About this software
Sophos Enhanced Support is a support level for customers who hold valid Sophos product licenses and paid maintenance. It provides web access to software downloads and updates, a searchable knowledge base and support forums, and an online support portal for case management. The plan includes remote-assistance capability (with customer permission using industry-standard tools) and eligibility for Advanced RMA hardware replacement for specified appliances.
Purchase
Sophos Enhanced Support
In Stock
Delivery: 1 working day
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€803.22
Free and without obligation
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Benefits
- Software updates: Access to scheduled software upgrades and malware updates via web download.
- Knowledgebase and forums: Searchable knowledgebase and community forums for troubleshooting and guidance.
- Online case management: Open, view, and manage support cases through the Sophos Support Portal.
- Remote assistance support: Support engineers can request remote access with customer permission using standard tools.
- Advanced hardware replacement: Eligible appliances may receive expedited Advanced RMA replacement under the plan.
Available languages
- English
- Spanish
- French
- German
- Japanese
Support information
- Access method: Support is accessed via the Sophos Support Portal and online knowledge resources.
- Remote tools: Remote assistance uses industry-standard tools and requires explicit customer permission.
- Advanced RMA service: Advanced RMA applies to eligible Sophos appliances and is subject to contract terms and product lifecycle.
- Eligibility requirements: A valid product license and paid maintenance are required to receive Enhanced support services.
- Enhanced Plus add-ons: Enhanced Plus adds VIP routing, remote consulting hours, and prioritized malware sample handling.
Frequently asked questions
Who is eligible for Sophos Enhanced Support?
Customers with valid Sophos product licenses and paid maintenance fees are eligible; Sophos partners are eligible at no charge.
What support channels does Enhanced include?
Web-based downloads, knowledge base, support forums, and the Sophos Support Portal for case management; remote assistance is available.
Does Enhanced include hardware replacement for appliances?
Advanced RMA hardware replacement is included for specified appliances when covered by a valid support contract; eligibility varies by product.
How does remote assistance work under this plan?
Sophos may request remote access with the customer's express permission using industry-standard tools for diagnostic purposes.
Where can full terms and service details be found?
Refer to the Sophos Support Services Guide and the Enhanced support page on Sophos' documentation site for full terms.