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Support Plans
Find a plan that works for you
Support needs to be 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.
| Enhanced | Enhanced Plus | TAM | |
|---|---|---|---|
| 24/7 multi-channel support |  | | |
| Software downloads, updates, & maintenance | | | |
| Access to support knowledgebase and support forums | | | |
| Hardware replacement (Appliances only) | Advanced | Advanced | Advanced |
| Remote assistance support | | | |
| Remote consulting | 2–8 Hours | | |
| 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 | |
Plan Details
- Enhanced plus support plan is a prerequisite for TAM service.
- Enhanced is available for Sophos Firewall and Endpoint products but is not included in the base license, with the exception of Endpoint.
- To get advanced RMA cover for a Passive XGS Series firewall, you need Enhanced Plus Support on the Active firewall appliance it is connected to. Further details can be found in our Firewall Licensing guide.
- Enhanced Plus is available for Sophos Firewall products but is not included in the base license.
- For hardware replacement details, please see https://www.sophos.com/en-us/legal/hardware-warranty-policy.
- 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 SD-RED and Access Points follow the appliance to which the devices are associated.
- UTM 9 support plans are excluded from this option.
For further details, please see https://docs.sophos.com/support/help/en-us/services-guide/enhanced/index.html
Professional Services
Need help with implementation or configuration? Check out our service offerings.