves on the newer software and we are capable of managing and maintaining our own firewalls. In addition, Sophos provides online documentation which is very user friendly. If you follow the steps you get the result. 

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.

Their account manager and support in Africa are not so good. Their community support is very good, and a lot of times, I use their community when I need any kind of support, and I get a response for my issue. 

I have never contacted technical support.

Technical support from Sophos has been brilliant. We deal with them on any L3 issues and they are always helpful. 

I have found the technical support to be very helpful and responsive. I am pleased with the level of support I can get. They always provide proper solutions to all issues, whatever we face.

Dealing with Sophos technical support is a very easy process, from the regional business directors all the way up to the president. They have very good people and their customer support is amazing. That's one of the big things I love about Sophos. Their customer support and the group of people that run that company are amazing people, great people. I've never seen the support on any other platform that I've seen with Sophos.

We have support from the supplier of our firewall, and if needed, we also get support from the people who develop our software.

The technical support is very good. Two months ago we needed help with implementation and they helped us with the configuration of Azure and this solution. You are able to find everything in the documents for the solution, it comes with easy to follow information with photos.

I have been in contact with technical support many times and they are very good.

I rate Sophos support 10 out of 10. When my device was freezing, I contacted them, and they sent me a replacement. I didn't have a redundant device, so it was urgent. It only took a couple of days for Sophos to ship the device to Kenya. 

The technical support team is good but sometimes, there is a large delay in answering the phones.

Technical support is good and easy to deal with. If I have a problem, I open the ticket, and I call, and the problem's solved automatically by them.

We've been in touch with technical support and found them to be very accommodating. We are very satisfied with eh level of support they provide to us.

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.

The Sophos forum and Sophos direct support are excellent. 

On a scale from one to ten, I would give Sophos support a ten.

Our clients have a good system of support over here. They have full support. They get support from the distributors, from the partners, and then directly from Sophos.

I haven't had any problems with their technical support. Every time we've had to call them, they have been fairly reliant. They have been able to solve the issue or the question that we had.

I like their technical support. With Cyberoam, I remember the technical support used to work closely with us. They used to configure some features for us and help us resolve problems, but not just by email. They used to work with us and show us how to do it. I think that was nice, but in Sophos, they give us instructions and help us, but by email.

Technical support is quite good. That said, we really haven't had any issues with the product itself.

We have received good support. For the small number of issues that we have had, we received help from IT. This included assistance with configuring some additional policies. Whenever we reached out to them, they were very prompt in terms of responding to us.

The technical support team is knowledgeable and they are good, although it is very hard to get a hold of them. You sometimes have to wait in queue for over an hour to speak with somebody. To me, that is the most frustrating thing about Sophos.

From time to time I use technical support provided by the seller and sometimes I use the online support, but not that much actually. It has only been for a very few issues. And the support I have received is not bad.

I have contacted support once or twice to receive some clarification. I had a good experience.

I haven't dealt with Sophos support because I'm just doing the basic implementation for the Sophos. But I Sophos support is very experienced and helpful. Sophos has a team for administration and implementation—a good team to improve the application. 

I used Sophos tech support for the previous solution because Sophos sold that as well. Now, we only work with the external partners. So for the moment, I haven't had to send questions directly to Sophos. But my past experience with Sophos support was good. It was very professional and easy. We stay with Sophos software because of the technical support.

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.

The Sophos XG technical support we receive from our local vendor, they are very helpful.

The support we have received from the partner has been good.

We are satisfied with the technical support but having said that, we didn't need much support because the menus and all the online documentation is self-explanatory. There was no failure so we didn't have to actually log a call with Sophos. 

Their support is good. We get local support from them.

I have not needed to contact support.

I have not had issues that required contacting technical support.

It has been a very long time since I have contacted Sophos technical support. It was very difficult to get connected with customer service. Finally, after reaching customer care, which was handled by Cyberoam, they helped me out and fixed whatever issue I was facing.

My customer care team is not in India, and this is something that we expected to have.

We communicate with support frequently. Many times, we encountered hardware technical issues in the previous version, and they replaced the device for us. We have contacted them numerous times for this purpose. They resolved this issue for us.

We have not really used technical support. If we have an issue, we resolve it ourselves.

Technical support is always an issue, not just with Sophos but also with other brands. It is extremely difficult to interact with support within the time frame that the customer expects.

In general, it takes more time to solve a problem, and better independent actions are required.

The support is really good. With all the firmware upgrades, maintenance, feature and general firmware releases which occur nowadays, I really appreciate Sophos support. It is really good. 

This said, it could be faster, as it is not immediate. This can be problematic when I require urgent support, such as when my device is in a production environment. 

The technical support is okay.

We're mostly happy with the technical support. It's better than Microsoft. Any issues we have may simply come down to the SLA. 

I have found the technical support could be more knowledgeable and faster in the future.

Technical support is very good.

We get our support from the local distributor.

Technical support is pretty good, although I did have some issues with its availability during the COVID-19 pandemic, even though this seems to have been a challenge faced by all major support companies. There were delay issues owing to their teleworking, but the support they offer is quite supportive and they have all the necessary documentation.  The truth is that I have a need for many cases, although the ones I require have to do with things that are out of my control, such as licensing or the occasion of a new app that failed to show up in the console. I have many sub-sites and I did face a serious issue. Technical support was pretty helpful even though I had to redesign the typology of one of my sites. They actually tried assisting me with the original design and I found them to be quite helpful and to possess a good base of knowledge on the site. 

Technical support is good, in general.

Sophos does not provide immediate support, such as SonicWall does with its toll free number. This may take an hour or two, although I suppose things would be different were we to raise a critical ticket. 

I have been in contact with tech support within the last week or so. 

Their technical support is okay. Sometimes, during the webinars, when I have some questions, they respond to them, but sometimes, I don't get any response.

Their technical support is good. Whenever I have contacted them, they have given us support. They have been quite fast.

Technical support for Sophos is very good and they have a big presence in South Africa. It uses something called Sophos Central, where support can fix the problem before you, as the user, actually finds it.

I appreciate their support. Their support is good.

We had an issue, but after speaking to the technical support, I understood it was a problem with Sophos, not a firewall problem, but with the endpoint that was related to the encryption of the disc. The problem is if you have a computer controlled by Azure at the same time as Sophos, then there may be some incompatibility problem between them because both of them are trying to control the computer and the encryption of the hard drive.

The technical support is good enough. 

I regularly contact them. Connecting Sophos support is quite a difficult task during the pandemic. We are facing difficulties getting support on time through email or phone. Sometimes when a problem comes, it has to be sorted for the customer quickly, but it is taking time. One of the customers has just upgraded a firewall from Cyberoam firmware to Sophos, and it took them around ten days to get that firewall upgraded from Sophos.

Technical support could be better. I already opened a ticket three days ago, but they are not interested or have not cooperated with the end customer. But Juniper and Cisco are fast to respond compared to Sophos. Sophos is really complicated, and it's not fair to buy the annual support when they don't provide any support quickly when you request it.

The reaction times of technical support are slow. They should be more responsive. We're not completely satisfied with the way they handle it.

We provide technical support to the customers. We provide our own SOC to support the security solution and we complement the Sophos support plan.

Their technical support is fair, as well as the forums. Today there are only webinars, but we are trying to keep up with the latest technologies and trends.

We are also trying to keep up on how the hackers work because we are working with different associations of security worldwide that way we know the best way to protect our customers and what we need to sell to our customers.

We rarely contact their technical support. There was a time when our head office contacted their technical support. It was an issue in 2008, and they provided a patch.

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. 

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.

I would rate the technical support a 10/10; they are very professional. I know a couple of those guys over there on a first name basis.

If I were to rate support from zero to 10, I would say about six or seven. The Portuguese Support is really bad. It's really not good. Every time you have an issue that's a little bit more complex, it's better to speak to the Global Support than the Latin American Support.

Sophos technical support is effective. 

The principal tech support is not very present in Malaysia. We are relying on the distributor. Most of the technical things we can handle on our own, like when it comes to setup. When it comes to the issues related to product hardware or software bugs, we will reach out to them. But the response is from the distributor.

The support could be a bit better.

The technical support is a real weakness but that seems to always be the case. Sophos has improved over the last couple of years. It's better than before but it's still not good.  

Before the current pandemic, technical support was good, but it is becoming worse.

We had one issue with Cyberoam, but it was upgraded with Sophos. They helped us, but it takes a bit of time to resolve it but it's fine. 

Technical support is good.

The technical support is fine overall.

I've never had to deal directly with technical support.

Technical support is just awful. They are not helpful or responsive. We are not satisfied with the level of support on offer. They need to improve this aspect. They simply do not reply.

They have very bad response times. It's very strange. Before, when I was dealing with Cyberoam, before Cyberoam was acquired by Sophos, it was good. Now, it's Sophos XG, and, while Cyberoam support was amazing, Sophos support has just gone down the drain. I don't know why.

The technical support has been good.

We're not overly satisfied with technical support. We'd like to see local support, from within our country. Due to the fact that it is coming from outside, the response is very slow. We'd like it to be faster. We aren't completely satisfied with the level of service we get. 

I have interacted with them a few times. I am very satisfied with their technical support.

They have proper support in the technical point of view, and their English language is not clear. You know that they are not native English speakers. That's one of the things that I faced. But they have very good knowledge.

The technical support is awesome.

Since Sophos XG moved the support from London to somewhere in the world, such as India, it's a little bit longer to receive a fast response. They are knowledgeable but they are slow to make decisions. For example, we had a firewall and the hardware was defect. It was really clear, but we had to have a long discussion for them to be able to send us the new firewall. It took one or two weeks until the supporter was able to talk to someone who can make the decision. This is too long, this process could be streamlined.

There needs to be more tutorials and documentation. I have not done a lot of configuration because I need more training.

I have not used technical support just yet. If some issue comes through in the future, I will reach out. However, as of now, I can't speak to their level of responsiveness or their knowledgeability.

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.

The Sophos support team is good now.

We are not very happy with the customer support they provide — it's quite slow.

A year ago, we contacted technical support regarding the high security licensing fees but they still haven't gotten back to us; they're still analyzing the log.

Support-wise, I would only give Sophos a rating of three to four out of ten. 

We get a local-level team for support. There is less support with Cyberoam.

We offer contact center services and have a channel to reach the product support team, and they are ready to help when needed.

I have a lot of issues with Sophos technical support. I still have some pending issues that need to be resolved. It's very odd in the beginning because your first contact is with the sub-part of another sub-part of Sophos based in India or Pakistan. It's very odd to have a quick connection with the second level or third level engineer at Sophos in UK.

I have personal contact with some security managers and the sub-part manager of Sophos support. When they don't resolve a problem quickly, I send an email, or I call my contacts Sophos UK, and it happens! They have good reactivity.

We are constantly in touch with the distributor in Zimbabwe and they are excellent.

The technical support from Sophos is excellent.

I would say that Sophos Brazil has an excellent support team.

The support is a bit behind compared to other vendors.

Their support should be improved. When we open a support case on their support portal, it first goes to their tier-one support. When an issue is complex, it takes a long time to escalate a support case to a level-two engineer, which is frustrating. Their response time is slow.

The customer support is not that good. We found the support to be extremely slow in response.

I rate Sophos XG support a three out of ten.

The support that we used was great.

Technical support is pretty good. We've been happy with their level of responsiveness. I have no complaints. 

The technical support was very good before. However, now it is very difficult for us to reach them. There are crucial times when we need to speak to support but they take up to three hours to resolve or to address the issue. Sometimes it takes them 45 minutes to answer the call. When you are with a client you cannot wait this long. 

The technical support needs to improve their response time in answering the calls and finding a solution.

The technical support is good and they provided me assistance through email.

I have not connected the technical support from Sophos XG. I have only used online support from websites which was good.

Technical support is very good. They are very prompt.

We are facing some technical issues with Sophos XG right now. We have already escalated this issue with the Sophos technical support. They seem to be working on it.

We are satisfied with the technical support. They reply quickly to our queries, but sometimes take time upgrading their systems.

We are a reseller and  our first and only support case was not very effective. It should not be used as a guideline.

We have contacted the support from Sophos XG but we do not require the support often.

The technical support is very, very bad.

Customer support needs to be improved. The time they take to resolve issues is too long.

Our experience with technical support has been positive.

We have support from the local distributor. We have rarely had the need to contact technical support but when we have, we have had quick responses from them.

We had to use support a few times and the answers we received were straightforward and in a timely manner.

I haven't used technical support from Sophos. I have not required it. It's been easy for me to sort out myself.

I have contacted technical support three to five times per year.

It's good, but I don't have many questions to ask.

Technical support is good but there is a delay in response.

The response time needs improvement.

At the moment, we haven't had a reason to contact technical support.

Sophos is being preferred only because of their technical support. The tech support there is very good. It is a five-star support system that they have there.

I have not had any cases where I had to log technical support, but I believe it would be fast enough in case I needed to reach out to them.

Technical support could be improved, it's not great. 

Satisfactory.

It's very good, very responsive, and they resolve our issues in no time at all.

Technical support, I would rate it as a six, because the technical expertise level from this product is below the level I’m used to. Also, the response times have increased since the launch of Sophos XG.

The support we have received from Sophos XG has been good.

Dealing with technical support is not simple. 

The Sophos XG technical support is good. 

I have not had any experience with technical support.

I have not been in contact with technical support.