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SLAs and Escalation Tree question

Alex Raz

Hello, Sophos community.

I am somewhat disappointed with Sophos Home Premium Support, to be honest. it feels like reported issues are being added to endless list of forgotten items and sent away into black hole abyss. 

I submitted a case on 31st of October, 2022. Today is 5th of December. The latest update in November was "...at this time we do not have an update."

My question to Sophos Home Premium Team- what is your internal SLA to resolve customer requests? Especially, if a customer asked to escalate the incident? 

If there is no SLA (which is very unusual for a Premium product), is there an escalation tree customers can rely on in case their case goes stale or there is an emergency? 

There are no phone numbers we can use to contact support at the moment either. 

Can you please provide steps to allow customers a way to speed up resolution of incidents? Besides sending numerous emails that is.

Maybe there is a corporate phone number or contact we can use to reach customer support department within Sophos? Can you please share a useful contact? 

 

Thank you,

-Alex.



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  • 0 in reply to emmosophos

    Hello, there.

    It seems Sophos Team is missing the point. I asked about SLA and escalation tree, if there is any. i didn't ask for a status update on my case Slight smile i doubt Sophos Community is interested in that.

    I guess this is another example how customer concerns and questions are ignored. But thank you for replying!

    -Alex.

  • 0 in reply to Alex Raz

    Hello Alex,

    Thank you for the clarification.

    About your posts, I am not sure why they’re being flagged as abusive, but I have approved both of them.

    I will pass down your question to our Sophos Home team about SLA so that they can clarify.

    Additionally, you can reach directly to them via Twitter @SophosHome

    Regards,