Sophos WS100 User Manual

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To display a page of the help in the Content pane, click on the name of the section of the help
in the table of contents that you want to view.
8.3 Sophos Support
The Sophos Support icon on the right side of the Help window titlebar provides two options
for getting help from Sophos Support Services.You can either submit a support request via email,
or you can enable remote assistance to your system via an outbound SSH (Secure SHell)
connection to Sophos Support Services.
8.3.1 Filing a Support Request By Email
1.
On the appliance Help window titlebar, click the Sophos Support icon .
The Sophos Assistance form is displayed in the Content pane.
2. Fill in the Sophos Support request via email form.
Fill in the following text boxes:
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To: Enter "wsaph_enr_jsw_hw" if that does not already appear in the text box.
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Name: Enter your name.
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Email address: Enter the email address at which you can be contacted.
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Company: Enter the name of the organization to which the appliance is registered.
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Subject: Enter a short descriptive subject line for the issue.
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Additional info: Add whatever information is significant to understanding the problem.
3. Once you have filled in all of the required and relevant information, click Submit to email the
request.
8.3.2 Opening a Remote Assistance Session
Important: Prior to opening a remote assistance session, contact Sophos Technical Support to
speak with an engineer who will guide you through the remote session.
1.
On the appliance Help window titlebar, click the Sophos Support icon .
The Sophos Assistance form is displayed in the Content pane.
2. In the Remote Assistance section, click Enable to establish the connection.
A status message is displayed on the status bar (above the tabs bar) that states "Remote
Assistance enabled".This is displayed while an outbound SSH connection to Sophos Support
Services is open.This connection will be closed by the Sophos Support Services engineer
that is working on your assistance request, or the session will be closed automatically within
72 hours.
When the session is finished, click Disable in the Enable remote assistance section to close
the SSH connection.
194 | Using Help | Sophos Web Appliance

Sophos WS100 Specifications

General

Brand	Sophos
Model	WS100
Category	Firewall
Language	English