Technology Solutions Head at a tech services company with 11-50 employees
Reseller
Top 5
Jul 20, 2026
The R&D team is very good in doing their task and continuously conducting research. I cannot comment on what could be added in future updates of Sophos Cybersecurity as a Service that they need to do. However, it is more about engagement with the customer. There are AIs and self-paced trainings available, but delivering it to the customers and forcing the customers to learn more about the product is something that needs to be addressed through customer engagement. This is not on Sophos side, because a lot of improvements have been done with your solution, so I cannot comment more about it. The customer is looking at price perspective, but what is more important is the support. The ease of communicating with the technical support is number one. It is all about the support, and not only engaging support on some issues or concerns, but also providing education to the customers is important. Providing ways such as demo labs and online self-paced training that can be communicated by the distributor on how to access them and how to utilize and leverage all these things so that the information is properly distributed to our customers and to the partners is essential.
There are a lot of technical issues with the implementation of Sophos Cybersecurity as a Service, particularly because we are currently implementing the XG series, where Citrix is the endpoint, leading to a lot of confusion. The XDR client is not working, so we are taking time for research and development, and they are providing us with whatever solutions from the company, even a lighter version of the XDR for this particular Citrix thin client. Product-wise, improvements need to be made in Sophos Cybersecurity as a Service, particularly because they do not have a testing lab for the implemented customer environments. We have implemented a large environment where a number of problems occur, and they are unable to provide on-the-spot solutions, often taking five to ten days to set up a lab at the customer's premises to identify solutions.
I don't think there is anything to improve in my experience because I found Sophos already maintains regular updates and provides support portals in proper order. I don't find anything to recommend for improvement.
The disadvantages of Sophos Cybersecurity as a Service include that the support, specifically after-sales support, needs to be improved. Sometimes when I log a call in support, it takes time to get the engineer for critical issues. For L1 and L2 support, we can manage, but for critical issues, we need immediate support. They could add some SKUs for critical support so that for any production downtime, an L3 resource should be available within a fifteen-minute to half-hour time range.
Cybersecurity and Networking Regional Manager at Digi-Data Systems Limited
Consultant
Top 20
Jun 26, 2026
Currently there are not any major upgrades necessary, but the ease of use of reports could probably be enhanced. I would suggest making the reports easier to understand.
Technical Support Engineer at Ensure Support Services Limitrd
Real User
Top 5
Jun 6, 2026
Sophos Cybersecurity as a Service is continuously consuming more resources, which leads to slower PC performance, so reducing resource consumption would be better for both Sophos products and our sales. Improving the resource consumption aspect would enhance Sophos Cybersecurity as a Service market presence. If Sophos antivirus could reduce its resource consumption during scheduled scans, it would help address the PC slowness issue.
Learn what your peers think about Sophos Cybersecurity as a Service. Get advice and tips from experienced pros sharing their opinions. Updated: July 2026.
One feature which we would like to have in the product is the inventory. For example, if I have the agent installed on each machine and server, why can't we fetch the inventory details from the console? If you look at the competition products such as CrowdStrike, they give clear visibility into what software is installed, what legitimate tools are installed, and what software is not even licensed or may not be secure to install. Those things are reported back to the concerned team, maybe the systems teams, and they can use it brilliantly. Unfortunately, Sophos Cybersecurity as a Service doesn't provide that kind of visibility into what software or tools are installed on a particular system. There is a feature which requires running what you call an XG script to fetch those kinds of details. However, it is not on the GUI as other competitor companies are providing. That is the one feature we really miss. In terms of service and support, I don't think there is an issue because it is already a brilliant five-star service support. The visibility feature that I already mentioned is the only primary feature which we are missing. The rest is absolutely fine. I don't think there is anything else which should be there.
Sophos Cybersecurity as a Service delivers comprehensive protection seamlessly integrated into existing systems, ensuring robust security measures tailored to specific organizational requirements.As an advanced cybersecurity solution, Sophos Cybersecurity as a Service leverages cutting-edge technology to offer proactive threat detection and response. Its intuitive interface simplifies management, while its scalability ensures it meets diverse business needs, making it an ideal choice for...
The R&D team is very good in doing their task and continuously conducting research. I cannot comment on what could be added in future updates of Sophos Cybersecurity as a Service that they need to do. However, it is more about engagement with the customer. There are AIs and self-paced trainings available, but delivering it to the customers and forcing the customers to learn more about the product is something that needs to be addressed through customer engagement. This is not on Sophos side, because a lot of improvements have been done with your solution, so I cannot comment more about it. The customer is looking at price perspective, but what is more important is the support. The ease of communicating with the technical support is number one. It is all about the support, and not only engaging support on some issues or concerns, but also providing education to the customers is important. Providing ways such as demo labs and online self-paced training that can be communicated by the distributor on how to access them and how to utilize and leverage all these things so that the information is properly distributed to our customers and to the partners is essential.
There are a lot of technical issues with the implementation of Sophos Cybersecurity as a Service, particularly because we are currently implementing the XG series, where Citrix is the endpoint, leading to a lot of confusion. The XDR client is not working, so we are taking time for research and development, and they are providing us with whatever solutions from the company, even a lighter version of the XDR for this particular Citrix thin client. Product-wise, improvements need to be made in Sophos Cybersecurity as a Service, particularly because they do not have a testing lab for the implemented customer environments. We have implemented a large environment where a number of problems occur, and they are unable to provide on-the-spot solutions, often taking five to ten days to set up a lab at the customer's premises to identify solutions.
I don't think there is anything to improve in my experience because I found Sophos already maintains regular updates and provides support portals in proper order. I don't find anything to recommend for improvement.
The disadvantages of Sophos Cybersecurity as a Service include that the support, specifically after-sales support, needs to be improved. Sometimes when I log a call in support, it takes time to get the engineer for critical issues. For L1 and L2 support, we can manage, but for critical issues, we need immediate support. They could add some SKUs for critical support so that for any production downtime, an L3 resource should be available within a fifteen-minute to half-hour time range.
Currently there are not any major upgrades necessary, but the ease of use of reports could probably be enhanced. I would suggest making the reports easier to understand.
Sophos Cybersecurity as a Service is continuously consuming more resources, which leads to slower PC performance, so reducing resource consumption would be better for both Sophos products and our sales. Improving the resource consumption aspect would enhance Sophos Cybersecurity as a Service market presence. If Sophos antivirus could reduce its resource consumption during scheduled scans, it would help address the PC slowness issue.
One feature which we would like to have in the product is the inventory. For example, if I have the agent installed on each machine and server, why can't we fetch the inventory details from the console? If you look at the competition products such as CrowdStrike, they give clear visibility into what software is installed, what legitimate tools are installed, and what software is not even licensed or may not be secure to install. Those things are reported back to the concerned team, maybe the systems teams, and they can use it brilliantly. Unfortunately, Sophos Cybersecurity as a Service doesn't provide that kind of visibility into what software or tools are installed on a particular system. There is a feature which requires running what you call an XG script to fetch those kinds of details. However, it is not on the GUI as other competitor companies are providing. That is the one feature we really miss. In terms of service and support, I don't think there is an issue because it is already a brilliant five-star service support. The visibility feature that I already mentioned is the only primary feature which we are missing. The rest is absolutely fine. I don't think there is anything else which should be there.