{"quote":"We've been happy with their level of responsiveness.","score":"9"}

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

{"quote":"We stay with Sophos software because of the technical support.","score":"10"}

{"quote":"It was very professional and easy.","score":"9"}

{"quote":"We were told that they stopped doing outsourcing and they are rehiring their own internal staff again for tech support.","score":"7"}

{"quote":"My past experience with Sophos support was good.","score":"8"}

{"quote":"The Indian-based tech support doesn't have the product knowledge and there was a language barrier.","score":"8"}

{"quote":"Sophos has a team for administration and implementation—a good team to improve the application.","score":"7"}

{"quote":"Beforehand, they were an American-based tech support company and they actually had full product knowledge.","score":"9"}

{"quote":"About six months after we bought it to a year after we bought it, they outsourced all their tech support to India.","score":"8"}

{"quote":"Sophos support is very experienced and helpful.","score":"8"}

{"quote":"Now, it's Sophos XG, and, while Cyberoam support was amazing, Sophos support has just gone down the drain.","score":"10"}

{"quote":"Technical support is an issue.","score":"7"}

{"quote":"Before, when I was dealing with Cyberoam, before Cyberoam was acquired by Sophos, it was good.","score":"6"}

{"quote":"They have very bad response times.","score":"7"}

{"quote":"We are not satisfied with the level of support on offer.","score":"8"}

{"quote":"Technical support is just awful. They are not helpful or responsive.","score":"9"}

{"quote":"They get support from the distributors, from the partners, and then directly from Sophos.","score":"9"}

{"quote":"They have full support.","score":"7"}

{"quote":"Our clients have a good system of support over here.","score":"8"}

{"quote":"They always provide proper solutions to all issues, whatever we face.","score":"9"}

{"quote":"I am pleased with the level of support I can get.","score":"7"}

{"quote":"I have found the technical support to be very helpful and responsive.","score":"8"}

{"quote":"I have been in contact with tech support within the last week or so.","score":"5"}

{"quote":"This may take an hour or two, although I suppose things would be different were we to raise a critical ticket.","score":"6"}

{"quote":"Sophos does not provide immediate support, such as SonicWall does with its toll free number.","score":"8"}

{"quote":"Any issues we have may simply come down to the SLA.","score":"7"}

{"quote":"It's better than Microsoft.","score":"9"}

{"quote":"We're mostly happy with the technical support.","score":"8"}

{"quote":"Their response time is slow.","score":"8"}

{"quote":"When an issue is complex, it takes a long time to escalate a support case to a level-two engineer, which is frustrating.","score":"9"}

{"quote":"They have been able to solve the issue or the question that we had.","score":"9"}

{"quote":"When we open a support case on their support portal, it first goes to their tier-one support.","score":"6"}

{"quote":"We're satisfied with the level of support we receive.","score":"7"}

{"quote":"Every time we've had to call them, they have been fairly reliant.","score":"7"}

{"quote":"When we have needed them, they have been helpful and responsive.","score":"8"}

{"quote":"Their support should be improved.","score":"7"}

{"quote":"I haven't had any problems with their technical support.","score":"8"}

{"quote":"Technical support has been oaky.","score":"6"}

{"quote":"The offices are also in Mumbai, and that makes it very easy to connect with them and get help when we need it.","score":"7"}

{"quote":"The technical support on offer is quite helpful.","score":"9"}

{"quote":"I've never seen the support on any other platform that I've seen with Sophos.","score":"10"}

{"quote":"We have 24/7 help if we need it.","score":"8"}

{"quote":"Their customer support and the group of people that run that company are amazing people, great people.","score":"8"}

{"quote":"I have not done a lot of configuration because I need more training.","score":"8"}

{"quote":"They have very good people and their customer support is amazing.","score":"9"}

{"quote":"There needs to be more tutorials and documentation.","score":"9"}

{"quote":"Dealing with Sophos technical support is a very easy process, from the regional business directors all the way up to the president.","score":"8"}

{"quote":"We are extremely satisfied overall.","score":"6"}

{"quote":"In terms of technical support that we may need, when we call the Sophos team, they are usually very available and they are even able to support us remotely if there is a need to do that.","score":"8"}

{"quote":"They were able to offer us the training to make sure that all of the support staff are familiar with the functionality of the product.","score":"8"}

{"quote":"All of our technical staff have been certified as Sophos administrators.","score":"9"}

{"quote":"The technical support needs to improve their response time in answering the calls and finding a solution.","score":"9"}

{"quote":"They actually tried assisting me with the original design and I found them to be quite helpful and to possess a good base of knowledge on the site.","score":"10"}

{"quote":"Sometimes it takes them 45 minutes to answer the call.","score":"7"}

{"quote":"The technical support has been great.","score":"7"}

{"quote":"Technical support was pretty helpful even though I had to redesign the typology of one of my sites.","score":"9"}

{"quote":"There are crucial times when we need to speak to support but they take up to three hours to resolve or to address the issue.","score":"8"}

{"quote":"There were delay issues owing to their teleworking, but the support they offer is quite supportive and they have all the necessary documentation.","score":"7"}

{"quote":"The technical support was very good before. However, now it is very difficult for us to reach them.","score":"7"}

{"quote":"Technical support is pretty good, although I did have some issues with its availability during the COVID-19 pandemic, even though this seems to have been a challenge faced by all major support companies.","score":"8"}

{"quote":"The response time needs improvement","score":9}

{"quote":"there is a delay in response","score":8}

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

{"quote":"When I have had issues, I have gone to their help files but have not had any technical support.","score":"8"}

{"quote":"My experience with technical support has been poor because I have not had any support.","score":"9"}

{"quote":"If I don't understand, I say to them, 'Can we rather chat by email?', which makes it a lot easier.","score":7}

{"quote":"You are able to find everything in the documents for the solution, it comes with easy to follow information with photos.","score":"7"}

{"quote":"They spoke so fast, and I could not hear what they were saying, but it is generally not an issue.","score":5}

{"quote":"Two months ago we needed help with implementation and they helped us with the configuration of Azure and this solution.","score":"9"}

{"quote":"I've had an issue once or twice where I couldn't understand what the support person was saying because those calls were probably routed to India.","score":6}

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

{"quote":"I use the local support in South Africa. If they can't help me, then I log a case with their international support.","score":8}

{"quote":"if needed, we also get support from the people who develop our software.","score":"8"}

{"quote":"We have support from the supplier of our firewall.","score":"7"}

{"quote":"Sophos has improved over the last couple of years.","score":"7"}

{"quote":"The technical support is a real weakness but that seems to always be the case.","score":"8"}

{"quote":"We aren't completely satisfied with the level of service we get.","score":"8"}

{"quote":"We'd like it to be faster.","score":"6"}

{"quote":"The response is very slow.","score":"7"}

{"quote":"Sometimes, I don't get any response.","score":"6"}

{"quote":"We'd like to see local support, from within our country.","score":"9"}

{"quote":"Sometimes, during the webinars, when I have some questions, they respond to them.","score":"8"}

{"quote":"We're not overly satisfied with technical support.","score":"8"}

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

{"quote":"One of the customers has just upgraded a firewall from Cyberoam firmware to Sophos, and it took them around ten days to get that firewall upgraded from Sophos.","score":"9"}

{"quote":"Sometimes when a problem comes, it has to be sorted for the customer quickly, but it is taking time.","score":"7"}

{"quote":"We are facing difficulties getting support on time through email or phone.","score":"9"}

{"quote":"Connecting Sophos support is quite a difficult task during the pandemic.","score":"8"}

{"quote":"Support-wise, I would only give Sophos a rating of three to four out of ten.","score":"7"}

{"quote":"They provided me assistance through email.","score":"6"}

{"quote":"A year ago, we contacted technical support regarding the high security licensing fees but they still haven't gotten back to us; they're still analyzing the log.","score":"9"}

{"quote":"They are very prompt.","score":"7"}

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

{"quote":"We are not very happy with the customer support they provide — it's quite slow.","score":"8"}

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

{"quote":"It is much better than Cisco.","score":"7"}

{"quote":"Their online documentation is very good.","score":"8"}

{"quote":"There is less support with Cyberoam.","score":"6"}

{"quote":"We get a local-level team for support.","score":"7"}