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Sophos support - thumbs up!!

Louis-M

We had a issue with our UTM yesterday afternoon so we had to call on Sophos support.

The last time I used them which was last year at some stage, I did this by opening a ticket and via email etc. It didn't work out well with it taking nearly 8 weeks to resolve.

This time, I telephoned them and I didn't have to wait long for a response. The first line of support tried to help and spent about 30 mins but to no avail. That was towards the end of the day and they escalated it to the next level.

Today, called back when they said they would and spent another 60 mins on the UTM to get it back up and running.

At all levels, we were kept informed and are more than happy with the response and their courteous technicians.

So well done Sophos and thank you. Louis



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  • Yepp! The support (in Germany) is a lot better than last year.

    Sophos is one of the few companies who really react on concerns ot the partners.

     

    Thumbs up!

    CS

  • in reply to CS

    I agree. This was totally different to when I used them last year and very pleasing to see.

    If companies aren't convinced that they can rely on support, they will move on. It's a major part of why some choose a product.

    As the world becomes more connected, we are requiring the infrastructure to be as reliable as possible. While we accept that it's not going to be 100%, when things do go wrong, minimal downtime is the name of the game.

    In our case, we had another egress/ingress point albeit a slower connection so end users didn't really notice anything. But if it had gone completely, we would have had people banging at the door constantly for the whole 12 hours it was down. They simply can't do without it now.....

    So it's becoming more vital that companies who produce products like the UTM offer a good level of support and service which Sophos did on this occasion. Credit where it's due.

Reply
  • in reply to CS

    I agree. This was totally different to when I used them last year and very pleasing to see.

    If companies aren't convinced that they can rely on support, they will move on. It's a major part of why some choose a product.

    As the world becomes more connected, we are requiring the infrastructure to be as reliable as possible. While we accept that it's not going to be 100%, when things do go wrong, minimal downtime is the name of the game.

    In our case, we had another egress/ingress point albeit a slower connection so end users didn't really notice anything. But if it had gone completely, we would have had people banging at the door constantly for the whole 12 hours it was down. They simply can't do without it now.....

    So it's becoming more vital that companies who produce products like the UTM offer a good level of support and service which Sophos did on this occasion. Credit where it's due.

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