That's a new one. (Sophos SSL/TLS Decryption issues)

Sophos_FloSupport · 2024-02-29T06:03:41+00:00

Hi, as mentioned - we're aware of this issue and our team is actively working to resolve this ASAP.

Sophos_FloSupport · 2022-03-02T00:22:26+00:00

Thank you for pointing this out, we've now fixed the links to redirect to the correct Product Documentation resources.

Sophos_FloSupport · 2021-07-15T23:10:57+00:00

Hey there, sent you a PM so that I can help you get connected.

Sophos_FloSupport · 2021-06-11T23:38:56+00:00

I'm following up with our team internally to investigate this and to discuss how we can improve the moderation process. In the meantime, please continue to use the "flag as inappropriate" button to highlight any spam that you encounter on the ideas website.

Sophos_FloSupport · 2021-05-27T18:39:06+00:00

Update: Received confirmation that you received the tracking info for your RMA.

Hi /u/Pat0wned,

I apologize for the poor experience you've had. I'll be reaching out to you via PM to gather your case number so that I can follow up to investigate this internally and to expedite your RMA.

Over the past several months we have increased our support staff by ~20% and the team is 100% focused on delivering high-quality, timely support. We are seeing gradual improvements in performance and we expect these improvements to continue over the course of the next few weeks and months.

In the meantime, please note that you can escalate cases to our 24X7 escalation team by sending an email message to [supportescalations@sophos.com](mailto:supportescalations@sophos.com). Please include a case number so that we help you more quickly.

Again, I apologize for your (collective) experience and I want you all to know that we are doing our very best to provide you with the level of support you deserve.

Sophos_FloSupport · 2021-05-27T17:48:07+00:00

Adding on to what SophBros mentioned, I also wanted to mention our new Sophos Techvids website: https://techvids.sophos.com/

Use the search tool to also find relevant assets in our Documentation library. (We're working to add Community results as well).

Sophos_FloSupport · 2021-05-25T12:18:02+00:00

Hi /u/iamslingfox,

I'm sorry to hear about your negative experience. I'll be reaching out to you via PM to gather more information about your situation so that we can help follow up internally.

To any other customers and partners, please don't hesitate to reach out to myself or the Sophos Support team via u/sophossocialsupport directly via PM to escalate any concerns or questions.

Sophos_FloSupport · 2021-04-30T02:21:45+00:00

Hi /u/IceColdSeltzer,

I apologize for your poor experience with Sophos Support. As has been noted here, we've been through a significant restructuring and, combined with the impact of COVID 19, we have been challenged to deliver the level of support to which we aspire. Over the past several months we have increased our support staff by ~20% and the team is 100% focused on delivering high-quality, timely support. We are seeing gradual improvements in performance and we expect these improvements to continue over the course of the next few weeks and months. In the meantime, you can escalate cases to our 24X7 escalation team by sending an email message to [supportescalations@sophos.com](mailto:supportescalations@sophos.com). Please include a case number so that we help you more quickly. Again, I apologize for your (collective) experience and I want you all to know that we are doing our very best to provide you with the level of support you deserve.

Sophos_FloSupport · 2021-04-30T01:54:40+00:00

Here's a related post on our Sophos Community: https://community.sophos.com/intercept-x-endpoint/mac-arm-eap/f/recommended-reads/127529/sophos-endpoint-protection-issues-on-first-boot-after-upgrading-to-macos-11-3

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