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Enhanced

The following service components are available to all Sophos customers who are entitled to Enhanced support and have valid licenses and, solely with respect to products, paid up maintenance fees. Enhanced support is available at no cost to Sophos partners.

Software downloads, updates and maintenance

  • Web-based access to the latest scheduled software upgrades, including error correction packages and functionality upgrades
  • Web-based access to Sophos malware and spam updates in order to provide rapid protection against the latest security threats

Web self-help support and Support Forums

  • Web-based access to our forums
  • Comprehensive, searchable knowledgebase

  • Customer Resource Centers for each Sophos solution including:

    • “Getting Started and Making the Most of Your Solution” tips and best practices
    • System requirements, start up guides and manuals
    • Videos and demonstrations of the Sophos solutions

  • Product Upgrade Center with information on new versions, system requirements and upgrade guides

  • Product advisories and security threat information

Access to news subscriptions

  • Registration for news and alerts
  • General information on security threats and protection strategies through support news bulletins
  • Product release information on errors corrected, new features and installation instructions
  • Keep up to date on the latest products news, events and news via Twitter; follow @SophosSupport

Online Support case management and reporting portal

Unlimited access to the online Sophos Support Portal

  • View, open, close and manage Sophos Support cases
  • Access the latest support notifications, advisories and articles

Remote Assistance Support

  • In order to expedite the diagnosis and resolution of Incidents, Sophos Support may request remote access to the affected system. In the event that remote access to the affected system is not available, the elapsed time to resolve Incidents may be extended. During remote access sessions, the tech support engineer might also request access to items such as diagnostic logs to aid in the investigation.
  • Remote access will only be carried out with the express permission of the customer or partner and shall remain under the customer’s or partner’s supervision and instruction.
  • Sophos Support will only use industry recognized tools such as SSH (Secure Shell), Microsoft Terminal Services, LogMeIn Rescue or TeamViewer, to enable remote access to the affected system.

Advanced Hardware Replacement

Available for the following products covered by a valid and continuous1 support contract as further indicated below:

  • Sophos XG and XGS Series appliances,
  • Sophos SG appliance
  • Sophos RED/SD-RED
  • Access Points (AP Series/ APX Series/ AP6 Series)
  • Switches

Customers with an active support plan are eligible for Sophos' Advanced RMA (Return Merchandise Authorization) service. Sophos will make reasonable efforts to deliver a replacement unit to the customer within 24 business hours of receiving the RMA number at Sophos' cost. This expedited 24-hour replacement service is available for the duration of the purchased support contract. Sophos ships the replacement unit to the customer Monday to Friday, excluding weekends. The customer is responsible for shipping the device to Sophos, which they do at their own risk.

Sophos SG, XG and XGS Series appliances (standalone)

  • Appliances running SFOS

    A valid support contract is required (Enhanced / Enhanced Plus).

    • Active/Active HA: The customer must have a valid support contract (Enhanced, Enhanced Plus) for each active appliance to receive advance hardware replacement for each unit.
    • Active/Passive HA: An Enhanced Plus contract is required for the active unit to receive advanced hardware replacement for the passive unit.

    MSP Flex only: an Xstream Protection license is required for advance hardware replacement on the passive unit.

  • Appliances running UTM9

    A valid subscription or Premium support contract is required.

    • Active/Active HA: The customer must have a valid subscription or Premium support contract for each active appliance to receive advance hardware replacement for each unit.
    • Active/Passive HA: A valid subscription or Premium support contract is required for the active unit to receive advance hardware replacement for the passive unit.

Sophos RED and AP Series Access Points

  • Advance hardware replacement is only provided for RED and AP Series Access Points that are managed by XG and XGS Series firewall appliances, where the master firewall appliance is covered by an Enhanced Plus support plan.
  • Advance hardware replacement is not available for standalone units.

Sophos SD-RED and APX Series Access Points

  • Advance hardware replacement is provided for SD-RED and APX Series Access Points which are managed by XG and XGS Series firewall appliances, if (i) the master firewall appliance is covered by the Enhanced Plus support plan AND (ii) the SD-RED/ APX Series Access Point is not older than 5 years.
  • Advance hardware replacement is not available for standalone units.

Sophos Switches and AP6 Series Access Points

Advance hardware replacement is provided, if the Switch or AP6 Series Access Point is covered by a valid Support & Services contract.

For additional details see the following:

  1. Where a support contract for XG and XGS has been purchased more than thirty (30) days after expiry of (i) any applicable Warranty Period or (ii) the previous support contract, Customer will not be entitled to receive replacement Hardware during the first three (3) months of such support contract (“Waiting Period”), unless reinstatement is purchased at an additional fee to waive the Waiting Period. ↩