{"quote":"On a scale from one to ten, I would give Sophos support a ten.","score":"10"}

{"quote":"I have not required it.","score":"5"}

{"quote":"The Sophos forum and Sophos direct support are excellent.","score":"9"}

{"quote":"I haven't used technical support from Sophos.","score":"6"}

{"quote":"I'm very impressed with that.","score":"7"}

{"quote":"I actually dealt directly with a Sophos engineer and I must admit, they've been very fortunate that the guy can help even on the weekends and so forth.","score":"9"}

{"quote":"I think that the technical support is very good, and similar to FortiGate.","score":"8"}

{"quote":"We are also trying to keep up on how the hackers work because we are working with different associations of security worldwide.","score":"10"}

{"quote":"We are trying to keep up with the latest technologies and trends.","score":"7"}

{"quote":"We provide our own SOC to support the security solution and we complement the Sophos support plan.","score":"9"}

{"quote":"We provide technical support to the customers.","score":"8"}

{"quote":"In Sophos, they give us instructions and help us, but by email.","score":"6"}

{"quote":"If I have a problem, I open the ticket, and I call, and the problem's solved automatically by them.","score":"8"}

{"quote":"I think that was nice.","score":"5"}

{"quote":"Technical support is good and easy to deal with.","score":"7"}

{"quote":"They used to work with us and show us how to do it.","score":"9"}

{"quote":"We're not completely satisfied with the way they handle it.","score":"7"}

{"quote":"They used to configure some features for us and help us resolve problems, but not just by email.","score":"8"}

{"quote":"They should be more responsive.","score":"8"}

{"quote":"With Cyberoam, I remember the technical support used to work closely with us.","score":"9"}

{"quote":"We are very satisfied with the level of support they provide to us.","score":"9"}

{"quote":"The reaction times of technical support are slow.","score":"9"}

{"quote":"I like their technical support.","score":"7"}

{"quote":"We've been in touch with technical support and found them to be very accommodating.","score":"8"}

{"quote":"We offer contact center services and have a channel to reach the product support team, and they are ready to help when needed.","score":"8"}

{"quote":"It was an issue in 2008, and they provided a patch.","score":"8"}

{"quote":"We have rarely had the need to contact technical support but when we have, we have had quick responses from them.","score":9}

{"quote":"There was a time when our head office contacted their technical support.","score":"6"}

{"quote":"We have support from the local distributor.","score":7}

{"quote":"We rarely contact their technical support.","score":"7"}

{"quote":"Our experience with technical support has been positive.","score":8}

{"quote":"It uses something called Sophos Central, where support can fix the problem before you, as the user, actually finds it.","score":"9"}

{"quote":"The time they take to resolve issues is too long.","score":"9"}

{"quote":"Technical support is very good.","score":"8"}

{"quote":"Technical support for Sophos is very good and they have a big presence in South Africa.","score":"8"}

{"quote":"Customer support needs to be improved.","score":"8"}

{"quote":"I am very satisfied with their technical support.","score":"8"}

{"quote":"When I speak to the support people within Canada, they're much more flexible when it comes to trying to follow us up on what we're trying to do and get the thing working.","score":"9"}

{"quote":"They have different rules of operating under and they don't show themselves to be flexible.","score":"8"}

{"quote":"When we get into the people that are from India, that's where the support becomes not as efficient as we would want it to be.","score":"8"}

{"quote":"It's good, but where it's bad, is because they're an international company that relies on many different continents to be able to get the support at different levels.","score":"7"}

{"quote":"Their support, we have a mixed review of it.","score":"6"}

{"quote":"I rate Sophos XG support a three out of ten.","score":"7"}

{"quote":"We found the support to be extremely slow in response.","score":"8"}

{"quote":"The customer support is not that good.","score":"6"}

{"quote":"There was no failure so we didn't have to actually log a call with Sophos.","score":"6"}

{"quote":"They have good reactivity.","score":"6"}

{"quote":"We are satisfied with the technical support but having said that, we didn't need much support because the menus and all the online documentation is self-explanatory.","score":"8"}

{"quote":"We really haven't had any issues with the product itself.","score":"8"}

{"quote":"It's very odd to have a quick connection with the second level or third level engineer at Sophos in UK.","score":"7"}

{"quote":"I have a lot of issues with Sophos technical support.","score":"8"}

{"quote":"Technical support is quite good.","score":"7"}

{"quote":"They have very good knowledge.","score":"9"}

{"quote":"You know that they are not native English speakers.","score":"4"}

{"quote":"If you follow the steps you get the result.","score":"8"}

{"quote":"Their English language is not clear.","score":"5"}

{"quote":"Sophos provides online documentation which is very user friendly.","score":"10"}

{"quote":"They have proper support in the technical point of view.","score":"8"}

{"quote":"We trained ourselves on the newer software and we are capable of managing and maintaining our own firewalls.","score":"9"}

{"quote":"The product was working perfectly well.","score":"8"}

{"quote":"We only used technical support during our initial deployment.","score":"7"}

{"quote":"Out of ten, I would give their service a five.","score":"5"}

{"quote":"The only thing I could imagine that could cause it was a Windows update.","score":"5"}

{"quote":"It's good, but I don't have many questions to ask.","score":"6"}

{"quote":"The system doesn't really go to the internet and nobody browses on it.","score":"6"}

{"quote":"I have contacted technical support three to five times per year.","score":"7"}

{"quote":"I was confused about how it was behind a firewall; the firewall should be able to detect which system is getting infected.","score":"8"}

{"quote":"Whenever we reached out to them, they were very prompt in terms of responding to us.","score":9}

{"quote":"There are times that I've had some issues that I've tried escalating in technical support and it takes a while before we really get it resolved.","score":"7"}

{"quote":"To me, that is the most frustrating thing about Sophos.","score":"5"}

{"quote":"This included assistance with configuring some additional policies.","score":8}

{"quote":"Technical support can be improved upon.","score":"6"}

{"quote":"You sometimes have to wait in queue for over an hour to speak with somebody.","score":"6"}

{"quote":"We received help from IT.","score":6}

{"quote":"It is very hard to get a hold of them.","score":"7"}

{"quote":"We have received good support.","score":7}

{"quote":"The technical support team is knowledgeable and they are good.","score":"8"}

{"quote":"Some cases they seem to ignore or don't reply to for a long time so I have to remind them that the case is still open before they will respond.","score":"9"}

{"quote":"Many cases take a long time to be resolved.","score":"8"}

{"quote":"I always appreciate if they can communicate with me through e-mail instead, which makes it much easier.","score":"6"}

{"quote":"When I take a step to open a case with Sophos support I can't understand them at all; I can't understand their accent.","score":"7"}

{"quote":"The solution's technical support is not the best.","score":"8"}

{"quote":"The technical support from Sophos is excellent.","score":"8"}

{"quote":"We get local support from them.","score":"8"}

{"quote":"Their support is good.","score":"7"}

{"quote":"Even if they deploy the device, for example, the XG 450, then they only offer support for one day.","score":"8"}

{"quote":"Our customers, however, have told us they have had issues.","score":"5"}

{"quote":"At least the partner should support the product, but the partners are always looking for money.","score":"7"}

{"quote":"In most cases, these days, the partner has to work hard to support the customer.","score":"6"}

{"quote":"This is a new device, and we expect support from Sophos.","score":"8"}

{"quote":"The response time and the experience of the support team are not as expected.","score":"8"}

{"quote":"When they create a ticket for a critical issue, the response is delayed.","score":"9"}

{"quote":"Technical support isn't as good as it needs to be.","score":"7"}

{"quote":"When a ticket is created we have to wait three days before getting a reply from them.","score":"9"}

{"quote":"Sometimes they will pick up the call immediately, but most of the time they will not.","score":"7"}

{"quote":"There's a step-by-step guide to deploy so I don't have to contact technical support.","score":"9"}

{"quote":"When I call, I have to wait for at least one to two hours to reach them.","score":"8"}

{"quote":"In most cases, I search the guide.","score":"6"}

{"quote":"We are facing issues and they suggested that we replace the model.","score":"6"}

{"quote":"There are lots of guides and videos available.","score":"8"}