Enhanced Support
Foursys Telephone and System Support
Foursys Enhanced Telephone Support, System Support and Proactive System Support are available to all customers (even if Foursys has not supplied the product covered).
Customers who decide to use Foursys Support can be confident that they are using the services of one of the UK’s top information security companies who are leaders in the product being supported. Foursys is the largest UK supplier of several of the products supported.
Customers prefer Foursys support as they are talking to engineers who often know their network and are frequently the same engineers who have been onsite to perform professional services. This means there is dramatically less “call handling” where you have to explain your situation each time and hold for ages to be put through to second or third line. With Foursys you’re talking to the right people straight away.
Foursys Support is priced sensibly so that it is not a major additional cost, for example £500 per year for 1000 users.
Products covered Sophos Endpoint and Email including DP Encryption, Websense Web Filter, Web Security and Web Security Gateway.
| Target Response Times | Vendor Standard Telephone Support | Foursys Enhanced Telephone or System Support |
| Critical - total service failure | Best efforts | Within 1 hour |
| High - failure of one or more functions making use of system difficult | Best efforts | Within 2 hour |
| Medium - failure of non critical function having no significant effect | Best efforts | Within 24 hours |
| Low - requests for information | Best efforts | Within 24 hours |
| Foursys Support | Enhanced Telephone Support | System Support | Proactive System Support |
| Priority Technical Support (9-5, Mon-Fri) |  |
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| Target Response Times | |
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| Discount on Services/Training | |
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| Option to add Training Course on Sophos Endpoint for up to 4 people at extra cost | |
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| Remote Technical Support | |
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| Free Administrator tools included (e.g. Sophos Endpoint Auto Shutdown Scan) | |
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| Onsite Day(s) for Health Check or System Upgrade with written report | |
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| Proactive monitoring of system updates and system status | |
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| Assist with resolving errors, alerts and virus removal (if Sophos Endpoint Support) | |
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| Advice on key missing patches and configuration | |
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| Assist with policy configuration | |
