Sophos Technical Support

Sophos Technical Support

 
     
 
 
 
 

 

 

 

Technical Support

Providing help 24/7

 

Sophos Technical Support is delivered through three packages: Standard, Premium and Platinum. Each package ensures you get the most out of your investment and that you remain protected against increasingly complex and evolving threats.

 

A global team of Sophos experts provides 24-hour help all year round with installing, configuring and upgrading our products and resolving any technical issues.

 

Standard Support is available around the clock, every day of the year and is provided at no extra cost – it's all part of your license fee. Premium and Platinum Support are available for an additional fee, based on your license cost, and provide defined service level agreements.

 

Sophos is a member of TSANet (www.tsanet.org), the worldwide vendor-neutral support alliance. This means that Sophos can work directly with other vendors to help solve problems that involve their technologies.

 

Key benefits

  • Delivers help 24/7 via phone, web or email
  • Provides assistance in your language
  • Works with other vendors on cross-platform issues

An overview of Sophos Standard, Premium and Platinum services

 

Key features Standard Premium Platinum
Software downloads * * *
Software updates and maintenance * * *
24/7 support * * *
Web-based support * * *
Unlimited helpdesk access * * *
Access to Sophos support knowledgebase * * *
Support news and IDE alerts * * *
Basic incident handling * * *
Proactive product information * * *
Defined service levels * *
Priority incident handling * *
Priority virus sample handling * *
Remote system support * *
Subscription to Sophos ZombieAlert™ and Sophos WebAlert™* * *
Customer helpdesk preparedness training * *
Periodic support usage reports * *
Named technical support account manager *
Escalated incident handling *
Proactive system support *
Post-deployment best practices advice *
Emergency on-site support *
Customized support usage reports *

*Sophos ZombieAlert provides organizations with immediate warning of spam originating from their networks;

Sophos WebAlert warns organizations if their website has been compromised by hackers to host malware (available mid-late 2008).