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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€663.82
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
What is Sophos Enhanced Support?
An upgraded support offering that provides expanded technical assistance, access to advanced troubleshooting resources, and escalation channels beyond standard support levels. Specific features and coverage depend on the purchased support agreement.
How do customers initiate a support request with Sophos Enhanced Support?
Support requests are typically submitted through the vendor's official support channels, such as the support portal or product management console; submission methods vary by account and contract.
What types of issues can Enhanced Support help resolve?
Technical issues including installation, configuration, diagnostics, and troubleshooting for covered Sophos products; scope depends on product capabilities and the terms of the support agreement.
Does Enhanced Support cover software updates and patches?
Support and update entitlements are distinct: Enhanced Support addresses technical assistance, while entitlement to software updates and patches is governed by licensing and maintenance terms.