What technologies are used to support the ES4000?
Using advanced embedded technology, the ES4000 communicates with Sophos Support every five minutes, automatically receiving anti-virus and anti-spam updates and reporting on protection status. If an unusual traffic spike or hardware failure condition is detected, such as an out-of-date anti-spam engine or a failing hard drive, we will proactively initiate the appropriate support procedures, often before your administrator even realizes that there is a problem. • What if I need further assistance? ES4000 administrators can initiate a reverse-tunnel SSH (Secure Shell) connection directly to Sophos Support. Open for four hours, this connection grants Sophos engineers remote access to the appliance for quicker issue resolution. Sophos Support does not have any access to the appliance unless it is initiated by the customer. The SSH connection can be renewed by the administrator if required. • How does Sophos maintain security during remote assistance sessions? Unless initiated by the custom
