Sophos Firewall Enhanced to Enhanced Plus Support Upgrade

Sophos offers two firewall support plans: Enhanced and Enhanced Plus. This upgrade converts an Enhanced Support licence to Enhanced Plus.

What you need to know

Enhanced and Enhanced Plus do not include free firewall configuration by Sophos. Open a support ticket when a firewall feature appears to be malfunctioning. General configuration training and implementation are outside the scope of Sophos technical support. For configuration assistance, contact Avanet: we can help under our own support terms.

Sophos Enhanced Plus adds services to the Enhanced Support plan. Both plans provide round-the-clock support, access to firmware updates and advance hardware replacement under the applicable terms. Enhanced Plus also provides:

• VIP access: telephone calls are routed to senior technical support engineers. This gives you direct access to experienced engineers for technical support.
• Priority malware analysis: suspicious files submitted through Sophos’s defined process receive priority analysis. This priority applies to submitted malware samples, rather than guaranteeing faster resolution of every support case.
• Customer Success: a dedicated Customer Success Manager is a separate service, not an automatic entitlement of Enhanced Plus. Any personal account-management service must be agreed separately.
• Proactive health checks: these are part of Remote Consulting and can help identify potential issues.
• Response targets: use Sophos’s published service-level targets; Enhanced Plus does not imply a blanket guarantee of shorter response times.
• Remote Consulting: product-dependent consulting time covers health checks, troubleshooting, best practices and performance or feature optimisation while the support contract is active. Sessions take place by telephone or web conference; remote access requires your express permission and remains under your supervision. Initial installation, deployment of new appliances, configuration changes and custom scripts require separate Professional Services.
• Expert guidance: Remote Consulting provides access to Sophos experts within the covered consulting scope. They help investigate technical issues and discuss best practices for your Sophos products.
• VIP contact with senior support engineers: Enhanced Plus routes telephone support calls to experienced Sophos engineers. Their expertise supports the investigation of complex technical issues. VIP access does not automatically assign a permanently dedicated engineer or account manager. The service complements your IT team within Sophos’s documented support scope.

These additional services provide more expert assistance, subject to the active contract and product-specific entitlements.

HA cluster

In an active-passive high-availability cluster with two Sophos Firewall appliances and term licensing, only the primary appliance requires the subscriptions. For advance hardware replacement cover on both appliances, Enhanced Plus must be active on the primary appliance. Different requirements apply to active-active clusters and MSP licensing; check the applicable Sophos support terms. More information: Sophos Support Services Guide

Why was the term shortened when I activated my licence key?

When activating Enhanced Support, or a bundle containing it, after the firewall’s warranty coverage has expired, Sophos may shorten the new subscription term to account for the gap in coverage. Sophos applies a fair-value calculation based on the Enhanced Support value to close the gap, capped at six months. For example, if an Enhanced Support subscription expired two months before renewal, the new term is shortened by two months. For a bundle containing Enhanced Support, the bundle term is reduced by the number of days corresponding to the value of the missing Enhanced Support cover. Calculations use the USD list price.