Sophos Enhanced Plus Support
A simple approach to comprehensive support

More pricing below, click here!

At Sophos, we understand that support needs to be comprehensive and aligned to the needs of your organization. We also believe it should be simple and easy to use—with a highly trained technical support representative available to you 24/7.

Highlights

• 24/7 Multi-channel Support provided by Sophos
• Automatic software downloads and updates
• For applicances, Advanced Hardware replacement for as long as your support plan is active
• Comprehensive suite of services built to match your organizational needs
• Premium services that include personalized support
• Follow-the-sun delivery provides expert assistance when and where you need it

We’re a member of TSANet, the worldwide vendor-neutral support alliance. We’ll work directly with other vendors to help solve problems that involve their technologies.

Sophos has you covered, 24 hours a day, 7 days a week.

Sophos Support provides a variety of plans to meet your organization’s needs
At Sophos, we build products that are simple yet comprehensive—we take the same approach with our Support. With options that range from basic technical support to those that include direct access to senior support engineers and customized delivery , Sophos has a plan to fit your organization’s needs.

We take a personalized approach to support—meaning you can choose the package and options that are right for you. You’ll get help when installing, configuring and upgrading our products and resolving any technical issues.

Personalized support designed for customers with critical needs
Choose our Enhanced Plus or TAM Support plan and you’ll gain a number of other benefits as well. Additional features include direct access to senior technical resources, up to 8 hours of remote consulting, and a dedicated technical account manager to address any issues quickly and help prevent any potential problems from happening.

Protecting your investment with advanced RMA and extended warranty
Your warranty on our hardware appliances will be extended as long as you are continuously active on your support plan. We also offer advanced RMA replacement for all support plan holders.

Ensure your business operates at peak performance
A Technical Account Manager (TAM) is the right choice for those looking for proactive help. A TAM is your dedicated resource; your advocate in Sophos. Your account manager will have a comprehensive understanding of your environment and needs and can assist you with the coordination of all aspects of your Sophos support. Because your TAM understands your business and your technical implementation, he/she is able to solve problems quickly as well as give you important advice and suggestions that will prevent problems from happening.

Sophos Support Plans

No matter which plan you choose, you will experience the highest level of customer service on the market. Our mission is to minimize business disruption, maximize protection, and increase the value of your investment with the appropriate level of customer support.

Support level	Enhanced (Included with Endpoint)*	Enhanced Plus	TAM
24/7 multi-channel support
Software downloads, updates, and maintenance
Access to support knowledgebase and support forums
Warranty (Appliances only)	Warranty valid as long as support contract active (5 year EOL)	Warranty valid as long as support contract active (5 year EOL)
Hardware replacement (Appliances only)	Advanced	Advanced
Remote assistance support
Remote consulting		2-8 hrs per year while contract is active**
Priority case and sample handling
VIP Access to Senior Technical Resource team
Named Technical Account Manager (TAM)
Front of the line access to product information
Personalized communications and alerts
Performance and feature optimization
Enhanced escalation
Emergency Onsite Support

*Enhanced and Enhanced Plus are available for Sophos Firewall Manager and iView software products, but are not included in the base license. **The number of remote consulting hours provided is based on the Sophos product you have purchased. Remote consulting hours range from 2 to 8 per year while the contract is active.
Technical support and updates for RED and Access Point follow the appliance to which the devices are associated. For extended hardware warranty, the appliance must be covered under an Enhanced Plus support plan.

Documentation:

Download the Sophos Support Plans Data Sheet (PDF).

---

Pricing Notes:

• Note: Applies to Sophos Endpoint, Encryption, Mobile, Web and Email Gateway Products. If you require support for Sophos XG Firewall products, you need to buy relevant SKUs from 'Sophos XG Firewall'.
• Pricing and product availability subject to change without notice.