Support Implementation Services
The Support Implementation Services team is responsible for deploying smaller engagements with customers when they require additional assistance in setup and configuration (considered outside of typical Sophos Support “break/fix” responsibilities) and do not require a full deployment with the Sophos Professional Services team. The engagement will be limited to 4 hours and will have a limited defined scope of what can be completed during the allotted time and maximum requirements on the size of the implementation. Where there is an urgent need for a Professional Services engagement, provided the request meets the scope of SIS, this team can be brought in to complete the work at short notice.
Below are brief service descriptions to assist in choosing which Sophos service may be the best fit for customer needs:
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Support
Responsible for general installation questions and referrals to KBAs, guides, and RMAs. Support is responsible for solving discrete problems in the installation process. Support does not complete full deployments over the telephone and the team will direct requests of this nature to the Professional Services or Support Implementation Services team.
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Support Implementation Services (SIS)
Responsible for deploying smaller engagements with customers when they require additional assistance in setup and configuration (outside of support) and do not require a full Professional Services deployment. Where there is an urgent, or time sensitive, need for a Professional Services engagement, provided the request meets the scope of SIS, this team can be brought in to complete the work at short notice.
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Professional Services (PS)
Assist customers with deployments and configurations, where the customer may not possess the appropriate skillset, or where they would prefer assistance throughout the process.
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Technical Account Manager (TAM)
Responsible for the overall support experience for their assigned account roster of Enterprise Customers and Platinum Partners. The TAM team’s mission is to ensure each of these accounts have a great support experience, and that they obtain value from their purchased Sophos products and services.
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Customer Success Manager (CSM)
The Customer Success team helps our customers achieve their expected business outcomes and maximize their Sophos post-sales experience. We leverage real telemetry data coming from our products and use a combination of automation tools and proactive outreach to make our customers more successful. We make the first move to understand our customers and sort their issues.
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Managed Detection and Response (MDR)
Provides 24/7 threat hunting, detection, and response capabilities delivered by an expert team as a fully-managed service.
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Rapid Response (RR)
Provides incredibly fast assistance, identifying and neutralizing active incidents against an organization – delivered by an expert team of incident responders.
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Sales Engineering (SE)
Involved with customers pre-sale, to assist with ensuring customers get the best fit from our products. They also remain involved with customers and partners as trusted advisors.
Note
Sophos Support engineers are not deployment consultants. They do not scope projects considering the business objectives etc.- this is where Professional Services and Support differ. For example, it’s common for larger endpoint deployments to require custom scripting leveraging the customer’s specific deployment tool – this is where PS, or SIS, can and will help whereas Support cannot.
The SIS team is limited in scope to Sophos Firewall, Central Endpoint/Server, and Central Email. For further information please contact your sales rep or Sophos Support.