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enterprise-network-firewall sophos All Markets > Enterprise Network Firewall

Sophos

3.0 out of 5.0 (1 ratings)

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  • 3 out of 5.0, Reviewed

    Product(s): UTM 220

    Implementation was quick and easy, but the product did not go the distance.

    Overall Comment

    The product worked well in the beginning and support was excellent. Often times we'd get the same support person the next time we called in. Shortly after we completed installation we began having regular performance issues to the point where we'd have to reboot the firewall to bring it back to life. Often when we called support we had a hard time getting help and first level support seemed to know less about the product than we did. We ended up disabling many features in the product to maintain the business.

    What one piece of advice would you give other prospective customers?

    Do your homework. Make sure you are getting the correct level of product to meet and exceed your needs.

    What do you like most about the product or service?

    Ease of use through the web management.

    What do you dislike most about the product?

    In the cluster fashion, we had difficulty doing firmware upgrades.

    What one thing do you wish the vendor did differently?

    The vendor is already making moves to correct support issues. Their explanation is that they grew faster than they anticipated and that brought in a lot of lower skilled support people. They have moved to open more support centers to sustain their growth.

    If you could start over, what would your organization do differently?

    We would make sure not to get the same model as a partner company, but rather right size a similar product from the same company to our level of usage.

    Service & support - overall comment

    Support started out as great, but then it was not helpful at all. The vendor has made assurances that they are working to correct this issue.


Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(1)
5.0

Ability to understand your organization's needs

(1)
2.0

Timely and complete response to product questions

(1)
4.0

Pricing and contract flexibility (pricing and terms)

(1)
4.0
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(1)
5.0

How long did your deployment take?

0 - 3 months (<3)


Availability of quality 3rd-party resources (integrators, service providers, etc.)

(1)
5.0

Ease of deployment

(1)
4.0
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(1)
2.0

Did you purchase a support package from vendor?

Yes


Timeliness of vendor's response

(1)
4.0

Quality of technical support

(1)
3.0
Section
1

Product Capabilities

Overall rating of product capabilities

(1)
4.0
Section
1

Additional Context

What was the nature of your involvement?

End User Support Manager

Functional Assessment

Implementation, Maintenance or other IT support

System Administrator

Technical Assessment

User Training

Vendor/Product Selection


Why did you purchase the software or service?

Improve supplier or partner relations


What were the key factors that drove your decision?

Other...


In which region(s) did your deployment take place? Multiple responses allowed.

North America