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Sophos Support Dissapointment

absolut_legend

Hi All,

I can not seem to get anyone at Sophos support to provide any kind of useful support. I am curious if anyone else is experiencing this.

The forums are down, their support sucks and one of my clients's email proxy is down in a HA production environment...

Last time I had an issue, I had to resort to a clean firmware install to fix it as I could not continue waiting for a dead-loop solution.

This time... seems it is the same. I'm being bounced between support staff that don't provide an answer, don't provide any reassurance and refuse to call their client back.

After over 15+ years of supporting Astaro and Sophos... I just can't believe it has gotten so bad.

Maybe, just maybe... someone will read this and perhaps react and get back to me.

Otherwise, looks like my weekend is gone doing a complete firmware reinstall again and having to calm very heated customers.



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  • Hi absolut_legend

    I know about situations like that and am happy the box is running again, and we are also 15+ Astaro Users :-)

    About support I can only tell you that my last support phonecall this summer (we had 3 calls in 15 years...) was answered from somebody in Germany, our HA configuration got corrupted and they wanted to help. But the knowledge and experience wasn't really big (we found out ourselves that linked aggregated interfaces get lost when establishing the HA slave but didn't do more analysis).

    It might also be a question if you have premium support or standard and as we are in Switzerland I don't know about support in US. If you don't have really redundant installations I would suppose a premium support contract as also technicians want to get paid if they have to be experienced and available around the clock.

    cheers

    ....and of course we bemoan the loss of Astaro as company, I just hope that Sophos keeps up a high level, sometimes after some years those big concerns separate again and who knows if Astaro is coming back.
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  • Hi absolut_legend

    I know about situations like that and am happy the box is running again, and we are also 15+ Astaro Users :-)

    About support I can only tell you that my last support phonecall this summer (we had 3 calls in 15 years...) was answered from somebody in Germany, our HA configuration got corrupted and they wanted to help. But the knowledge and experience wasn't really big (we found out ourselves that linked aggregated interfaces get lost when establishing the HA slave but didn't do more analysis).

    It might also be a question if you have premium support or standard and as we are in Switzerland I don't know about support in US. If you don't have really redundant installations I would suppose a premium support contract as also technicians want to get paid if they have to be experienced and available around the clock.

    cheers

    ....and of course we bemoan the loss of Astaro as company, I just hope that Sophos keeps up a high level, sometimes after some years those big concerns separate again and who knows if Astaro is coming back.
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