Hi Guys
I have been using Sophos Central for my companies AV protection for the last 14 months. (I was previously using Sophos in house). At this stage, I am thinking about dumping the whole product and moving back to something else (non Sophos) It lacks value for money and service is just not acceptable any more. We have had issue after issue with the service and nothing seems to get resolved. If it does, something else seems to take its place.
1. Many machines don't have the Sophos Antivirus service anymore. All other services are running. The service seems to have disappeared. Sophos Support find it hard to either reinstall the service or application. I've had to wipe machines to get this issue fixed. There is no explanation or resolution at present for this. This just cannot continue.
2. Policies - the management of policies and changes/updates to policies do not get pushed to the clients. I made a change to a policy but it might takes hours (or never actually get applied!!) I have servers/computers showing as connected on the Central Admin and status as updated , but when I check the local Sophos agent , it states that many of the polices are weeks/months out of date. (Heartbeat/Network Threat/Web Contol) for example.
3. Unannounced changes to url or rules running the Sophos Central Admin platform. I have some firewall rules to whitelist the Sophos application based on URLs based on Sophos own documents. At some point towards the end of May 2017, a change was made that stopped 90% of my clients from connecting. I can see from the rules that the client is now directly trying to talk to the amazon web services (no Sophos in the URL). I contacted support on this , but they hadn't a breeze. I know Sophos is running on the AWS cloud. The clients are still chatting away to servers in the AWS , but the Sophos whitepaper still doesn't cover this. This is still an issue today (despite allowing a few computer to by pass by firewall to see if the agent would update)
4. During that May 2017 'change', the management of policies for servers and endpoints was also changed. Again, no communication about this change and Sophos Support agents hadn't a breeze.
4. 2 days ago, there were more updates or changes pushed down to my servers. (I'm unsure as to how this happened because when I check the Central Admin portal , the server still show as not connected for over 4 months!!) The Sophos agent was updated (new Sophos blue icon in notification tray). This resulted in the process Sophos Data Recorder Software hogging 99% CPU with the knock on effect that some servers/applications becoming unresponsive.
the first level support agents, who I feel for, don't know or are not told or trained enough. They don't know what to do really to resolve issues. They follow some internal docs in the hope it works. Further, while on a call with a support agent, she announced that it was the end of her shift and then hung up the call!!! I got a call back the next day, where after an hour, she again told me she was finished for the day and in fact was going on holidays and would pick my case back up on her return!.
Every time I log into the portal, Sophos inform me of new features or products I can now trail or purchase from them. I wish somebody would take notice and resolve the products I've purchased. From the look of this form, I am not the only person having these issues. This is one of the perils of SaaS.
Who in Sophos is going to step up to the plate, tell me what exactly the problem, own the problem and get it resolved?
F.
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