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Description
This is the 24/7 Enhanced Support Subscription for the high-end Sophos Virtual Firewall tier (licensed for up to 8 Cores / 16 GB RAM). This premium support upgrade is essential for any enterprise running core services on their virtual firewall, ensuring rapid break-fix service around the clock.
Enhanced Support grants you 24/7/365 access to senior Sophos technical engineers for any software or configuration issue. It also includes Advanced Hardware Replacement for licensing issues and rapid resolution features, minimizing your risk of critical downtime.
Key Features & Benefits (Enhanced Support)
- 24/7/365 Access: Get round-the-clock access to Sophos support for critical issues.
- Firmware & Updates: Includes instant access to all firmware, feature updates, and security patches.
- Configuration Assistance: Get technical help for setting up VPNs, networking, and security policies.
- Advanced Hardware Replacement: Includes rapid license reinstatement and replacement if a critical software failure occurs.
- Essential for Large Virtual Deployments: Guarantees rapid assistance for virtual environments where throughput and uptime are critical.
Why Buy Support From Softech.store?
- ✔ Sophos Platinum Partner: We are a top-tier, authorized partner for all Sophos licenses and support tiers.
- ✔ Expert Support Management: Our team helps manage the support process, ensuring priority handling of your cases.
- ✔ Simplified Renewals: We ensure your support is co-termed and renewed seamlessly with your virtual firewall license.
Support Tier Comparison: Enhanced vs. Standard
This 24/7 Enhanced Support is a significant upgrade from the basic support included with your base license, particularly for large-scale deployments.
| Feature | Standard Support (Included) | Enhanced Support (This Product) |
|---|---|---|
| Support Access | Business Hours (5x8) | 24/7/365 |
| Immediate Phone Assistance | ✗ | ✓ |
| Security & Firmware Updates | ✓ | ✓ |
| Advanced Hardware Replacement | ✗ | ✓ |
| Best For | Non-critical applications | High-availability & core services |
FAQs for Virtual Firewall Support
Q: Why do virtual firewalls need hardware replacement?
A: The Virtual Firewall software license is tied to your account and environment. If your license key becomes corrupted or your virtual machine fails due to a software error, Sophos Enhanced Support provides the quickest path to reinstating or correcting your license, ensuring minimal operational downtime.
Q: Is this support licensed for 8 Cores / 16GB RAM only?
A: Yes. This subscription is specifically for the 8 Core / 16GB RAM size of the Sophos Virtual Firewall. If you upgrade your firewall VM to utilize more cores/RAM, you must purchase the corresponding higher-tier support license.
Q: Is this license permanent?
A: No. Enhanced Support is a subscription service, typically purchased for 1, 2, or 3 years. It must be renewed to maintain 24/7 technical assistance and software updates.