Sophos is modernizing its systems by mid-October. Orders will still be accepted, but hardware and licenses will not be shipped until after the changeover. You can find out more information about this and which products are excluded in the blog post.
Sophos SW/Virtual Enhanced Support – 16 CORES & 24GB RAM
1.013,65 € - 3.201,00 €
Description
Learn more about the
Sophos Enhanced Support
Sophos Enhanced Support ensures that you have a point of contact when you have problems with your firewall. Support is available 24/7, including holidays, to answer all your questions and solve any problems, both by email and by phone.
Important to know
Enhanced Support is not a free pass to have the Sophos team take care of your firewall configuration at no cost. A support ticket should only be opened if a function of the firewall is no longer working properly in your opinion. Sophos Support will not accept requests because you lack the necessary knowledge to configure them. In such cases, please contact us so that we can configure the firewall as desired within the scope of our support conditions.
Incident levels and target times
Sophos Enhanced Support offers different incident levels based on the urgency and impact of the problem. This will help you understand the type of support you can expect for different types of problems. Incident levels are defined as follows:
- P1 - Critical: In the event of a critical system failure or other event that significantly impacts operations, Sophos's goal is to respond within 1 hour.
- P2 - High: For a high incident that significantly impacts operations but is not critical, Sophos aims to respond within 2 hours.
- P3 - Medium: For an incident that results in limited operation but is not critical, Sophos aims to respond within 8 hours of operation.
- P4 - Low: For low incidents or general requests, Sophos aims for a response within 24 hours of operation.
For more detailed information, you can visit the Sophos Incident Level web page.
Escalation process
If you are not satisfied with the support provided, Sophos Enhanced Support offers a clear escalation process. To escalate a support case, you can send an email to the support team requesting escalation, or you can also request escalation directly through the support portal.
This gives you added confidence in support and ensures that your concerns are always taken seriously and resolved quickly.
Firmware updates
Sophos Enhanced Support ensures that your Sophos Firewall is always up to date. This service provides regular firmware updates that ensure optimal performance and security of your Sophos Firewall. In addition, new features are constantly being added to extend the functionality of your firewall.
Thanks to Sophos Enhanced Support, your Sophos Firewall is always provided with the latest pattern and feature updates. Pattern updates are installed automatically. However, your intervention is required for new features or bug fixes. Security hotfixes are also installed automatically if this default active feature has not been disabled.
Warranty extension
By default, Sophos Firewall has 1 year manufacturer warranty. If the firewall is defective within this time, it will be replaced. After this year, the manufacturer's warranty is terminated. With Enhanced Support, the warranty period is extended to a maximum of 5 years, provided that the license is also extended.
Advance replacement in case of hardware failure
In the event of hardware failure, advance replacement is part of Sophos Enhanced Support. This means that Sophos will provide you with a replacement device in the event of a warranty claim. The RMA Device will be sent within 24h after opening the ticket. Here we explain how to open a support ticket for a case or RMA: How do I open a support ticket with Sophos?
Pay attention to transport routes
Please note that the replacement process and transportation of the new appliance may take at least 2-3 business days. For critical environments, we therefore recommend setting up an HA cluster.
Sophos Enhanced Support included in bundles
Sophos Enhanced Support is included in the following license bundles:
- Standard Protection
- Xstream Protection
- Epic Protection
If you wish to purchase only the Sophos Firewall Appliance, you can purchase the Enhanced Support license separately.
Why did I not get the full term when I activated my license key?
f the subscription to be activated is Enhanced Support or a bundle that includes Enhanced Support and the Firewall is out of warranty, then the term of the new subscription will be reduced to make up for the gap in warranty. Sophos performs a fair-value calculation based on the value of Enhanced Support to cover the gap and is capped at a maximum of six months. o, if the subscription to be activated is Enhanced Support and the previous subscription expired two months ago, the term of the new subscription will be reduced by two months. If the subscription is a bundle that includes Enhanced Support, then the term of the bundle is reduced by the number of days that is equivalent in value to Enhanced Support coverage for the gap. The calculations are based on the USD list price.
Warranty & Support
Sophos Support Plans
No matter which plan you choose: You will always receive first-class service. With tailored support from Sophos, business disruption is minimized and protection is maximized.
Standard
Support
Included in the purchase price of a hardware or virtual Base License.
Enhanced
Support
Enhanced Plus
Support
|
Standard Included in the hardware purchase price |
|||
|---|---|---|---|
| Support By phone & email |
for 90 days during business hours |
24/7 |
24/7 with VIP contact to senior support engineers |
|
Security Updates & Patches Over the life of the product |
the first 3 updates included |
in active subscription |
in active subscription |
| Software downloads, updates and maintenance |
for 90 days |
||
| Hardware replacement & warranty |
1 year (Return / Replace) |
Advance exchange |
Advance exchange |
|
Access to support knowledgebase and support forums |
|||
| Remote Support | |||
| Remote Consulting |
Up to 8 hours by senior Sophos engineer |
||
|
Support & Warranty Extension for connected access points/REDs |
|||
|
Preferred treatment of problems and samples |
|||
| VIP Contact to Senior Support Engineers |
Avanet Services
Let us improve your safety
Our services are designed to help you keep your Sophos products running securely and reliably. In addition to the classic support for Sophos Firewalls or the Central platform, we offer the following services, which can be requested from us at any time:
Setup Services
Health Check
Upgrades
Workshops
Migrations
Firewall maintenance
SLA
Security audits
Request more informationSetup Services
Want to have your Sophos products set up by professionals? We support you during commissioning and configuration for smooth operation.
Migrations
You would like to change from your SG Firewall (UTM) to a XGS Firewall with the SFOS operating system? Thanks to our experience, we can also manage your changeover without any worries.
Health Check
You have set up your Sophos products yourself and would like us to check the configuration? We will check your settings and give our recommendation.
Workshops
Is it your job to be knowledgeable about Sophos products in your organization? We offer targeted training that is completely tailored to your needs.
Resources
Deepen your knowledge about Enhanced Support
Sophos Support – Services Guide
Sophos XGS Firewall – Datasheet
Sophos XGS Firewall – Brochure
Sophos Firewall – Solution Brief
Sophos Central Firewall – Datasheet
Next-Gen Firewall – Buyer's Guide
Cybersecurity System – Buyer's Guide
Sophos Central Firewall Reporting – Datasheet
Sophos Firewall and SD-WAN whitepaper
EDUCATION & GOVERNMENT
Special awards for educational and government institutions
Sophos offers special discounts for schools and government institutions to meet specific budget requirements. A discount of at least 20 % can be expected.*
Ask us and we will prepare an offer for you completely free of charge and without obligation.
* Special pricing for educational and government institutions is only available in the DACH region.
Request special pricesTrial version
Try Sophos Firewall free
Familiarize yourself with the Sophos Firewall user interface before purchasing. See for yourself how intuitive this advanced operating system is and learn about all the features of Sophos Firewall.
Use the online demo for instant access directly in the browser, without installation. Or download the Sophos Firewall software for free (ISO) and install it on your own hardware.
Use the following credentials to start your online demo. Username: demo / Password: XG@demOuser
Help with purchase
Are there any questions about the product?
It is better to ask again before buying, before you end up holding the wrong product in your hands.
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