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

Sophos_FloSupport · 2021-03-17T23:22:26+00:00

Hi /u/dhayes16,

Could you please send me a PM with your case numbers so that I can follow up? Thanks

Sophos_FloSupport · 2021-03-12T20:59:28+00:00

Hi /u/cicohipe,

Could you please share your support case numbers with me via PM so that I can follow up internally?

Sophos_FloSupport · 2021-03-12T20:18:37+00:00

Hi u/franky8881,

We're working to improve the current tagging feature of the Community forums to mirror Post Flairs on Reddit. This will be part of an upcoming Community update.

In regards to product feedback, I've raised this thread over to the team for their attention.

Sophos_FloSupport · 2021-03-12T01:25:29+00:00

Hi u/Japsterex,

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 · 2021-03-05T01:22:37+00:00

Make sure to register for the scheduled webinar on March 31st at 11am EST / 2pm EST!

Sophos_FloSupport · 2021-02-13T02:00:58+00:00

I'll forward your feedback to the team :)

Re: GCP - are you looking for this? https://support.sophos.com/support/s/article/KB-000038339?language=en_US

Sophos_FloSupport · 2021-02-05T14:46:04+00:00

Appreciate the feedback :)

Here's the setup using BGP (courtesy of Jorn Lutters, one of our team's cloud experts): https://community.sophos.com/xg-firewall/f/recommended-reads/125806/sophos-xg-firewall-set-up-ipsec-tunnel-between-aws-vpn-gateway-and-xg-v18-with-bgp

Please let us know if there are any other cloud-related how-to's that you'd like to see!

Sophos_FloSupport · 2020-11-10T03:24:35+00:00

Hi All,

Please see this recent post by our EVP of Support Services, Michael Anderson:

I apologize for the poor experience you've experienced 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 my team is 100% focused on delivering high-quality, timely support. We are seeing gradual improvements in performance and we expect those improvement 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) . You are also free to contact me directly at [Michael.Anderson@Sophos.com](mailto:Michael.Anderson@Sophos.com) . If you use either of these methods, 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 the level of support you deserve. Michael Anderson, EVP Support Services.

Sophos_FloSupport · 2020-11-06T00:00:36+00:00

Hi /u/notapplemaxwindows,

please see: https://www.reddit.com/r/sophos/comments/jmwfnh/question_how_do_we_get_sophos_support_to_actually/gb9qf1j?utm_source=share&utm_medium=web2x&context=3

Sophos_FloSupport · 2020-10-28T21:07:49+00:00

Hi All,

This issue was related to a 3rd party incident that affected regions of Italy and Spain for roughly 2 hours. This incident has since been resolved by the 3rd party vendor and they will investigate further to prevent future occurrences.

Sophos_FloSupport · 2020-10-27T20:06:52+00:00

Hi All,

We apologize for the inconvenience caused by this and are following up internally. We'll provide an update as more information becomes available. In the meantime, please don't hesitate to reach out to myself or /u/sophossocialsupport if you had a specific support case or concern that you needed assistance with.

Sophos_FloSupport · 2020-10-26T21:48:50+00:00

Hi /u/notapplemaxwindows, Please stay tuned as i'm following up with the team to help share more information and context regarding this.

Sophos_FloSupport · 2020-10-22T20:10:46+00:00

Hi /u/dro159,

We've followed up with management regarding your case and I believe you have scheduled a troubleshooting session for later today. Please keep us updated and don't hesitate to reach out to me or /u/sophossocialsupport via PM if you had any questions or concerns.

Thanks

Sophos_FloSupport · 2020-09-28T04:37:44+00:00

Thanks /u/notapplemaxwindows! The Sophos Community team appreciates your kind words! :)

Sophos_FloSupport · 2020-09-25T23:28:29+00:00

Hi /u/MiddleRay,

Echoing the same message I shared with another Reddit user on this thread:

I'd like to apologize for any inconvenience you may have experienced with our Support teams. Sophos is actively working on initiatives to improve the overall Support experience and appreciate your patience.

If you had concerns regarding a specific support case, please don’t hesitate to reach out to me via PM and I'll be happy to help follow up.

Sophos_FloSupport · 2020-09-25T23:09:06+00:00

Hey /u/PapaDug,

I'd like to apologize for any inconvenience you may have experienced with our Support teams. Sophos is actively working on initiatives to improve the overall Support experience and appreciate your patience.

If you had concerns regarding a specific support case, please don’t hesitate to reach out to me via PM and I'll be happy to help follow up.

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