Sophos XGS 5500 Enhanced Support

Sophos Enhanced Support - For support from the Sophos team, hardware warranty and continuous updates.

Support from the Sophos support team around the clock

Sophos Enhanced Support ensures that you always get the help you need. The Sophos support team is available 24/7 to answer all your questions and resolve any issues, both by email and by phone.

Here we explain how to open a support ticket for a case or RMA: How do I open a support ticket with Sophos?

Support hours: Support is available 24 hours a day, 7 days a week, 52 weeks a year, including holidays. 24x7 support is available in English.

During local business hours, support is also available in the following languages:

• Italian
• Spanish
• French
• Japanese

⚠️ Support does not mean that the Sophos team will take care of the firewall configuration. If a feature stops working, this is a support case everything else is configuration of a new firewall or feature and may not be covered by support.

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.

⚠️ 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.

Sophos Certified Engineer Program (SCEP)

To ensure the quality and efficiency of the support team, Sophos offers the Certified Engineer Program (SCEP). Through this program, you can be assured that you will be supported by qualified engineers who have the expertise to best support your Sophos Firewall.

Buy ⚠️ annual license and get only a fraction of it

Attention: Sophos reserves the right that the subsequent purchase of the license means a shortening of the term. The reason for this is that some customers purchase the Sophos Firewall appliance and only add Sophos support when a problem occurs.

Learn more: Sophos Support Services Guide