I want to share some deep seeded frustration here. We are a fairly new partner and honestly up until this weekend we were very excited about rolling out Sophos UTM / End Point Prot. to a number of existing clients. We purchased a 6 hours block of Pro Support as I understand should be invaluable for the initial setup/conf/implemention. We booked 2 hours a few days prior to upgrading our firewall. Pro Support were supposed to migrate all the rules from our ASA and configuration so the transition went smoothly. It was far from it. Saturday afternoon we started our deployment. Only 1 of 3 Site to Site VPN Links worked and we scratched and clawed to get a second one working. However, the second one would connect then drop packets. 1 was fine which was connected to a WatchGuard UTM and the one dropping connection was an ASA 5512. Next we noticed none of the SSL or Anyconnect VPN was setup in the XG and Support was absolutely useless. I hate to be so negative but we are talking very junior. They said they only deal with "Break Fix" not Configuration and Troubleshooting. "You will need to speak to Pro Support for that", which are clearly unavailable unless you schedule time in advance. Third issue was our subscription Lic. for our XG did not work so we were unable to lic. any of the modules which of course have pre-defined policies etc etc .... We phoned support, they opened a case with customer care. We heard nothing for 7 hours. I phoned back and the next agent said Customer Care are not available on weekends. I asked to please speak to an on duty supervisor and the agent replied "Sorry, we don't have managers available" Are you kidding me? So if someone has a Lic. issue you cannot get it dealt with? I also emailed licensingquieries@sophos.com or whatever the address was. Nada. No response. I could go on but I think you get my point... A lot of this could have been avoided.
I really hope this is heard by Sophos management and I am contacted.
Thanks for listening.
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